An evaluation of customer perception of FM service delivery

SHAW, D. and HAYNES, B. P. (2004). An evaluation of customer perception of FM service delivery. Facilities, 22 (7/8), 170-177.

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Abstract

Considers the adaptation and application of existing marketing theories to facilities management (FM). Reviews the literature on service quality, service dimensions and the use of service quality data before describing research aimed at generating an adequate set of service dimensions to create a framework around which FM service quality can be measured, and considering the feasibility of segmenting the internal customer base in relation to these service dimensions. Presents the results of a study of an internal department responsible for managing facilities across two large manufacturing sites operated by a major defence contractor, establishing a number of service dimensions applicable to FM service quality measurement: professionalism, provision of competent staff, communications, understanding the customer, reliability, and demonstrating value.

Item Type:	Article
Uncontrolled Keywords:	customer service management, customer services quality, facilities, marketing theory
Research Institute, Centre or Group - Does NOT include content added after October 2018:	Built Environment Division Research Group
Identification Number:	https://doi.org/10.1108/02632770410547534
Page Range:	170-177
Depositing User:	Ann Betterton
Date Deposited:	05 Feb 2009
Last Modified:	18 Mar 2021 21:45
URI:	https://shura.shu.ac.uk/id/eprint/443

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