Research on influencing factors of value co-creation in product service system development based on Z-DEMATEL-ISM model

Product service system (PSS) is an integrated set of products and services with value co-creation as the core. Therefore, a profound understanding of factors and interrelationships that influence value co-creation in PSS development is essential for manufacturers. This paper proposes a systematic framework to analyse the influencing factors of value co-creation in PSS development. First, 22 factors are determined through the literature research and Delphi method. Second, decision-making trial and evaluation laboratory (DEMATEL) is adopted to identify the interactions between readiness factors, while Z number is introduced to capture the ambiguity and uncertain information in the decision-making process. Finally, a six-level hierarchical structure is determined based on interpretive structural model (ISM) to demonstrate the complex interrelationships among factors. The proposed framework is illustrated by taking the case of PSS value co-creation in Haier Group. The results indicate intelligent level being the most important factor of value co-creation in PSS development, followed by innovation potential and customer attraction. This finding could help manufacturers who aim for value increment to take appropriate steps to realise value co-creation of PSS. © 2024 Inderscience Enterprises Ltd.