Abstract: This paper develops and investigates a framework for
the assessment of customer involvement in the service design process
of result oriented product-service systems in order to improve the
service offering in a business-to-business (B2B) context. The
framework comprises five main criteria and fifteen sub-criteria that
contribute to customer involvement in a hierarchy using a maturity
grid to highlight the strengths and weaknesses for each criterion. To
develop the customer involvement framework, an extensive literature
review related to service design, result oriented product-service
system (PSS) and customer involvement in service design was
carried out. Key factors that significantly influence customer
involvement from industry and literature were identified to develop
the framework. A major contribution of the developed framework
includes a hierarchy of appropriate criteria for assessing customer
involvement in the service design process within results oriented
PSS; the definition of four maturity levels which are suitable to
describe the whole spectrum of customer involvement in the service
design process; and finally, The paper concludes by enabling service
providers to: take proactive decisions; screen and evaluate new
services; improve perceived service quality; and provide barriers
against imitation.