在現代的生活形式中，服務已經是現代人不可分割的一部份。為了要提升企業競爭力以及產品的多樣性，不管是服務業或者是製造業，無不積極從事服務創新。然而，產品與服務或許不是很容易能夠劃清界線，為了提升客戶的滿意度，單純的商品銷售模式已經不能滿足客戶的需求，產品服務系統(Product Service System, PSS)因此成為一種更有競爭力的商業模式。
本研究透過失效模式與效應分析(Failure mode and effects analysis, FMEA)結合了服務品質量表進行關鍵失效模式分析，從現有的產品使用／服務流程中找出失效模式。本研究利用產品服務系統創新矩陣，從產品生命週期的不同階段，產生不同的服務概念，並根據這些服務概念產生其對應的產品設計與製造方式。最後根據產品服務系統的特性—產品利用率、能源利用率、顧客接受度以及成本和收入等，利用局部灰關聯進行方案的評估，並找出最適合推動的產品服務系統。
最後，本研究提供一成衣產業的案例，根據本研究提供的方法，逐步建立屬於成衣業的產品服務系統，最後根據決策結果，進行成本效益分析，討論方案的可行性，並討論各種產業進入此產品服務系統的優勢與劣勢。

中文摘要 1
第壹章 緒 論 9
第貳章 文獻回顧 11
2.1 產品服務系統(Product-Service System, PSS) 11
2.1.1 產品服務系統概述 11
2.1.2 產品服務系統種類 12
2.1.3 產品服務系統開發 14
2.1.4 產品服務系統案例 17
2.2 失效模式與效應分析(Failure Modes and Effects Analysis, FMEA) 21
2.2.1 製造業的FMEA 21
2.2.2 服務業的FMEA 22
2.3 服務創新 23
2.4 小結 27
第參章 研究方法 28
3.1 顧客調查 28
3.2 從原有的服務流程中尋找失效模式 28
3.3 建立服務品質問卷與重要度－績效度分析 29
3.4 利用關聯矩陣找出關鍵失效模式 30
3.5建立產品服務系統創新矩陣 31
3.6 結合產品服務概念與評估 32
3.6.1 灰關聯生成 32
3.6.2 灰關聯係數 33
3.6.3 計算灰關聯度 34
3.7 情境分析 34
第肆章 案例分析 35
4.1. 顧客調查和從原有的服務流程中尋找失效模式 35
4.2建立服務品質問卷與重要度-績效度分析 40
4.2.1 一般失效模式 (F1~F25) 40
4.2.2 非服務提供者失效: (FN1~FN19) 43
4.3利用關聯矩陣找出關鍵失效模式 44
4.4 建立產品服務系統創新矩陣 49
4.5 結合產品服務概念與評估 54
4.5.1 服務概念整合 54
4.5.2評估準則 55
4.5.3 評估服務情境 55
4.5.4 情境分析： 63
4.5.5 敏感度分析 65
4.6繪製新產品服務系統藍圖 66
4.7 情境分析 67
4.7.1 經濟效益分析 67
4.7.2 案例比較 69
4.7.3 產品服務系統設計策略 71
4.7.4 不同廠商進入優劣勢 72
4.7.5政府的角色 72
4.7.6 文獻比較 73
4.7.7 限制 74
第伍章 結論 74
參考文獻 76
附件 82
附件一：服務品質量表與失效模式問卷 82

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