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Prioritizing Quality of Product and Service Dimensions With Respect to a Product-Service System in the Public Transport Sector

Summary: [This abstract is based on the authors' abstract.] The purpose of this paper is to propose and demonstrate a method to evaluate product-service system (PSS) offerings based on the quality of product and service dimensions through the fuzzy analytic hierarchy process (FAHP). Drawing from the attention-based view, product and service dimensions from literature, this study proposes a framework to prioritize quality dimensions using the FAHP method. The study uses data collected from public transport providers and their equipment suppliers. It gets priority vectors of product and service dimensions for three PSSs—product-related, use-related, and result-related contract. The study finds some dimensions more relevant for the product-related, use-related, and results-related contract and recommends accordingly. The method considers the expectations of various stakeholders and provides a strategic quality management perspective while designing the PSS offering considering an example from public transportation.

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  • Topics: Quality Management, Product-Service Design, Statistics
  • Keywords: Transportation industry, Product quality, Service quality, Priority setting, Contracts, India
  • Author: Sharma, Mohita Gangwar; Kumar, Gopal;
  • Journal: Quality Management Journal