A method for human resource evaluation to realise high-quality PSSs

Abstract

A Product-Service System (PSS) includes numerous human interactions that are critical factors for improving customer satisfaction. PSS providers, therefore, have to organise appropriate human resources from the viewpoint of customer requirements. This paper proposes an engineering method to select appropriate human resources for the PSS design. Specifically, a function formulated by the neural network is proposed to predict customer satisfaction realised by each human resource so that each human resource can be prioritised in terms of customer satisfaction. The application used in this study validated the prediction accuracy of the proposed function as well as the effectiveness for allocating human resources in PSS design.