Measuring customer satisfaction: a study of the Swedish real estate industry

Palm, Peter

doi:10.1108/pm-08-2015-0041

Cited by 4 publications

(4 citation statements)

References 34 publications

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“…Regarding internal CREM branding, generally, studies are also based on case studies to provide insights in correlation of physical changes with employee performance and other employee and/or organisational outcomes (Omar & Heywood, 2014;Palm, 2016). The intention of such studies is to create a new way of thinking about the physical changes in the workspace and its meaning to employees or other stakeholders .…”

Section: Methodology/research Approachmentioning

confidence: 99%

A Handbook of Management Theories and Models for Office Environments and Services

Appel‐Meulenbroek¹,

Danivska²

2021

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Although workplace design and management are gaining more and more attention from modern organizations, workplace research is still very fragmented and spread across multiple disciplines in academia. There are several books on the market related to workplaces, facility management (FM), and corporate real estate management (CREM) disciplines, but few open up a theoretical and practical discussion across multiple theories from different disciplines. Therefore, workplace researchers are not aware of all the angles from which workplace management and effects of workplace design on employees has been or could be studied. A lot of knowledge is lost between disciplines, and sadly, many insights do not reach workplace managers in practice. Therefore, this new book series is started by associate professor Rianne Appel-Meulenbroek (Eindhoven University of Technology, the Netherlands) and postdoc researcher Vitalija Danivska (Aalto University, Finland) as editors, published by Routledge. It is titled 'Transdisciplinary Workplace Research and Management' because it bundles important research insights from different disciplinary fields and shows its relevance for both academic workplace research and workplace management in practice. The books will address the complexity of the transdisciplinary angle necessary to solve ongoing workplace-related issues in practice, such as knowledge worker productivity, office use, and more strategic management. In addition, the editors work towards further collaboration and integration of the necessary disciplines for further development of the workplace field in research and in practice. This book series is relevant for workplace experts both in academia and industry.This second book in the series focuses on the role of workplace management in the organization and the tasks that workplace management needs to consider. The 18 theories that are presented in this book and applied to workplace research discuss management aspects from the organization's perspective or dive deeper into issues related to people and/or building management. They all emphasize that workplace management is a complex matter that requires more strategic attention in order to add value for various stakeholders. The final chapter of the book describes a first step towards integrating the presented theories into an interdisciplinary framework for developing a grand workplace management theory.

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Section: Methodology/research Approachmentioning

confidence: 99%

A Handbook of Management Theories and Models for Office Environments and Services

Appel‐Meulenbroek¹,

Danivska²

2021

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“…Most of the time, a tenant would consider the internal or external attributes of a house that they intend to rent. Across the multitude of studies regarding real estate rentals, some analysed how an office's building and location affect the satisfaction and loyalty of tenants (Appel-Meulenbroek, 2008), some explored the evaluation strategies and satisfaction of tenants (Palm, 2016), and some examined the association between their satisfaction and lease renewal intentions (Sanderson, 2019). However, to the best of our knowledge, no study thus far has analysed tenant satisfaction and loyalty by linking TPB components (attitudes, perceived behavioural control and social norms) and the technical and functional dimensions related to a building's interior and exterior.…”

Section: Introductionmentioning

confidence: 99%

The Influence of the Technical Dimension, Functional Dimension, and Tenant Satisfaction on Tenant Loyalty: An Analysis Based on the Theory of Planned Behavior

Lee

Ting

Yeh

et al. 2021

International Journal of Strategic Property Management

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This study primarily explored the influence of the technical dimension, functional dimension, and tenant satisfaction on tenant loyalty. The theory of planned behavior served as the basis of this study, and the three aforementioned factors (the technical dimension, the functional dimension, and tenant satisfaction) were incorporated into a conceptual framework for tenant loyalty. Structural equation modeling (SEM) was employed for parameter estimation. The participants consisted of tenants residing in eight administrative districts in Kaohsiung City. 315 questionnaires were administered, all of which were returned. After removing 15 invalid responses, there were 300 valid responses, which indicated an effective recovery rate of 95.2%. The results showed that the technical dimension, the functional dimension, and attitude significantly and positively influenced tenant satisfaction. Tenant satisfaction, perceived behavioral control, and social norms significantly and positively influenced tenant loyalty. Tenant satisfaction mediated the influence of the technical dimension and the functional dimension on tenant loyalty; the mediating effect of the functional dimension on tenant loyalty was greater than that of the technical dimension. The findings of this study highlight the measures rental companies should adopt in order to enhance the technical dimension, functional dimension, and tenant satisfaction, as this is crucial to maintaining sustainable operations.

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“…But, they do support the widely held notation that property managers can no longer do their jobs effectively when they devote more attention to buildings than to the people who occupy them (Appel-Meulenbroek, 2008;Palm, 2016;Morgan et al, 2017). In fact, there are those P r o p e r t y M a n a g e m e n t who now believe few factors are likely to contribute more to property managers' success in the future than the quality of customer service they provide to tenants and the strength of the relationships they build with them (Lindholm, 2008;Noor and Pitt, 2009;Palm, 2011;Ojekalu et al, 2019b;Sanderson, 2016).…”

Section: Heightened Tenant Demandsmentioning

confidence: 72%

“…Scholars and practitioners alike agree that a structural shift has taken place in the real estate industry over the last two decades (Alter, 2008; Bell, 2002; Lindholm, 2008; Palm, 2016). Both commercial and residential tenants now demand more from their landlords and property managers than they did in the past (Appel-Meulenbroek, 2008; Noor and Pitt, 2009; Sanderson, 2019).…”

Section: The Growing Importance Of Customer-focused Property Managementmentioning

confidence: 99%

Recognizing and realizing the value of customer-focused property management

Sanderson

Read

2020

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PurposeThe purpose of this paper is to increase awareness of the value that can be derived from embracing customer service and ensuring tenant satisfaction.Design/methodology/approachThis literature review synthesizes the results of research conducted around the world to examine the value proposition of customer-focused property management. The literature was identified through a search of academic journal articles and industry publications, together with the authors' experience of working with industry practitioners. Drawing on these sources, the authors identify five emerging trends that are likely to make customer service an even more critical part of property managers' jobs and propose best practices to help property managers actualize the benefits.FindingsThree themes emerge from the literature. First, property managers can add significant value to real estate portfolios by delivering high-quality customer service to tenants. Second, emerging trends in the real estate industry are creating new opportunities for property managers to participate in the value creation process. Third, there are a number of steps property managers can take to leverage customer service to benefit the real estate investors they represent.Practical implicationsReal estate investors, and the property managers working on their behalf, can realize the advantages of customer-focused property management by adopting a series of straightforward best practices, which are discussed in the paper.Social implicationsThe trends identified and practical steps proposed are likely to be all the more relevant in the aftermath of the Covid-19 pandemic.Originality/valueThis research should increase awareness of customer-focused property management and the mechanisms through which it can affect real estate returns. The ten best practices proposed should help property managers deliver effective service to tenants and achieve the associated financial benefits for investors.

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Measuring customer satisfaction: a study of the Swedish real estate industry

Cited by 4 publications

References 34 publications

A Handbook of Management Theories and Models for Office Environments and Services

A Handbook of Management Theories and Models for Office Environments and Services

The Influence of the Technical Dimension, Functional Dimension, and Tenant Satisfaction on Tenant Loyalty: An Analysis Based on the Theory of Planned Behavior

Recognizing and realizing the value of customer-focused property management

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