... of the facility. It will also provide valuable inputs to policy makers in initiating measures toward the goal of achieving desired user satisfaction. Performance measurement is done to measure the value created by the services, to justify the investment made in creating the facility or to determine if any...

...Jan Bröchner Purpose The purpose of this study is to identify methods appropriate for measuring the direct productivity of facilities management (FM) with respect to the providers, on both the industry level and the firm level. Design/methodology/approach This is a literature survey...

...Christian Coenen; Doris Waldburger; Daniel von Felten Purpose In the past, FM performance was mostly monitored by technical and cost‐related KPIs, whereas the measurement of perceived internal service quality was widely neglected. Thus, the purpose of this paper is two‐fold: first, to develop...

... in knowledge work context in order to increase employees working motivation, job satisfaction and productivity. However, these benefits are not self‐evident. This paper aims to examine the task of measuring the expected benefits. Design/methodology/approach This paper synthesizes the existing literature...