在現代的生活形式中，服務已經是現代人不可分割的一部份。為了要提升企業競爭力以及產品的多樣性，不管是服務業或者是製造業，無不積極從事服務創新。然而，產品與服務或許不是很容易能夠劃清界線，為了提升客戶的滿意度，單純的商品銷售模式已經不能滿足客戶的需求，產品服務系統(Product Service System, PSS)因此成為一種更有競爭力的商業模式。
本研究透過失效模式與效應分析(Failure mode and effects analysis, FMEA)結合了服務品質量表進行關鍵失效模式分析，從現有的產品使用／服務流程中找出失效模式。本研究利用產品服務系統創新矩陣，從產品生命週期的不同階段，產生不同的服務概念，並根據這些服務概念產生其對應的產品設計與製造方式。最後根據產品服務系統的特性—產品利用率、能源利用率、顧客接受度以及成本和收入等，利用局部灰關聯進行方案的評估，並找出最適合推動的產品服務系統。
最後，本研究提供一成衣產業的案例，根據本研究提供的方法，逐步建立屬於成衣業的產品服務系統，最後根據決策結果，進行成本效益分析，討論方案的可行性，並討論各種產業進入此產品服務系統的優勢與劣勢。

[1] Bullinger, H.J., Fahnrich, K.P. and Meiren, T. (2003) “Service Engineering—Methodical Development of New Service Products,” Int. J. Production Economics, 85(3), 275–287.
[2] Baines, T.S., Lightfoot, H.W., Benedettini O. and Kay, J.M. (2009). ” The Servitization of Manufacturing a Review of Literature and Reflection on Future Challenges,” Journal of Manufacturing Technology Management, 20(5), p.547-567.
[3] Bitner, M.J., Ostrom, A.L. and Morgan, F.N. (2008). “Service Blueprinting: a Practical Technique for Service Innovation,” California Management Review, 50(3), 66-94.
[4] Bowles, J. B., & Peláez, C. E. (1995). “Fuzzy Logic Prioritization of Failures in a System Failure Mode, Effects and Criticality Analysis,” Reliability Engineering & System Safety, 50(2), 203-213.
[5] Chuang P.T., (2007). “Combining Service Blueprint and FMEA for Service Design,” The Service Industries Journal, 27(2), 91-104.
[6] Chang, K.H. and Wen, T.C. (2010) “A Novel Efficient Approach for DFMEA Combining 2-Tuple and The OWA Operator” Expert Systems with Applications, 37(3), 2362–2370.
[7] Deepak, H., (2004). “Innovation and Technology Trajectories in A Developing Country Context: Evidence from a Survey of Malaysian firms,” Unpublished Doctoral Dissertation, Georgia Institute of Technology, Georgia.
[8] De Brentani, U. (2001). “Innovation Versus Incremental New Business Service: Different Keys for Achieving Success,” Journal of Product Innovation Management, 18(2), 169-187.
[9] Drejer, I. (2004). “Identifying Innovation in Surveys of Service: A Schumpeterian Perspective,” Research Policy, 33(3), 551-562.
[10] Danneels, E., Kleinschmidt, E.J. (2001). “Product Innovativeness from The Firm's Perspective: Its Dimensions And Their Elation With Project Selection And Performance,” Journal of Product Innovation Management, 18(6), 357-373.
[11] Edvardsson, B., Kristensson, P., Magnusson, P., Sundström, E. (2012) “Customer　Integration within Service Development－A Review of Methods and an Analysis of Insitu and Exsitu Contributions,” Technovation, 32(7-8), 419-429.
[12] Fließ, S. and Kleinaltenkamp, M. (2004). “Blueprinting The Service Company Managing Service Processes Efficiently,” Journal of Business Research, 57(4), 392– 404.
[13] Gallouj, F. (2002). “Innovation and Service and The Attendant Old and New Myths,” Journal of Socio-Economics, 31(2), 137-154.
[14] Geum, Y., Cho, Y. and Park, Y. (2011). “A Systematic Approach For Diagnosing Service Failure: Service-Specific FMEA and Grey Relational Analysis Approach,” Mathematical and Computer Modelling, 54(11-12), 3126–3142
[15] Gebauer, H., Gustafsson, A. and Witell, L. (2011). “Competitive Advantage through Service Differentiation by Manufacturing Companies,” Journal of Business Research, 64(12), 1270-1280.
[16] Goedkoop, M.J., Halen, C.J.G., Riele, H.R.M. and Rommens, P.J.M. (1999). “Product Service Systems, Ecological and Economic Basis,“ Pricewaterhouse Coopers.
