Facility managers' responses to user post-occupancy feedback: a conceptual framework

Purpose This study aims to explore the various approaches used in the general customer service industry to develop a conceptual framework for evaluating the responses of facility managers to user post-occupancy feedback. Design/methodology/approach This study uses conceptual analysis based on a comprehensive review of relevant literature. Findings The results of the study established 24 propositions which are categorised under organisational response dimensions specific to facilities management (FM): timeliness, facilitation, redress, apology, credibility of explanation, attentiveness, effort and their relationships with overall satisfaction and post-feedback behaviour, such as word of mouth and acceptance to continue using the facilities. Originality/value In the FM area, no systematic approach has been previously established to evaluate and improve the response process to the users' feedback. The proposed framework is a pioneer contribution in this area.