A Delphi Technique Analysis of Drivers of Outsourcing Decisions Among Multi-Tenanted Shopping Mall Owners in Ghana

Tannor, Oliver; Alhassan, Tahiru; Ahiadu, Albert Agbeko

doi:10.22361/jfmer/151646

Cited by 6 publications

(19 citation statements)

References 23 publications

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“…FM services can be provided using an in-house sourcing approach (Barret and Baldry, 2003;Ikediashi, 2014;Atkin and Brooks, 2015;Tannor et al, 2022) or outsourcing (Ahamed et al, 2013;Toe, 2015;Amos and Gadzekpo, 2016;Abisuga et al, 2020). These two sourcing approaches are well known approaches in the provision of FM services.…”

Section: Facilities Management Sourcing Approachesmentioning

confidence: 99%

“…Other studies have also identified hidden costs associated with making an outsourcing decision, losing control over outsourced activities, failing to plan an exit strategy, ambiguous terms and conditions, possible contract breach and lack of cohesiveness amongst team members as some of the disadvantages associated with outsourcing of FM services (Dekkers, 2011;Driedonks et al, 2014;Okoro et al, 2020). Tannor et al (2022) also found that 88% of multi-tenanted office building owners in Ghana prefer to manage their buildings in-house due to their strategic advantages. The study showed that an in-house sourcing strategy allows for innovation on the part of the inhouse FM team, and prevents redundancies that can develop from overdependence on external service providers.…”

Section: 22mentioning

confidence: 99%

“…In relation to the studies in Ghana, Tannor et al (2022) assessed the drivers of FM outsourcing decisions of multi-tenanted shopping malls in Accra. Owners of shopping malls were of the view that third party services providers delivered quality FM services than in-house teams.…”

Section: Facilities Management Services In Hotelsmentioning

confidence: 99%

“…Most importantly, effective FM can extend the economic lives of the buildings in question, while also ensuring the safety of users (Wuni et al, 2018). Some studies argued that, implementing FM practices in any institution can significantly improve core service delivery (Atkins and Brooks, 2009;Adedayo and Ayodeji, 2015;Amankwah et al, 2019;Tannor et al, 2022). Therefore, hotel FM can be described as the management of built facilities and organisational assets to maximise efficiency and add value to their performance and services (Okoroh et al, 2002).…”

Section: Introductionmentioning

confidence: 99%

“…In Ghana, studies have been done on outsourcing of FM services in commercial banks, shopping malls, FM performance measurement, FM in public buildings and healthcare facilities (Amos and Gadzekpo, 2016;Wuni et al, 2018;Amankwah et al, 2019;Amos et al, 2019;Kidido et al, 2021;Tannor et al, 2022). Other studies also focused on the hospitality industry, hotel environment, hotel characteristics and location decisions (Mensah and Blankson, 2013;Adam and Amuquandoh, 2014;Ampofo, 2020).…”

Section: Introductionmentioning

confidence: 99%

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Assessment of facilities management sourcing approaches in hotels in Ghana: a study of selected hotels in Wa

Alhassan

Kidido

Tannor

2023

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PurposeThe study aims to assess the sourcing approaches used in providing facilities management (FM) services in hotels. It further explores the factors that influence hotels' choice of sourcing approach and the challenges.Design/methodology/approachThe study used a case study design. Simple random, census and purposive sampling techniques were used to select the hotels and respondents. Data were collected using interviews and analysed thematically. The data were presented in narration and direct quotes from the respondents. The critical factors influencing outsourcing decisions were ranked using the relative importance index. This study is based on a single case. Therefore, further research should be conducted to expand the scope of study nationwide as a step toward making the results more robust.FindingsBoth in-house and outsourcing sourcing approaches were used to provide FM services. In-house FM services mainly focused on cleaning, security and aspects of maintenance. Internet and information technology related services and other maintenance activities were also outsourced. Outsourcing decisions in the various hotel categories were mostly guided by the cost of outsourcing, core business, lack of in-house skills and hotel size.Practical implicationsFM strategy can be developed to guide the management of FM activities in hotels. An approach that adds value and enhances the activities of hotels and provides convenience to customers must be adopted by hotels. Further studies should be conducted on the cost implications of the two main sourcing approaches, as well as the impact of sourcing approaches on customer satisfaction. An additional study should focus on the driving factors influencing the cost and quality of outsourced FM services in hotels. This will help provide comprehensive information on effective FM sourcing approaches and the operations of hotels.Originality/valueThe study focused on the sourcing approaches used by hotels to provide FM services. It also explored the influencing factors and challenges of FM practices in hotels.

