| 摘要 | 第1-5页 |
| ABSTRACT | 第5-7页 |
| Index of Contents | 第7-11页 |
| Chapter 1: Introduction and framework | 第11-29页 |
| ·Introduction to Product-Service Systems (PSS) | 第11-20页 |
| ·Definition and PSS concepts | 第11-12页 |
| ·Classification of PSS | 第12-15页 |
| ·Competitive advantages of PSS development | 第15-18页 |
| ·Forecasting implication of PSS development | 第18-20页 |
| ·Differences with the traditional approach | 第18页 |
| ·Anticipating the new technological knowledge and organization | 第18-19页 |
| ·Revenue model for PSS firms | 第19-20页 |
| ·Michelin, an industrial PSS case study in tire manufacturing | 第20-24页 |
| ·Profile of the company | 第20-22页 |
| ·Michelin’s involvement in Product-Service Systems Design | 第22-23页 |
| ·Situation of Michelin’s PSS in China and opportunities | 第23-24页 |
| ·Purpose of research and objectives | 第24-25页 |
| ·Disposition of the thesis | 第25-26页 |
| ·Framework of the research | 第26-29页 |
| Chapter 2: Literature review | 第29-41页 |
| ·Customer satisfaction and quality concepts | 第29-33页 |
| ·Customer satisfaction process | 第29-30页 |
| ·Quality of a product and quality of a service | 第30页 |
| ·Service quality models | 第30-33页 |
| ·The factor structure of customer satisfaction | 第33-41页 |
| ·Kano’s model of customer satisfaction | 第33-35页 |
| ·Description of the model | 第33-34页 |
| ·Advantages of the Kano’s classification | 第34-35页 |
| ·Three-factors theory and Importance-Performance Analysis | 第35-41页 |
| ·Three factor theory | 第35-36页 |
| ·Original Importance-Performance Analysis model | 第36-37页 |
| ·Limitations of the original IPA model | 第37-41页 |
| Chapter 3: Design of the data collection | 第41-63页 |
| ·Approach and methodology | 第41-43页 |
| ·Michelin Fleet Solution PSS configuration | 第43-52页 |
| ·Background about the specificity of tires as high technology products | 第43-44页 |
| ·Service management configuration and objectives | 第44-46页 |
| ·Different levels of PSS contracts proposed by Michelin | 第46-47页 |
| ·First level of service: On-site consulting | 第47-49页 |
| ·Second level of service: On-site maintenance service | 第49-52页 |
| ·Tire control and monitoring | 第49页 |
| ·Tire regrooving | 第49-51页 |
| ·Tire retreading | 第51-52页 |
| ·Identification of the products and services attributes’ structure for customer’s requirements | 第52-58页 |
| ·Products attributes | 第52-55页 |
| ·Approach and methodology | 第52页 |
| ·First attribute’s structure | 第52-54页 |
| ·Results of the parallel survey at customer’s and completion of the list | 第54-55页 |
| ·Brand and Service attributes | 第55-57页 |
| ·Attractiveness of the brand | 第55-56页 |
| ·Service quality | 第56-57页 |
| ·Final structure of the products and services features | 第57-58页 |
| ·Design of the survey questionnaire sheet | 第58-63页 |
| ·Kano structure of the questionnaire | 第58-59页 |
| ·Evaluation of customer satisfaction for each attribute | 第59-61页 |
| ·Evaluation of customer satisfaction for each attribute | 第61页 |
| ·Additional questions for the customers | 第61-62页 |
| ·Diffusion of the questionnaire | 第62-63页 |
| Chapter 4: Analysis of the collected data | 第63-89页 |
| ·Data formatting and coding | 第63-66页 |
| ·Formatting answers into datasets with a spreadsheet software | 第63-64页 |
| ·Data re-coding | 第64-66页 |
| ·Variables names | 第66页 |
| ·Data preparation and model reliability test | 第66-68页 |
| ·Missing values | 第66-67页 |
| ·Cronbach’s alpha consistency test | 第67-68页 |
| ·Principal Component Analysis (PCA) | 第68-75页 |
| ·PCA Method and objectives | 第68-69页 |
| ·PCA Analysis of customer satisfaction using SPSS software | 第69-75页 |
| ·Objectives and calculation parameters | 第69-70页 |
| ·Product performance | 第70-71页 |
| ·Product safety | 第71-72页 |
| ·Product quality | 第72-73页 |
| ·Brand | 第73-74页 |
| ·Service Quality | 第74-75页 |
| ·Regression analysis with SPSS Amos | 第75-78页 |
| ·Kano’s Analysis | 第78-87页 |
| ·Selection of a set of customer’s companies with different experience of services | 第78-79页 |
| ·Results of the Kano analysis for each customer | 第79-85页 |
| ·Product Performance | 第79-80页 |
| ·Product Safety | 第80-81页 |
| ·Product Quality | 第81-82页 |
| ·Attractiveness of the Brand | 第82-84页 |
| ·Services | 第84-85页 |
| ·Evolution of the Kano categories with customer experience | 第85-87页 |
| ·Synthesis of the results obtained and validation of the model | 第87-89页 |
| Chapter 5: Recommendations and opportunities for the Michelin's PSS | 第89-95页 |
| ·Customer’s feedback and suggestions | 第89-90页 |
| ·Improvement of the survey questionnaire | 第89页 |
| ·Opinion about an increase of the service level | 第89-90页 |
| ·Suggestions to improve the services | 第90页 |
| ·Focus on attractive features to confirm the leading position | 第90-91页 |
| ·Improving customers’ knowledge of the products and services | 第91-92页 |
| ·Proposition of innovative service solutions that should be explored | 第92-95页 |
| Chapter 6: Conclusions | 第95-97页 |
| List of References | 第97-99页 |
| Acknowledgements | 第99-101页 |
| APPENDIX 1: Questionnaire sheet for this preliminary survey | 第101-102页 |
| APPENDIX 2: Satisfaction survey questionnaire | 第102-122页 |
| APPENDIX 3: Outputs of replacement of missing values | 第122-125页 |
| Satisfaction evaluation dataset replacing missing values | 第122-123页 |
| Importance evaluation dataset replacing missing values | 第123-125页 |
