A Systematic Elicitation of the Product Service System (PSS) Based On the Service Quality Metrics SERVQUAL and Implementation of Knowledge Management System
- سال انتشار: 1401
- محل انتشار: فصلنامه بین المللی مهندسی صنایع و تحقیقات تولید، دوره: 34، شماره: 1
- کد COI اختصاصی: JR_IJIEPR-34-1_005
- زبان مقاله: انگلیسی
- تعداد مشاهده: 231
نویسندگان
Research Scholar, Department of Mechanical Engineering, Vels Institute of Science, Technology and Advanced Studies (VISTAS)
چکیده
Product Service System (PSS) is a developing field of examination in in industry practices in todays’ global economy, which significantly affect both production and utilization of resources. In order to enable the applicability of a product service system in an industry. It is important to assess the system using a metrics SERVQUAL model, which characterizes the quality as difference between the customer’s expectation and perception. And a complex examination device intended to gauge quality by catching the hope affirmation worldview which proposes the customers saw nature of how well a given conveyance measures up to their assumptions of that conveyance. This study analysis the adoption of KMS approach, significantly enhances the employee’s knowledge on tangibility and reliability thus influences the customer’s perceptions and expectations of the quality. The findings of the study revealed that KMS approach served as a facilitated tool for sharing and utilizing knowledge in different organizations.کلیدواژه ها
Product Service System, tangibility, reliability, knowledge management system, customer’s expectation, customer’s perception.اطلاعات بیشتر در مورد COI
COI مخفف عبارت CIVILICA Object Identifier به معنی شناسه سیویلیکا برای اسناد است. COI کدی است که مطابق محل انتشار، به مقالات کنفرانسها و ژورنالهای داخل کشور به هنگام نمایه سازی بر روی پایگاه استنادی سیویلیکا اختصاص می یابد.
کد COI به مفهوم کد ملی اسناد نمایه شده در سیویلیکا است و کدی یکتا و ثابت است و به همین دلیل همواره قابلیت استناد و پیگیری دارد.