... safety measures and robust quality assurance for improving satisfaction in outsourced cleaning services. Organizations can enhance service quality by prioritizing stakeholder engagement and implementing clear performance metrics. Originality/value This study offers a unique contribution...

... minimising construction management by 33 percent, motivated contractors to regulate their own contracts, minimised unresolved issues by 50 percent, minimised contractor generated change orders by 20 percent, and moving from doing quality control to quality assurance. Research limitations/implications...