Performance evaluation of product-service systems: literature review and research agenda

• Autor(a) principal: Moro, Suzana Regina
• Data de Publicação: 2018
• Outros Autores: Ensslin, Sandra Rolin
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Produção Online
• Texto Completo: https://www.producaoonline.org.br/rpo/article/view/2864
• topic: Product-service System. Servitization. Performance Evaluation. Literature Review. ProKnow-C; Sistema Produto-Serviço. Servitização. Avaliação de Desempenho. Revisão de Literatura. ProKnow-C.

With the need for organizations to deliver new solutions to their customers, based on a shift from product focus to integrated solutions delivering value to their customers, product-service systems represent a promising emerging trend for organizations. However, the transition to servitization models requires that organizations also change the management of their processes and, consequently, how to evaluate their performance. In this context, this research aims to identify the works of the product-service systems area that propose performance evaluations and analyze them from the perspective of the conceptual literature of performance evaluation, proposing future research opportunities integrating the two areas. For this purpose, the Knowledge Development Process-Constructivist (ProKnow-C) was used to select the relevant literature, as well as to identify, analyze and reflect on the characteristics of the publications focused on performance evaluation. Based on a bibliographical portfolio composed of 30 articles, it was verified that the performance evaluation of product-service systems is still in development, and that 50% of the works use performance evaluation tools to evaluate product-service systems solutions, most in a qualitative way. It is presented a research agenda highlighting the need to develop and improve performance indicators to assess solutions in a number of aspects, such as sustainability, development of solutions, and operational and management processes. In addition, to promote an integrated measurement of the aspects related to the product-service systems and their effects, in all phases of the life cycle of the performance evaluation system, is shown as a gap not yet explored.