Facilities: Volume 31 Issue 5/6

Facilities management service and customer satisfaction in shopping mall sector

Eddie C.M. Hui, Pei‐hua Zhang, Xian Zheng

The purpose of this paper is to identify and analyze crucial facilities management (FM) service dimensions that affect customer satisfaction with regards to the shopping mall…

Retail service quality in small retail sector: the Indian experience

Arpita Khare

The objective of the research is to understand Indian consumers' definition of retail service quality with respect to small retailers and influence of hedonic and utilitarian…

Problems and solutions of requirements management for construction projects under the traditional procurement systems

Ann T.W. Yu, Geoffrey Q.P. Shen

This paper aims to focus on requirements management of projects constructed under traditional procurement system. It seeks to discuss the requirements management processes…

Social enterprise applications in an urban facilities management setting

Siti Uzairiah Mohd Tobi, Dilanthi Amaratunga, Nazali Mohd Noor

The paper seeks to build a theoretical argument on social enterprise applications in an urban facilities management (urban FM) setting, by exploring the concepts of urban FM and…

The impact of design decisions on post occupancy processes in school buildings

Kemi Adeyeye, Poorang Piroozfar, Micah Rosenkind, Graham Winstanley, Ian Pegg

This paper aims to review the impact of design and specification decisions for major works during post‐occupancy processes; the routine maintenance and management of school…

Towards a project alliance value for money framework

Charles MacDonald, Derek H.T. Walker, Neveen Moussa

This paper aims to present and describe a value for money framework that can be used on alliance projects to improve the consideration of, and reporting of, value for money.

Editorial

Sarel Lavy PhD