LAUSR

Abstract In the light of intensifying competition, growing customer needs and requirements, and bigger awareness of environmental impact, entrepreneurs are looking for new ways to improve and develop their operations. Currently available business models based on sales and the transfer of ownership rights to products from a manufacturer to the user, which do not include any additional services, do not create a possibility for the customer to fully exploit the products. After some time, machinery sold under such an arrangement ceases to be used and those who bought it have problems with selling the machinery and recovering capital frozen in it. Therefore, seeking new business models seems extremely important as they may improve customer satisfaction and experience with the way products are offered to them and, at the same time, bring a number of benefits to entrepreneurs. One of possible solutions to the above-mentioned issues is the PSS model, which allows selling the accessibility and functions offered by products and their re-use. This publication is an attempt to develop such a model for the printing industry. To this end, questionnaire-based studies were conducted in 80 printing houses from which we learned how printing machines are used and about the needs and problems faced by entrepreneurs. Results of analyses suggest there are deep differences between small, medium-sized, and large printing companies as to the services in which these categories of businesses are interested. Profound analyses conducted for industries to whom PSS design methods are addressed, industrial PSS cases, questionnaire-based studies, statistical analyses, and consultations with experts from different fields helped in developing a new PSS model whose detailed structure, in particular for the printing industry, have never been broadly commented, studied or evidenced so far. This paper is intended to bridge this gap. The approach to the subject is also innovative as it is based on questionnaire-based studies which correctly reflect market reality. Moreover, all services tied to machines have been selected following in-depth statistical analyses and the proposed approach is unusually comprehensive as it covers micro, small, medium-sized, and large enterprises.