[17] Geum, Y. and Park, Y. (2011) “Designing The Sustainable Product-Service Integration: A Product-Service Blueprint Approach,” Journal of Cleaner Production, 19(14), 1601-1614.
[18] Huse, M., Neubaum, D. and Gabrielsson, J. (2005). “Corporate Innovation and Competitive Environment,” International Entrepreneurship and Management Journal, 1(3), 313-333.
[19] Halliday, S. and Trott, P. (2010). “Relational, Interactive Service Innovation: Building Branding Competence,” Marketing Theory, 10(2), 144-160.
[20] Habrakena, M.M.P., Van der Schaafab, T.W., Leistikowc, I.P. and Reijnders-Thijssend, P. M.J. (2009). “Prospective Risk Analysis of Health Care Processes: A Systematic Evaluation of The Use of HFMEA™ In Dutch Health Care,” Ergonomics, 52(7), 809–819.
[21] Jan, V. and Christian, Z. (2005). “Introduction: Innovation in Services,” Industry and Innovation, 12(2), 147-152.
[22] Johnson, K.G. and Khan, M.K. (2003) “A Study Into The Use of The Process Failure Mode and Effects Analysis,” Journal of Materials Processing Technology, 139(1–3), 348–356.
[23] Koellinger, P. (2008). “The Relationship Between Technology, Innovation, and Firm Performance—Empirical Evidence From E-Business in Europe,” Research Policy, 37(8), 1317-1328.
[24] Kotler, P. (2003). “Marketing Management,” New Jersey: Prentice Hall.
[25] Kuo, T.C. (2011). “Simulation of Purchase or Rental Decision-Making Based on Product Service System,” The International Journal of Advanced Manufacturing Technology, 52(9-12) ,1239-1249.
[26] Küpper, C. (2001). “Service Innovation - A Review of the State of the Art,” Ph.D. Thesis, Ludwig Maximillians Universitat Munchen, Munich
[27] Korsching, P. F. and EL-Ghamrini, S. (2003). “Rural Telephone Company Adoption of Service Innovations: A Community Field Theory Approach,” Rural Sociology, 68(3), 387-409.
[28] Kuo, T.C., Ma, H.Y., Huang, S.H., Hu, H.A. and Huang, C.S. (2010). “Barrier Analysis for Product Service System Using Interpretive Structural Model,” International Journal of Advanced Manufacturing Technology , 49(1-4), 407-417
[29] Kuusisto, J. and Meyer, M. (2003). “Insights into Services and Innovation in the Knowledge Intensive Economy,” TEKES.
[30] Kuo, T. C. and Wang, M.L. (2012). “The Optimization of Maintenance Service Level to Support The Product Service System,” International Journal of Production Research, 50(23), 6691-6708.
[31] Lee, J. and AbuAli, M. (2011). “Innovative Product Advanced Service Systems (I-PASS): Methodology, Tools, And Applications for Dominant Service Design,” International Journal of Advanced Manufacturing Technology., 52(9-12), 1161-1173
[32] Lusch, R.F. and Vargo, S.L. (2006). “Service-Dominant Logic: Reactions, Reflections and Refinements, “Marketing Theory, 6(3), 281–288.
[33] Lusch, R.F., Vargo, S.L. and Wessels, G. (2008). ” Toward a Conceptual Foundation for Service Science: Contributions from Service-Dominant Logic,” Systems Journal, 47(1), 5-13
[34] McCain, C. (2006). “Using an FMEA in a Service Setting [Failure Mode Effects Analysis],” Quality Progress, 39(9), 24-9.
[35] Mont, O. (2002). “Clarifying The Concept of Product–Service System,” Journal of Cleaner Production, 10(3), 237-24
[36] Morelli, N. (2006). “Developing New Product Service Systems (PSS): Methodologies and Operational Tools,” Journal of Cleaner Production, 14(17), 1495-1501.
[37] Mont, O., Dalhammar, C. and Jacobsson, N. (2006). “A New Business Model for Baby Prams Based on Leasing and Product Remanufacturing,” Journal of Cleaner Production 14(17), 1509-1518.
[38] Martilla, J.A. and James, J.C. (1977). “Importance-Performance Analysis,” Journal of Marketing, 41(1), 77-79.
[39] Miettinen, S., Rontti, S., Kuure, E. and Lindström, A. (2011). "Realizing Design Thinking Through a Service Design Process and an Innovative Prototyping Laboratory – Introducing Service Innovation Corner (SINCO)," Conference of DRS 2012 Bangkok.
[40] Matthing, J., Sanden, B. and Edvardsson, B. (2004). “New Service Development: Learning from and with Customers,” International Journal of Service Industry Management, 15(5), 479-498.
