PurposeThe aim of this study is to identify and understand the role of facility services in the environmental performance of existing office buildings.Design/methodology/approachThe study observes how a facilities management (FM) service provider develops its service processes to meet environmental efficiency objectives. The environmental objectives are adopted from a commonly used green building rating system. The developed processes and services are then analysed and tested against a case facility.FindingsThe results indicate that FM service processes have both direct and indirect influence on the building environmental performance metrics. The results show that, by relatively light changes and modifications to the FM service processes, quite extensive environmental benefits can be achieved.Research limitations/implicationsThe study is preliminary and the results are based on the single case study. Only one service provider was assessed. Moreover, the case study represents a situation where all FM services are provided by one service provider.Practical implicationsFM providers readily hold a great portion of the data required for green management. It can be argued that FM services play a central role in the environmental performance of an office building and FM organizations can significantly support client organizations in their efforts to minimize their total environmental impact.Social implicationsThe majority of carbon dioxide emissions caused by buildings are created during the operating phase of existing buildings. In other words, the way a building is managed and maintained has a major impact on the environmental performance of the building.Originality/valueThe study contributes to the discussion on the role of FM in climate change.

Article information:To cite this document: Eeva Määttänen Tuuli Jylhä Seppo Junnila , (2014),"Applying the KANO model to analyse the value of green FM", Property Management, Vol. 32 Iss 4 pp. 312 -325 Permanent link to this document: http://dx.If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -This research project studies office tenants' perceived value of green service attributes, with the focus being on facility services and management. The purpose of this paper is to gain an understanding of what kind of green attributes tenants value in their office buildings. Design/methodology/approach -The research project was conducted using a single case study methodology. A green facilities management concept was tested in a pilot building. Data were collected via a structured questionnaire based on the Kano model of attractive quality.In addition, open-ended questions were asked to further understand the tenants' views on the matter. Findings -The findings of the research project indicate that tenants have begun to value green attributes in their office buildings. While environmental efficiency is not yet a strategic guideline for small tenants, it would increase their satisfaction with facility management and services. Practical implications -Facility management and service organisations can utilise the results of this study in their own service scopes and process development.Originality/value -This study provides insight into the value of green facilities and user services for small office tenants.

Purpose – The study aims to investigate the effects of a remote energy management service to the energy consumption of retail buildings. The study focuses on analysing the changes in energy consumption after the implementation of a facility service concept where building processes are optimized with a remote energy management system. The paper seeks to demonstrate that remotely operated building management practices, which allow high competence service for all facilities, have a positive impact, beyond traditional facility services, on energy and environmental performance of buildings. Design/methodology/approach – The research analyses the metered energy consumption of two retail building portfolios comprising altogether 44 properties. Additionally, secondary data are collected from archive reviews, observation and interviews. Findings – The research shows that remote energy management service reduced the total energy consumption during the two-year service period by 12 and 6 per cent depending on the portfolio. Electricity consumption was found to decrease by 7 per cent and heating energy by 26 per cent on the average in the first portfolio, and 7 and 4 per cent in the second one, respectively. Research limitations/implications – Variation between buildings was found to be relatively high as the individual characteristics and history of the different buildings inevitably affect the achieved results. Practical implications – The study indicates that remote energy management offers an effective means to reduce the energy consumption and costs, and ultimately climate impacts derived from buildings. Originality/value – The study adds to the knowledge of facilities management in context to energy management and environmental performance of buildings.

Buildings account for ca. 40% of the total energy use in Europe. Energy management and energy efficiency issues are gaining more and more interest in the building sector. However, buildings still use more energy than necessary. The purpose of this study is to understand how the customers of energy management services perceive the value of energy management. The aim is to find out what are the strengths and the weaknesses in energy management service delivery. The study was conducted with a qualitative interview method. The results present three categories of characteristics that represent energy management service delivery: information, split incentive problem and professional skill. The weaknesses of energy management service delivery show as challenges in information flow, lack of information, split incentive problem, key-personnel turnover and full utilization of energy management expertise. The strengths of energy management service delivery show in the high appreciation of the professional skill of the service provider.