...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...

... 18 02 2021 22 02 2021 © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only 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...

... 10 08 2015 02 11 2015 25 03 2016 11 04 2016 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Education Construction management Procurement Customer satisfaction Post occupancy evaluation Private finance The absence...

... Emerald Group Publishing Limited Licensed re-use rights only Soft factors Hard factors Customer behavior Customer satisfaction Shopping mall Urban complex China’s economy has been on a rising trend in recent years. As a result, the property prices have been surging fast, too...

.... Buildings Data analysis Estimation Education Customer satisfaction Maintenance Finally, it is well-known that pooled regressions may wrongly estimate the standard errors and thereby, the t-values. We dealt with this problem by reporting t-values based on clustered standard...

...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...

... and productivity of staff. The findings have relevance for building designers, owners, operators and end users striving to realize the combined benefits of green and workplace design. Environmental management Organizational culture Customer satisfaction Office layout The two headquarter office...

... 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...

... then be applied to study specific aspects in more detail at later stages, if needed. © Emerald Group Publishing Limited 2008 Benchmarking Energy Customer satisfaction United Kingdom Different drivers have been pushing the international construction industry over the last decades to make...

... 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...

... for improvement in technical functionality or that there are actual problems, the lessor and the tenant can co‐operate to resolve the issues. © Emerald Group Publishing Limited 2008 Office layout Customer satisfaction Job satisfaction Conditions of employment Leasing Contracts Research has...

... (see Appendix). Craig Langston can be contacted at: craigl@deakin.edu.au © Emerald Group Publishing Limited 2008 Office buildings Customer satisfaction Public sector organizations Private sector organizations Research into office design and its effect on employee...

... 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...

... 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 on five factors of a building: 1. office environment...

...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...