[41] Manzini E. and Vezzoli, C. (2003). “A Strategic Design Approach To Develop Sustainable Product Service Systems: Examples Taken from The ‘Environmentally Friendly Innovation’ Italian Prize,” Cleaner Production, 11(8), 851–857.
[42] Noh, K.W., Jun, H.B., Lee J.H., Lee, G.B. and Suh, H.W. (2011). “Module-based Failure Propagation (MFP) Model for FMEA,” International Journal of Advanced Manufacturing Technology, 55(5-8), 581–600.
[43] Ostrom, A., Bitner, M., Brown, S., Burkhard, K., Goul, M., Smith-Daniels, V., Demirkan, H. and Rabinovich, E. (2010). “Moving Forward and Making a Difference: Research Priorities for The Science of Service,” Journal of Service Research, 13(1), 4-36.
[44] Panayides, P. (2006). “Enhancing Innovation Capability Through Relationship Management and Implications for Performance,” European Journal of Innovation Management, 9(4), 466-483.
[45] Pate´-Cornell, E. (2002). “Finding and Fixing Systems Weaknesses: Probabilistic Methods and Applications of Engineering Risk Analysis,” Risk Analysis, 22(2), 319-34.
[46] Porter, M.E. (1985) “Competitive Advantage,” Free Press, New York.
[47] Pawar, K.S., Beltagui, A. and Riedel, J.C.K.H. (2009). “The PSO Triangle: Designing Product, Service And Organization To Create Value,” International Journal of Operations & Production Management, 29(5), 468-493
[48] Patricio, L., Fisk, R.P., Cunha, J.F.E. and Constantine, L. (2011). “Multilevel Service Design: from Customer Value Constellation to Service Experience Blueprinting,” Journal of Service Research, 14(2), 180-200.
[49] Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64(1), 12-40.
[50] Shahin, A. (2004). “Integration of FMEA And The Kano Model－An Exploratory Examination,” International Journal of Quality & Reliability Management, 21(7), 731-746.
[51] Stamatis, D.H. (1995). “Failure Mode and Effect Analysis—FMEA from Theory to Execution,” New York: ASQC Quality Press
[52] Sundin, E., Lindahl, M. and Ijomah, W. (2009). " Product Design for Product/Service Systems：Design Experiences from Swedish Industry", Journal of Manufacturing Technology Management, 20(5), 723 - 753.
[53] Stoughton, M. and Votta, T. (2003). “Implementing Service-Based Chemical Procurement: Lessons and Results,” J Cleaner Production, 11(8), 839-849.
[54] Tang, S.H. and Ho, S.Y. (1996). “Failure Mode and Effects Analysis: An Integrated Approach for Product Design and Process Control,” International Journal of Quality & Reliability Management, 13(5), 8-26.
[55] Tidd, J. and Hull, F. (2003). “Service Innovation: Organizational Responses to Technological Opportunities and Market Imperatives,” London: Imperial College Press.
[56] Terrill, C. and Middlebrooks, A. (2000). “Market Leadership Strategies for Service Companies: Creating Growth, Profits, and Customer Loyalty,” New York : McGraw-Hill.
[57] Tischner, U., Verkuijl, M., Tukker, A. (2002). “First Draft PSS Review,” SusProNet Report, draft 15.
[58] Vargo, S.L. and Lusch, R.F. (2007). “Service-Dominant Logic: Continuing The Evolution,” Journal of the Academy of Marketing Science, 36, 1–10.
[59] Vandermerwe, S. and Rada, J. (1988). “Servitization of Business: Adding Value by Adding Services,” European Management Journal, 6(4), 314-324.
[60] Williams, A. (2007). “Product Service Systems in The Automobile Industry: Contribution to System Innovation?,” Journal of Cleaner Production, 15(11), 1093-1103.
[61] Wang, H.S. and Ho, L.H. (2012). “Application of Service Blueprint and FMEA in Security Management,” International Journal of Innovative Computing, Information and Control, 8(10(B)), 7467-7485
[62] Wang, P.P., Ming, X.G., Li, D., Kong, F.B., Wang, L. and Wu, Z.Y. (2011). “Modular Development of Product Service Systems,” Concurrent Engineering, 19(1), 85-96
[63] Yoon, B., Kim, S. and Rhee, J. (2012). “An Evaluation Method for Designing a New Product-Service System,” Expert Systems with Applications, 39(3), 3100–3108.
[64] Yang, C.C., Lin, W.W., Lin, M.Y. and Huang, J.T. (2006). “A Study on Applying FMEA To Improving ERP Introduction An Example of Semiconductor Related Industries In Taiwan,” International Journal of Quality & Reliability Management, 23(3), 298-322.