... and maintenance contractors’ workers. Anthony W.Y. Lai can be contacted at: bswylai@cityu.edu.hk © Emerald Group Publishing Limited 2013 Service quality Contractor performance assessment Service quality assurance Housing China The Hong Kong Housing Authority (HKHA) is the largest...

... Publishing Limited 2012 Customer satisfaction Housing Service quality Expectations Service quality assurance Perception Customer satisfaction is typically conceptualised as an evaluation of post‐purchase perceptions made relative to pre‐purchase expectations. Here, expectations act...