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The Product Service System (PSS) is a new business concept that aims to integrate all phases of the life cycle of a complex engineering product from acquisition to sustainment. However, the PSS design has imposed significant risks to the manufacturer not only in the manufacture of the product itself, but also in the provision of support services over long periods of time at a pre-determined price. It is imperative that servitization transformations are linked to people's expectations and the acknowledgement that no two service experiences or pathways to service are the same. Research of High Reliability Organisations (HROs) has shown that HROs have the required characteristics that can be merged to PSS to overcome these issues. This paper explores correlations between HRO causal factors and PSS requisite capabilities along with service business model to define a new high reliability service dominant product service system.
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