Aligning Product-Service Offerings with Customer Expectations

The rapid servitization of the market calls heavy-truck companies for the development of a proper Product-Service (PS) portfolio able to capture customer requirements and needs. In such a context heavy-truck companies are required to monitor strictly customer attitude towards services. The control of the importance given to service quality determinants can be critical to dynamically verify and optimize the completeness and consistency of existing service offerings. An empirically-based typology, built upon an extensive survey involving about 1.000 Italian heavy-truck customers, shows the existence of different types of customers having a different awareness towards service quality determinants that, in turn, can influence their orientation towards PS offering choices.