Assessing PSS from a multi stakeholders’ perspective: the application of the EVA method in the airport context

Recent economic developments and the spread of technology are pushing companies toward the provision of complex and innovative Product-Service System (PSS). On the other side, information and communication technologies are enabling the identification of a plethora of PSSs characterized by different levels of integration among products, services and infrastructure. In this context, many companies are experimenting difficulties in selecting the proper PSS to be developed, that is the one that concurrently considers the needs of multiple stakeholders and a good engagement of them in the value creation and engineering process. This paper exploits the Engineering Value Assessment (EVA) method to support the evaluation and the assessment of PSS solutions in a B2C context where the management of multiple stakeholders’ perspectives is of utmost relevance. To demonstrate the EVA method applicability, the airport context was selected as an example of system complexity since it involves manifold actors: passengers, airport and airlines. Four different PSSs for the self-drop bag were identified and further analyzed through the EVA method in order to identify which is the best one to be adopted in the studied airport in the north of Italy considering the preferences of the three actors: the passengers, the airport and the airlines.