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

被引：16

作者：

Abisuga, Abiodun Olatunji ^{[1
]}

Wang, Cynthia Changxin ^{[1
]}

Sunindijo, Riza Yosia ^{[1
]}

机构：

[1] Univ New South Wales, Fac Built Environm, Kensington Campus, Sydney, NSW, Australia

来源：

FACILITIES | 2020年 / 38卷 / 7/8期

关键词：

Facilities management; Post-occupancy evaluation; User experience; FM response; Post-occupancy experience; User feedback; CUSTOMER SATISFACTION; SERVICE QUALITY; COMPLAINTS; OCCUPANTS; EMPLOYEES; JUSTICE; MODEL;

D O I：

10.1108/F-10-2018-0119

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

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.

引用

页码：481 / 499

页数：19

共 40 条

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