Title: Unveiling the dynamics of product service systems: insights from digital platform ecosystems and customer engagement perspectives

Authors: Luke Treves; Mikko Pynnönen; Mika Immonen

Addresses: Business School, Lappeenranta-Lahti University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Business School, Lappeenranta-Lahti University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland ' Business School, Lappeenranta-Lahti University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland

Abstract: This research delves into the complex relationship between digital platform ecosystems, business-to-customer (B2C) engagement, and the triumph of product-service systems (PSS) business models that prioritise functionality over ownership. While digital platform ecosystems have evolved as collaborative arenas that add value to PSSs, our understanding of their synergistic role in PSS business model success remains limited. An extensive review of 94 peer-reviewed academic articles in business management and economics revealed important influences and correlations between digital platform ecosystem factors and B2C engagement in PSS business models. The key influences include cooperation and collaboration, design and structure, governance, network effects, technology, communication and marketing, value and co-creation, acceptance, trust, and risk. The paper unveils the intricate link between digital platform ecosystems, B2C engagement, and PSS success, stressing adaptability to changing customer preferences and leveraging digital platforms for innovation. It sets the stage for future research in this transformative field.

Keywords: product service system; PSS; digital platforms; digital platform ecosystems; DPEs; consumer engagement; customer engagement; service innovation; open innovation; literature review; servitisation.

DOI: 10.1504/IJSOM.2026.150890

International Journal of Services and Operations Management, 2026 Vol.53 No.1, pp.86 - 105

Received: 11 Sep 2023
Accepted: 20 Sep 2023
Published online: 05 Jan 2026 *

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