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The purpose of this paper is to increase awareness of the value that can be derived from embracing customer service and ensuring tenant satisfaction.

This literature review synthesizes the results of research conducted around the world to examine the value proposition of customer-focused property management. The literature was identified through a search of academic journal articles and industry publications, together with the authors' experience of working with industry practitioners. Drawing on these sources, the authors identify five emerging trends that are likely to make customer service an even more critical part of property managers' jobs and propose best practices to help property managers actualize the benefits.

Three themes emerge from the literature. First, property managers can add significant value to real estate portfolios by delivering high-quality customer service to tenants. Second, emerging trends in the real estate industry are creating new opportunities for property managers to participate in the value creation process. Third, there are a number of steps property managers can take to leverage customer service to benefit the real estate investors they represent.

Real estate investors, and the property managers working on their behalf, can realize the advantages of customer-focused property management by adopting a series of straightforward best practices, which are discussed in the paper.

The trends identified and practical steps proposed are likely to be all the more relevant in the aftermath of the Covid-19 pandemic.

This research should increase awareness of customer-focused property management and the mechanisms through which it can affect real estate returns. The ten best practices proposed should help property managers deliver effective service to tenants and achieve the associated financial benefits for investors.

The purpose of this paper is to help landlords and property managers to understand what they can do to increase tenants’ satisfaction and propensity to renew their lease, and their willingness to recommend their landlord to other people.

This paper analyses almost 5,000 interviews with private rented sector (PRS) tenants in the UK, conducted over a four-year period, to investigate determinants of resident satisfaction, loyalty (lease renewal) and willingness to recommend their landlord. Statistical analysis is performed using respondents’ ratings of satisfaction with many aspects of their occupancy as explanatory variables. Comparisons are made between interviewees who renew their lease and those who do not renew.

The research finds that “ease of doing business” with their landlord is a strong predictor of residents’ satisfaction, loyalty and advocacy. Other key indicators for lease renewal include relationship management, rent collection and residents’ perception of receiving value for money. Tenants’ willingness to recommend their landlord depends mainly on their relationship with their landlord, how the landlord compares with tenants’ previous landlords and the property management service they receive.

Limitations to this research include the fact that the residents have a single landlord and live on a single estate, one with particular cultural significance, therefore potentially restricting the general applicability of the findings. Although the sample size is large, the number of residents who have reached the end of their lease is relatively small, because the estate has only been occupied by PRS tenants since 2014.

Over the past five years, the PRS has become a significant asset class for institutional investors in the UK. This research should help to improve the landlord – tenant relationship in the PRS, and to increase occupancy rates without compromising rents.

The large sample size in this research, and the use of repeat interviews at various stages of a resident’s occupancy, highlight early signs of discontent that a landlord can act upon to reduce the risk of a tenant moving elsewhere.

The UK's purpose-built student accommodation (PBSA) sector has seen significant institutional investment in recent decades. This paper unpacks contemporary trends and perspectives on the sector. It questions whether PBSA has moved from being an “alternative” to “mainstream” residential asset class, framing the analysis through the lens of market maturity.

The methods triangulate perspectives drawn from literature on the evolution of PBSA as an asset class with illustrations of investment trends across the UK between 2005 and 2020 using data from Real Capital Analytics (RCA), combined with findings from 40 semi-structured interviews with investors and stakeholders in PBSA in the UK London is the focus of the work, whilst other regional cities are integrated for comparison.

The results demonstrate that London's PBSA market is ahead of trends currently being replicated in regional cities. However, the regions currently offer greater return potential and opportunities for risk taking compared to London, where yields are compressed, and the market is considered lower risk. The concept of maturity remains useful as a framework for evaluating markets, however a more granular analysis of sectors is necessary to further understand asset classes within sectors. PBSA continues to trade at a premium across the UK; it is considered the most mature residential asset class.

The emergence of PBSA as an asset class continues to play a developing role within the residential sector and UK investment market. Risk, value and local context remain key when integrating PBSA into institutional portfolios, and as the first to consider the UK market from a qualitative research approach, this research provides a snapshot of these influences in 2021.

Our approach offers original insight into investment trends across the UK and is the first to focus reflections on the London market specifically. The research highlights the role of PBSA as a vanguard asset class for investors into residential, situating its growth within the framework of market maturity and drawing out market nuances from interviews.

The purpose of this paper is to investigate the relationship between occupiers’ satisfaction with the property management service they receive and the financial performance of commercial real estate.

