Abstracts – Browse Results
Click on the titles below to expand the information about each abstract.
Viewing 12 results ...
Bresnen, M and Marshall, N (2000) Motivation, commitment and the use of incentives in partnerships and alliances. Construction Management and Economics, 18(05), 587-98.
Crosthwaite, D (2000) The global construction market: a cross-sectional analysis. Construction Management and Economics, 18(05), 619-27.
Fong, P S-W and Choi, S K-Y (2000) Final contractor selection using the analytical hierarchy process. Construction Management and Economics, 18(05), 547-57.
Holm, M G (2000) Service management in housing refurbishment: a theoretical approach. Construction Management and Economics, 18(05), 525-33.
- Type: Journal Article
- Keywords: customer satisfaction; housing refurbishment; service quality
- ISBN/ISSN: 0144-6193
- URL: https://doi.org/10.1080/014461900407338
- Abstract:
It is unusual to find that housing refurbishment projects have been undertaken with a clear focus on customer orientation directed towards the tenants, or owners of cooperative flats or condominiums. Only recently have researchers in construction management begun to look closer at the relationship between contractors and customers. To assess the scope for customer orientation in the refurbishment industry, current thinking in service management is reviewed here in an attempt to identify principles with implications for housing refurbishment. There is a consensus among service management investigators that services are intangible; other often mentioned characteristics are heterogeneity, perishability, and the inseparability of production and consumption. Except for inseparability these characteristics are valid for refurbishment. Nevertheless, features such as the long turn-round time, the number of participants, the complexity and the uncertainty, distinguish housing refurbishment from most services. There is strong empirical support for the claim that customer satisfaction increases customer loyalty and gives the service producer a positive reputation, ultimately increasing profitability. It is concluded that this insight can be interpreted operationally for housing refurbishment projects, bearing in mind that the tenant or the owner of a cooperative flat is the customer’s customer.
Hoxley, M (2000) Are competitive fee tendering and construction professional service quality mutually exclusive?. Construction Management and Economics, 18(05), 599-605.
Hua, G B and Pin, T H (2000) Forecasting construction industry demand, price and productivity in Singapore: the Box-Jenkins approach. Construction Management and Economics, 18(05), 607-18.
Landin, A (2000) ISO 9001 within the Swedish construction sector. Construction Management and Economics, 18(05), 509-18.
Loosemore, M and Tan, C C (2000) Occupational stereotypes in the construction industry. Construction Management and Economics, 18(05), 559-66.
Love, P E D, Mandal, P, Smith, J and Li, H (2000) Modelling the dynamics of design error induced rework in construction. Construction Management and Economics, 18(05), 567-74.
Munns, A K and Al-Haimus, K M (2000) Estimating using cost significant global cost models. Construction Management and Economics, 18(05), 575-85.
Nicholas, J, Holt, G D and Mihsein, M (2000) Contractor financial credit limits: their derivation and implications for materials suppliers. Construction Management and Economics, 18(05), 535-45.
Odeyinka, H A (2000) An evaluation of the use of insurance in managing construction risks. Construction Management and Economics, 18(05), 519-24.