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Digitalised product-service systems

Effects on consumers’ attitudes and experiences

Journal Article (2020)
Author(s)

V.S.C. Tunn (TU Delft - Circular Product Design)

E.A. van den Hende (TU Delft - Responsible Marketing and Consumer Behavior)

Nancy Bocken (Universiteit Maastricht, Lappeenranta University of Technology, TU Delft - Responsible Marketing and Consumer Behavior)

J.P.L. Schoormans (TU Delft - Responsible Marketing and Consumer Behavior)

Research Group
Circular Product Design
Copyright
© 2020 V.S.C. Tunn, E.A. van den Hende, N.M.P. Bocken, J.P.L. Schoormans
DOI related publication
https://doi.org/10.1016/j.resconrec.2020.105045
More Info
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Publication Year
2020
Language
English
Copyright
© 2020 V.S.C. Tunn, E.A. van den Hende, N.M.P. Bocken, J.P.L. Schoormans
Research Group
Circular Product Design
Volume number
162
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Abstract

Access-based product-service systems (AB-PSS) allow consumers to use products for a fee and might support the transition towards a circular economy. This type of business model could decrease negative impacts of consumption by reducing the number of products needed; either by extending products’ lifetimes or by intensifying the use of products. Many AB-PSS in consumer markets are highly digitalised; they utilise digital platforms, have sensors embedded in the products, and rely on users’ smartphones. To better understand how digitalisation impacts consumers’ attitudes and use experiences in mobility AB-PSS, we applied a mixed-methods approach consisting of a survey (n=47) and interviews (n=10). Our findings suggest that many short-term AB-PSS, such as bicycle sharing, owe their recent success to digitalisation. Further, consumers’ digital confidence influences their attitude towards short-term AB-PSS. During the use of AB-PSS, users value the convenience and flexibility enabled by the digital aspects. Digitalisation also made short-term mobility AB-PSS susceptible to disruptions because the AB-PSS rely on the functioning of many digital aspects. Users seem to dislike phoning customer service and increasingly depend on their smartphones. We also provide a brief outlook of what 5G mobile networks might imply for mobility AB-PSS. With this paper, we contribute a consumer perspective on the digitalisation of services. Our findings help service designers, user experience designers, and app developers to design digitalised AB-PSS for consumer markets.