Achieving customer satisfaction through product-service systems

The purpose of this research is to help manufacturing companies identify the key performance evaluation criteria for achieving customer satisfaction through Balanced Scorecard (BSC) and Multiple Criteria Decision Making (MCDM) approaches. To explore the causal relationships among the four dimensions of business performance in Balanced Scorecard as well as their key performance criteria, a MCDM approach combining DEMATEL and ANP techniques is adopted. Subsequently, the MCDM framework is tested using Delphi method and a questionnaire survey is conducted in 24 manufacturing firms from Taiwan, Vietnam and Thailand.

[1]  Mustafa Akan,et al.  Asymmetric Information and Economies of Scale in Service Contracting , 2011, Manuf. Serv. Oper. Manag..

[2]  Alain Martinot,et al.  Consensus in diagnostic definitions for bone or joint infections in children by a Delphi method with European French‐speaking experts , 2012, Acta paediatrica.

[3]  T. Saaty,et al.  The Analytic Hierarchy Process , 1985 .

[4]  R. Kaplan,et al.  Transforming the Balanced Scorecard from Performance Measurement to Strategic Management: Part II , 2001 .

[5]  M. Bohanec,et al.  The Analytic Hierarchy Process , 2004 .

[6]  R. Kaplan,et al.  The balanced scorecard--measures that drive performance. , 2015, Harvard business review.

[7]  Gwo-Hshiung Tzeng,et al.  A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP , 2011 .

[8]  Thomas Keil,et al.  What Makes a Resource Valuable? Identifying the Drivers of Firm-Idiosyncratic Resource Value , 2012 .

[9]  Tsu-Ming Yeh,et al.  Factors in determining wind farm location: Integrating GQM, fuzzy DEMATEL, and ANP , 2014 .

[10]  Pingyu Jiang,et al.  Environmental and economic sustainability-aware resource service scheduling for industrial product service systems , 2015, Journal of Intelligent Manufacturing.

[11]  Xiangyu Liu,et al.  The pricing of product and value-added service under information asymmetry: a product life cycle perspective , 2015 .

[12]  A. Tukker.  Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet , 2004 .

[13]  Francis D. Tuggle,et al.  Strategy Maps: Converting Intangible Assets into Tangible Outcomes , 2004 .

[14]  Stephen W. Brown,et al.  Forming Successful Business-to-Business Services in Goods-Dominant Firms , 2005 .

[15]  Takehiro Inohara,et al.  A Strategic Journey of Firm Transformation Towards a New Framework for Implementing Servitization Strategy , 2013 .

[16]  T. C. Edwin Cheng,et al.  Make-or-buy service capacity decision in a supply chain providing after-sales service , 2014, Eur. J. Oper. Res..

[17]  Paul R. Niven,et al.  Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results , 2002 .

[18]  Mark R Schultz,et al.  False discovery rate control is a recommended alternative to Bonferroni-type adjustments in health studies. , 2014, Journal of clinical epidemiology.

[19]  Jeh-Nan Pan,et al.  A New Approach for Assessing the Correlated Risk , 2012, Ind. Manag. Data Syst..

[20]  Ezio Manzini,et al.  A strategic design approach to develop sustainable product service systems: examples taken from the ‘environmentally friendly innovation’ Italian prize , 2003 .

[21]  Thomas L. Saaty,et al.  Prediction, projection and forecasting : applications of the analytic hierarchy process in economics, finance, politics, games and sports , 1991 .

[22]  Ding-Bang Luh,et al.  Balanced Scorecard as an Evaluation Tool for Product Service System Strategy Development , 2011 .

[23]  Rajkumar Roy,et al.  A review of product–service systems design methodologies , 2012 .

[24]  Gwo-Hshiung Tzeng,et al.  A Novel Hybrid MCDM Model Combined with DEMATEL and ANP with Applications , 2008 .

[25]  George Ioannou,et al.  An Integrated Methodology for Putting the Balanced Scorecard into Action , 2005 .

[26]  T S Baines,et al.  State-of-the-art in product-service systems , 2007 .

[27]  H. A. Lingstone,et al.  The Delphi Method: Techniques and Applications , 1976 .

[28]  Detcharat Sumrit,et al.  Using DEMATEL Method to Analyze the Causal Relations on Technological Innovation Capability Evaluation Factors in Thai Technology-Based Firms , 2013 .

[29]  Stephen W. Brown,et al.  Manufacturers forming successful complex business services , 2008 .