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Section: Facilities Management Sourcing Approachesmentioning

confidence: 99%

Section: 22mentioning

confidence: 99%

Section: Facilities Management Services In Hotelsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Assessment of facilities management sourcing approaches in hotels in Ghana: a study of selected hotels in Wa

Alhassan

Kidido

Tannor

2023

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Sourcing approach for facilities management services in social housing within the semi-arid climate of Nigeria

Modu,

Sapri,

Muin

2024

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Purpose The provision of facilities management (FM) services, facilitated by a well-suited sourcing strategy, significantly influences the optimization of dwelling unit performance, augmentation of occupants’ living experiences and the establishment of a secure and comfortable environment. Consequently, this study aims to examine the sourcing approach used for delivering FM services in social housing within Nigeria’s semi-arid climate and to assess the effectiveness of the chosen sourcing approach in the provision of FM services. Design/methodology/approach Data collection involved one-on-one interviews conducted with five principal/senior staff members of the Borno State Housing Corporation in Maiduguri, Northern Nigeria. For data analysis, the NVivo R1 software package and Stata 13.0 were used. Thematic analysis was applied to the data, and the findings were presented through narrations and direct quotes from participants. Logistic regression analysis was subsequently used to assess the effectiveness of the adopted in-house approach in providing FM services in the context of social housing. Findings Administrators of social housing in the semi-arid climate of Nigeria exclusively adopted an in-house sourcing approach for providing FM services. Nevertheless, the in-house approach was conclusively determined to be ineffective in delivering FM services within the specific context of social housing in the semi-arid climate of Nigeria. Originality/value This investigation centred on examining the sourcing strategy used by social housing administrators for delivering FM services in social housing within a semi-arid climate of Nigeria. Additionally, the study delved into evaluating the efficacy of the chosen sourcing approach in the actual provision of FM services.

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A post-occupancy evaluation of in-house facilities management service quality and user satisfaction in multi-tenanted office buildings in Ghana

Tannor

Appau

Attakora‐Amaniampong

2023

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Purpose The purpose of this study is to explore user satisfaction with in-house facility management (FM) services in multi-tenanted office buildings in Accra, Ghana using a post-occupancy evaluation (POE) approach. Design/methodology/approach The study assessed user satisfaction with FM service quality by using a POE of their perceptions about the attitude and courtesy of the FM personnel, the reliability of the FM services they provide, the responsiveness and the competence of the service providers. The study used walk-throughs and questionnaire surveys as the POE methods. One hundred and twenty-one users from 22 multi-tenanted office buildings, who have actively used the FM services for at least a year, were purposively sampled. The data was collected via a survey using a structured questionnaire. The data was analysed using descriptive statistics and principal component analysis in version 25 of statistical package for the social sciences. Findings The study revealed that users were dissatisfied with the quality of in-house FM services across all 15 services The results also showed that users’ satisfaction with the services is not affected by the differences in their age, gender, educational level, job role and number of years in the buildings. The results further demonstrated that the most critical factors that resulted in users’ dissatisfaction were electric facilities, building fabric maintenance, emergency coordination, waste management and the decoration of the buildings during festive seasons. Originality/value To the best of the authors’ knowledge, the present study based on POE to assess user satisfaction with FM services for multi-tenant office buildings has, presumably, not been tackled before in Ghana. The results of the study are very essential to the owners of the buildings and facility managers in decision-making concerning the delivery of FM services. Building industry-wise, the results demonstrate the need for in-house FM managers in multi-tenanted office buildings in Ghana to adopt FM service delivery methods that increase user satisfaction. The results also call for further research into user satisfaction with outsourced FM services in multi-tenanted office buildings and further research on the use of the in-house strategy on other types of buildings to ascertain whether the dissatisfaction with FM is due to other factors such as the choice of FM strategy, the property type etc.

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A Delphi Technique Analysis of Drivers of Outsourcing Decisions Among Multi-Tenanted Shopping Mall Owners in Ghana

Cited by 6 publications

References 23 publications

Assessment of facilities management sourcing approaches in hotels in Ghana: a study of selected hotels in Wa

Assessment of facilities management sourcing approaches in hotels in Ghana: a study of selected hotels in Wa

Sourcing approach for facilities management services in social housing within the semi-arid climate of Nigeria

A post-occupancy evaluation of in-house facilities management service quality and user satisfaction in multi-tenanted office buildings in Ghana

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