While service quality receives growing attention in the construction industry, few studies have dealt with the relation between craftsmen and building users. However, when office staff are present in the building during conversion projects (refurbishment or office completion) craftsmen and users will interact. To analyse how this craftsman‐user interaction leads to satisfied or dissatisfied users and ultimately to reputations in the market, a questionnaire survey of office staff and craftsmen in two refurbishment and one office completion project has been carried out. While critical incidents are not as important as expected, the service provided by the contractor appears to be the key to improved reputation. Furthermore, minimizing noise and dust produced should reduce the number of negative views from building users. Findings from the craftsmen survey identify information and work satisfaction as fundamental ingredients for a contractor striving for a positive relation with the users.
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