Customer satisfaction: review of literature and application to the product-service systems
This feasibility study commissioned by the National Institute for Advanced Industrial Science
and Technology in Japan (AIST) and supported by the Sustainable Consumption Unit
(UNEP) provided an overview of approaches used in different disciplines for evaluating
consumer behaviour. The study analysed the applicability of existing research concepts,
theories, and tools for evaluating consumer satisfaction with product-service systems (PSS).
It included a discussion of their strengths/weaknesses.......