Integrating Customer-Dominant Logic in Smart Product-Service Systems Development for the Packaging Industry

In today’s dynamic and interconnected industry, the development of smart product-service systems (SPSS) is crucial for long-term business success. Traditional development approaches are reaching their limits in addressing the increasing complexity and specific customer requirements. Customer-Dominant Logic (CDL) offers a promising perspective by consistently placing the customer at the centre of all activities. This article examines the integration of CDL in SPSS development and presents an innovative reference model. The model enables manufacturers to better understand their role in the customer’s ecosystem and contribute to customer goals through value-oriented solutions.