... environmental factors of cafes more positively than female participants for all adjective pairs. Except for two adjective pairs, no significant difference was found among the evaluations according to genders for the other adjective pairs. Originality/value This study revealed new results about customers...

... analysis. Findings The results show that customer experience of safe retail environments reflects the distinction between informal and formal surveillance in the CPTED theory. The paper also shows that consumers have several different preferences towards surveillance practices and consumers can...

...Fari Akhlaghi During 1994‐1995, work carried out by the author as Head of Unit for Facilities Management Research at Sheffield Hallam University has opened the way for the creation of a new approach to support service management and contracting that could potentially revolutionize the customers...

...J.G.M. Barnhoorn Examines two aspects of facilities management work: the degree of customization involved in professional services; and the skills needed in face‐to‐face interaction with a client. Suggests that these require highly‐skilled individuals to provide an effective service. Concludes...

...Celia Kemsley The role of the facilities manager can have an effect on the customer even though there is no direct contact. Increasingly, the customer is buying a relationship with the organisation, not just the product. In the long term the physical working environment has much to contribute...