Smart product service system hierarchical model in banking industry under uncertainties

Ming-Lang Tseng, Tat-Dat Bui, Shulin Lan, Ming Lim, Abu Hashan MdMashud

Research output: Contribution to journalArticlepeer-review

35 Citations (Scopus)
246 Downloads (Pure)


This study adopts the diffusion of innovation theory as to develop the smart product service system model in banking industry due to prior studies are lacking in identifying the attributes. The smart product service system functions are bearing high uncertainty and system complexity; hence, the hybrid method of fuzzy Delphi method and fuzzy decision-making trial and evaluation laboratory to construct a valid hierarchical model and identified the causal interrelationships among the attributes. The smart product service system hierarchical model with eight aspects and 41 criteria are proposed enriching the existing literature and that identify appropriate strategies to achieve operational performance. The results show that seven aspects and 22 criteria are determined as the valid hierarchical model. The institutional compression, digital platform operation, and e-knowledge management are the causing aspects helps to form smart product service system operational performance in high uncertainty. For practices, the banking decision-makers should develop innovative actions relied on the forcible compression, cyber-physical systems, industrial big data, cloud service allocation and sharing, and transparency improvement as they are most importance criteria playing a decisive role in a successful SPSS. This provides guidelines for banking industry practice in Taiwan encouraging the miscellany of digital technology accomplishment for sustainable target.
Original languageEnglish
Article number108244
Number of pages13
JournalInternational Journal of Production Economics
Early online date21 Jul 2021
Publication statusPublished - Oct 2021

Bibliographical note

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This work was supported by the key direction project of knowledge innovation and engineering of the Chinese Academy of Sciences : Y92902MED2 and E0E90804D2 . This study also partially supported by MOST 110-2222-E-468 -002- , Taiwan.


  • Decision-making trial and evaluation laboratory (DEMATEL)
  • Diffusion of innovation theory
  • Digital technology
  • Fuzzy delphi method
  • Smart product-service systems
  • Sustainable innovation

ASJC Scopus subject areas

  • Business, Management and Accounting(all)
  • Economics and Econometrics
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering


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