... PSS development. For this, different development streams were synchronised and multiple stakeholder perspectives were integrated. Drawing on the socio-technical systems perspective as theoretical lens, the authors utilised knowledge in the field of digital service innovation and servitisation...

... to be considered when designing KMS. It also derives socio‐technical systems design principles based on the theory of deferred action, and a tentative development process with metrics is then proposed for KMS design that caters for emergent, tacit, and explicit knowledge. Practical implications Existing models...