我國產業已進入服務經濟時代，顧客所追求的不單是技術的突破，而是完整的「解決方案」。「服務科學」之所以問世，也是因應這樣的需求轉變，唯有了解服務才有辦法追求「服務創新」。而服務科學的今日，其實建立於先進學者的無數基礎之上，無論是服務的定義、特性、服務和產品的關聯性或是產品服務系統(Product Service System, PSS)的提出。
所謂產品服務系統指得是透過產品和服務的市場化組合共同滿足顧客的需求。由於其高度的整合性，產品服務系統被認為能使製造者、提供者、顧客以及環境同時獲益，儼然是產業創新的明日之星。透過各方面檢視，其實不難發現產品服務系統和服務的本質皆為滿足顧客需求、共同創造價值；但產品服務系統透過服務和產品的適當組合卻能提供顧客更高價值的體驗。對產業而言，產品服務系統不僅能帶來競爭優勢，產業也可視其核心技術、策略聯盟以競爭態勢進行評估及調整，以更具彈性的方式進行產業創新。
然而現有產品服務系統設計工具仍存在許多問題。首先，現有工具缺乏辨別創新潛力及必要性的方法而導致創新程序無法啟動；此外現有程序中創新程度及效能亦無法直接回饋於操作者；而產業應用案例不只少見，也難以看見創新的價值呈現方式。因此本研究將以顧客價值產生方法協助產業發掘顧客價值以作為創新程序的動力來源，並透過系統化設計程序提出產品服務組合及商業模式，期望能協助產業創新。

The concept of product-service systems has been introduced as an ideal customer solution, yet there are still incompletion in exiting tools. First, they lack of ways to recognize the potential of innovation. Second, they are barely broken down into detailed actions, and subjects get less or even no feedback while operating. Third, the evidence of innovative value proposition in industry sectors is rarely seen.
This research proposes a new customer-oriented method that can transform their dissatisfaction to create values beyond expectation, and construct a systematic procedure with detailed steps and guidelines to design combinations of products and services with the systems that support them. The outputs could develop into business models since several tools of service design have been introduced. The feasibility and the applicability are also verified through different phases of test, discussion and modification, in which the participants are multi-disciplinary backgrounds or from industry sectors.
The method starts from gathering customer's negative feelings of existing service. Those feelings can be turned into an ideal model with available technical supports. In result, this research finds that the method not only reach novelty, utility and inventiveness standard, helping providers to propose solutions to meet customers' needs, but also construct a new pattern of innovation. It could also be introduced into human resources system to help training employee with creative thinking.

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