...Tahiru Alhassan; Joseph Kwaku Kidido Purpose This study aims to assess how the provision of facilities management (FM) services influences customer satisfaction in hotels in secondary cities. This study focussed on customer satisfaction in relation to specific FM services such as cleaning...

.../value The study identifies the impact of factors such as the environment, price and teaching service on student satisfaction. Students Customer satisfaction Pricing Universities Building Teaching styles Built environment Student satisfaction Price fairness Teaching care University...

...Marcelo Benetti Corrêa da Silva; Suélen Bebber; Gabriel Sperandio Milan; Angélica Ravizzoni Veronese; Jéssica Testolin; Maria Emília Camargo Purpose This paper aims to identify the built environment attributes and dimensions to assess customers’ satisfaction concerning the built environment...

... learned. Education Construction management Procurement Customer satisfaction Post occupancy evaluation Private finance Studies on residential satisfaction among university students abound (Foubert et al., 1998 ; Kaya and Erkip, 2001 ; Hassanain, 2008 ; Amole, 2009...

... to changes in shopping center perceived value vary among segments. Anselmsson (2006) compared sources of customer satisfaction and visit frequency at shopping malls among customer segments based on age and gender. The above lists some of the previous literature on factors affecting customer...

... by Baldwin (1999) for a discussion of this topic. Arnt O. Hopland can be contacted at: arnt.hopland@nhh.no © Emerald Group Publishing Limited 2015 Buildings Data analysis Estimation Education Customer satisfaction Maintenance The condition of public buildings has received much...

...Eddie C.M. Hui; Pei‐hua Zhang; Xian Zheng Purpose The purpose of this paper is to identify and analyze crucial facilities management (FM) service dimensions that affect customer satisfaction with regards to the shopping mall sector, and provide useful implications for FM companies. Design...

...D. Amaratunga; U. Kulatunga; C. Liyanage; Eddie C.M. Hui; Xian Zheng Purpose The purpose of this paper is to identify and analyze crucial variables of customer satisfaction towards residential facility management (FM) service, and to enable FM companies to deliver high quality services. Design...

... Environmental management Organizational culture Customer satisfaction Office layout HQ2 is a 9,300m², two‐storey green office building, located along a major highway approximately the same distance from the downtown core as HQ1 (Figure 2). Although accessible by public transit, most employees...

... and systematic data about the quality of the construction process and the building in order to be able to operate in a customer‐oriented manner and develop their own operations. The purpose of this paper is to examine the typical factors in a construction project as regards customer satisfaction. Design...

...Matthew Tucker; Michael Pitt Purpose The purpose of this paper is to provide an overview of the first stage of primary research undertaken to establish generic customer satisfaction benchmarks for the facilities management (FM) industry, and test whether the benchmarks can be strategically...

... on factors that might be underrated in current design methods and performance assessment ratings. © Emerald Group Publishing Limited 2008 Benchmarking Energy Customer satisfaction United Kingdom Different drivers have been pushing the international construction industry over the last...

... successful in providing satisfying design features. The study thereby provides advice for facility management decision making. Dirk A. Schwede can be contacted at: dirk.schwede@gmail.com © Emerald Group Publishing Limited 2008 Productivity rate Time‐based management Customer satisfaction...

... and functionalities within the physical environment can inevitably enhance their later experience, and second, in the context of the user later achieving customer satisfaction via strategic FM delivery. Findings Argues that user perceptions in FM can be analysed through a two‐fold approach: user perception...

... mechanisms in order to bring them into practise. A good example of a market mechanism is an office space lease contract. Office layout Customer satisfaction Job satisfaction Conditions of employment Leasing Contracts Good performance in relation to the organisation's requirements can...

... settings also tend to have different objectives for what they expect from a specific facility, and similarly, employees have their own needs and behaviour characteristics (Morgan and Allington, 2003). Office buildings Customer satisfaction Public sector organizations Private sector organizations...

... and their outcomes are to be consistent with the delivery of best value and customer satisfaction. The model of the facilities management process presented in the paper shows, for instance, where and how the decision to outsource or retain services in‐house fits into the total picture. The transparency afforded...

... the percentage of satisfied building occupants or “customers” in its leased and owned buildings. The owner used a Customer Satisfaction Survey (CSS), a short six‐section questionnaire designed and administered professionally by the Gallup Organization and Booz Allen & Hamilton, to gauge occupant satisfaction...

...Lisa Campbell; Edward Finch Applies organisational justice theory to facilities management with the aim of increasing customer satisfaction with the service received. Provides an overview of organisational justice theory, and reviews the numerous different forms that this may take. Although...

...Erwin Losekoot; Ruud van Wezel; Roy C. Wood This paper examines conceptual links between facilities and hospitality management in the context of customer satisfaction. In both areas, there has thus far been a lack of theorising about the subject‐matter which might legitimately be encompassed within...