a systematic elicitation of the product service system (pss) based on the service quality metrics servqual and implementation of knowledge management system

Product service system (pss) is a developing field of examination in industry practices in todays’ global economy, which significantly affect both production and utilization of resources. in order to enable the applicability of a product service system in an industry, it is important to assess the system by using a metrics known as the servqual model, which characterizes the quality as difference between the customer’s expectation and perception with regard to the service delivered to them. it is a multi-dimensional research tool designed to measure quality by capturing the expectancy-confirmation paradigm which suggests the consumers perceived quality of how well a given delivery meets their expectations of that delivery. in this study, two subscales (tangibility and reliability) from servqual metric were extracted and utilized to find the quality level. the present study developed an integrative theoretical model of knowledge management system (kms). empirical examination of the hypothesized relationships among variables is conducted by means of questionnaire surveys and the collected data collected from the survey were assessed. the findings of the study revealed that kms approach served as a facilitated tool for sharing and utilizing knowledge in different organizations.