Service quality in outsourced facility maintenance services
Abstract
Purpose
The purpose of this paper is to assess service quality of outsourced facility maintenance services (FMS) from end‐user perspective. For this purpose, a two‐dimensional model for service quality in a FMS context is presented.
Design/methodology/approach
This paper is based on interviews in case study organizations.
Findings
The findings suggest that FMS quality may be divided into two industry‐specific dimensions – service recovery quality (response to a service failure) and observed maintenance quality (technical outcome). It seems that the main quality problems are linked to service recovery quality. These problems are caused by personalities of service personnel and lack of communication between end‐users and the service provider.
Practical implications
For FMS providers and building owners it is important to understand the nature of end‐user perceived FMS quality formation. This makes it possible to assess the service provision and to improve the performance of FMS if necessary. If the service recovery processes and observed maintenance quality are not understood well, the improvements may be directed to the wrong processes.
Originality/value
The quality of outsourced FMS is important for employers, employees, building owners and FMS providers. Still, there is very little research on end‐user perceived FMS quality. This paper creates a basis for further research on this important topic.
Keywords
Citation
Marja Rasila, H. and Florian Gersberg, N. (2007), "Service quality in outsourced facility maintenance services", Journal of Corporate Real Estate, Vol. 9 No. 1, pp. 39-49. https://doi.org/10.1108/14630010710742473
Publisher
:Emerald Group Publishing Limited
Copyright © 2007, Emerald Group Publishing Limited