User perceptions in workplace productivity and strategic FM delivery

Tucker, Matthew; Smith, Andrew

doi:10.1108/02632770810864989

Cited by 51 publications

(50 citation statements)

References 35 publications

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“…At this point, one may argue that the performance of a PMA in the management of a MOH development can be evaluated based on the opinions of the residents in the development. Many previous studies on the quality of property management or facility management service adopted the subjective approach [50][51][52][53][54][55]. Yet, the reliability of the subjective quality service measures is often undermined by evaluators' biases and sensitive to evaluators' expectations and previous experiences [56,57].…”

Section: Validation Of the Frameworkmentioning

confidence: 99%

Evaluation of Property Management Agent Performance: A Novel Empirical Model

Yau¹,

Ho²

2019

Strategic Management - A Dynamic View

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For many different reasons, property management agents (PMAs) are appointed for managing housing developments in both public and private housing sectors in many different cities. While third-party housing management eases the burdens of property owners and tenants in taking care of their properties, it may lead to agency problems. In fact, cases of mismanagement of multi-owned properties are common in Hong Kong and other Asian cities, leading to accelerated urban decay and augmented confrontations between property owners, users and PMAs. To promote better property management services, the performance of PMAs should be evaluated so market players can benchmark the performance of different PMAs for better-informed decision-making. This study reviews previous and existing measures for evaluating PMA performance and proposes a new evaluation model which is built upon the residual concept proposed by William Sharpe. The ideas underpinning the framework and how a PMA's performance is evaluated using the framework are detailed. Using this new model, 217 housing developments in Hong Kong are studied and the performance of the respective PMAs is evaluated and benchmarked. The evaluation outcomes are validated with the SERVQUAL scores of these 217 housing developments. Practical implications of the research findings follow.

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Section: Validation Of the Frameworkmentioning

confidence: 99%

Evaluation of Property Management Agent Performance: A Novel Empirical Model

Yau¹,

Ho²

2019

Strategic Management - A Dynamic View

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“…However, Tucker and Pitt (2009b) contend that the level of performance measurement research in FM that focuses on customer satisfaction is fairly limited. Moreover, Tucker and Smith (2008) emphasise the importance of gaining customer perceptions through performance measurement to add value to an organisations service delivery, however, methods of gaining customer satisfaction within FM tend to be quantitative in nature (Sarshar and Pitt, 2009), focusing on customer satisfaction surveys and can miss out on important issues.…”

Section: Introductionmentioning

confidence: 99%

Improving service provision through better management and measurement of customer satisfaction in facilities management

Tucker

Pitt²

2010

Journal of Corporate Real Estate

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Article information:To cite this document: Matthew Tucker Michael Pitt, (2010),"Improving service provision through better management and measurement of customer satisfaction in facilities management", Journal of Corporate Real Estate, Vol. 12 Iss 4 pp. 220 -233 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 -The purpose of this paper is to investigate the application of a customer performance measurement system (CPMS) to demonstrate how facilities management (FM) organisations can enhance their existing processes for measuring the customer satisfaction of their service provision. Design/methodology/approach -Customer performance measurement in FM is the process of capturing, measuring, and improving the satisfaction of FM customers. A generic CPMS was developed that FM organisations can adopt to improve their existing service provision. The CPMS was developed using a mixed methods approach was adopted. An instrumental case study was used to test the CPMS. The case study represented what was deemed as a typical FM organisation in the UK. The effectiveness of the CPMS application was first validated internally by the instrumental case study. A series of collective case studies were then used to validate the CPMS externally, by testing a series of other FM companies in the UK to provide further understanding of the potential application of the CPMS. Findings -The findings suggest that by adopting a strategic model that incorporates a balance of quantitative and qualitative methods to gain customer satisfaction of FM service provision, can enhance an FM organisation's existing processes of gaining customer satisfaction. Originality/value -Although there are many studies researching performance measurement in FM, there is a lack of knowledge on the application of customer performance measurement. This paper contends that there is a need to develop a mixed methods system that is not limited to gaining quantitative findings of customer satisfaction, but also gains wider qualitative findings that investigate customer expectations and perceptions of FM service provision. Generic customer satisfaction benchmarks in the UK FM industry were also established, and formed a crucial compo...

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“…The institutional backgrounds of the authors are: (1) The Built Environment Division Research Group at Sheffield Hallam University (Haynes and Price, 2004), (2) The Graduate School of Human Environmental Sciences at Yonsei University (Lee, 2006), (3) The Strathclyde Business School at the University of Strathclyde (Cairns, 2003), (4) The Faculty of Construction and Land Use at Hong Kong Polytechnic University (Gilleard and Tarcisius, 2003), and (5) The School of the Built Environment at Liverpool John Moores University (Tucker and Smith, 2008).…”

Section: From the Object Of Fm Research Towards The Institutional Bacmentioning

confidence: 99%

Discussion of facilities management as an academic discipline

Junghans

Olsson

2014

Facilities

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To what extent are the general requirements met and what does it mean? Abstract (250 words)Purpose -The purpose of this paper is to explore what an academic discipline is and to apply and discuss this definition using facilities management as an example. The paper addresses an academic world that is facing the challenge of developing research and education in response to emerging disciplines and dealing with changes in the higher education system. Institutions are also confronted with the aim of the European Commission to "enhance the performance and international attractiveness of Europe's higher education" (European Commission, 2010).Design/methodology/approach -A structured framework with six criteria outlining an academic discipline was applied to describe the state of the art of facilities management on the basis of systematical literature research. A survey was conducted with 215 contributions from the European Facility Management Network (EuroFM) and additionally 41 Master theses and 25 scientific papers were studied to gain up--to--date insights.Findings -This paper provides a methodical approach on how to analyse and describe emerging disciplines. In addition, an overview of the state of the art in facilities management is shown.Research limitations/implications -The methodological approach for the analysis of academic disciplines was tested using the example of FM. Before transferring the same methodology to other disciplines, researchers are advised to test and further develop the methodology for other disciplines.Practical implications -This paper includes implications for the development and discussion of emerging disciplines in the academic world.Originality/value -This paper contributes to a better understanding of academic disciplines and how they emerge.

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User perceptions in workplace productivity and strategic FM delivery

Cited by 51 publications

References 35 publications

Evaluation of Property Management Agent Performance: A Novel Empirical Model

Evaluation of Property Management Agent Performance: A Novel Empirical Model

Improving service provision through better management and measurement of customer satisfaction in facilities management

Discussion of facilities management as an academic discipline

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