..., and to discuss whether senior citizens’ perceptions are influenced by their backgrounds. Design/methodology/approach A questionnaire type of research was administrated to gain senior citizens’ rankings of services that should be provided by ERFs. Non-parametric statistical models were applied to analyse...

...Arpita Khare Purpose – The purpose of the study was to understand influence of assortment, store facility, service and relationship on Indian consumers’ small retailer patronage behaviour. The determinant of small retailer–consumer relationships was studied. Design/methodology/approach...

...Nicola Brackertz; Russell Kenley This paper presents a new method for measuring facility performance that encompasses financial and non‐financial indicators. This method is the outcome of a pilot study conducted with a local government authority (LGA) in Melbourne, Australia. The service balanced...

... technology and users, particularly regarding user‐satisfaction. Considers the penetration of the maintenance/care market by non‐traditional players and describes features of “Call‐centred maintenance”. Identifies the opportunity within the Private Finance Initiative for total building care services. Many...

...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...