The study uses occupier satisfaction data for 240 UK commercial properties collected over a 12-year period and the annual total returns achieved by those properties. Various statistical techniques are employed to assess whether increasing occupier satisfaction leads to greater returns for investors. These include comparing excess returns and risk-adjusted returns with occupier satisfaction at each property to assess whether superior property management generates outperformance (“positive alpha”). The study also investigates whether the relationship between occupier satisfaction and returns is the same across all sectors and whether it is affected by market conditions.

A positive correspondence is found between benchmark outperformance and occupier satisfaction. The relationship is similar for all sectors of commercial property and is particularly strong during the Global Financial Crisis, indicating that paying attention to satisfying the needs of occupiers has particular benefits during periods when the supply of commercial real estate exceeds demand.

The sample of properties was restricted to those for which occupier satisfaction data had been collected by RealService Ltd and whose owners permitted access to the financial performance results. This meant that the properties belong to only three landlords, all UK REITs that care sufficiently about occupier satisfaction to commission studies. Thus the findings might not apply to all commercial properties. The mechanism by which the positive relationship between satisfaction and financial performance occurs is not tested, but the conventional mechanisms of reputation and customer loyalty (the “service-profit chain”) are discussed.

The findings suggest that it is worthwhile for landlords, or property managers acting on their behalf, to understand the needs of their occupiers in order to deliver the level of service that those occupiers desire. Leases in the UK are generally “triple net” and the total returns used for this analysis are net of property management costs, so the positive relationship between satisfaction and performance is not the result of economising on service delivery. A further implication is that valuers should take more account of occupier satisfaction when assessing the capital value of a property, from which total returns are assessed.

Demonstrating the links between customer service, customer satisfaction and business profitability is rarely attempted because of the many confounding factors that affect profitability. UK listed real estate companies are typically reluctant to reveal the financial performance of individual properties, and information about occupiers’ satisfaction is not generally available. The authors were fortunate to be granted access to a time series of such data, and to be able to demonstrate that attention to delivering a property management service that satisfies occupiers is likely to bring financial rewards to the owners of the property.

Motivated by behavioral theories of the firm, this study aims to consider the extent to which knowledge gaps, organizational inertia and conflicts of interest prevent large real estate investment management firms from approaching asset management in a comprehensive manner.

Results of 93 semi-structured interviews conducted with real estate practitioners working in the USA are thematically analyzed.

All of the aforementioned factors are found to influence real estate asset management practices and serve as potential obstacles to operational excellence.

The qualitative analysis is limited in the sense that it focuses exclusively on the perceptions of real estate practitioners in the USA who work for relatively large organizations. However, it offers compelling evidence that comprehensive asset management is difficult under the best of circumstances, and becomes even more so in the presence of knowledge gaps, organizational inertia and conflicts of interest.

Those working in asset management or with asset managers must be mindful of the obstacles discussed if they hope to encourage and facilitate process improvement.

The study contributes to a small but growing, body of research examining the challenges large real estate investment management firms face when trying to derive value from their asset management platforms.

Corporate occupiers require offices and services which meet their business needs, while landlords must attract and retain occupiers to maximise occupancy and rental income. The purpose of this paper is to help landlords and property managers understand what aspects of property management matter most to corporate occupiers, so that they can achieve a mutually beneficial relationship.

This paper analyses interviews with 1,334 office tenants in the UK, conducted over an 11-year period, to investigate determinants of occupier satisfaction, loyalty and advocacy. Structural equation modelling and regressions are performed using respondents’ ratings of satisfaction with many aspects of occupancy as explanatory variables. The dependent variables include satisfaction with property management, value for money, overall occupier satisfaction, lease renewal intentions and occupiers’ willingness to recommend their landlord.

The aspects with most impact on occupiers’ satisfaction are the office building itself, its location and amenities, and also communication with their property manager, a belief that their business needs are understood and the property manager’s responsiveness to occupiers’ requests. Occupiers’ loyalty depends mainly upon feeling that their rent and service charges provide value for money, an amicable leasing process, the professionalism of their property manager and the corporate social responsibility of the landlord. “Empathy” is crucial to occupiers’ willingness to recommend their landlord, and clear documentation and efficient legal process improve occupiers’ perception of receiving “Value for Money”.

The sample is skewed towards occupiers of prime office buildings in the UK, owned by landlords who care sufficiently about their tenants to commission studies into occupier satisfaction.

This research should help to improve the landlord – tenant relationship, benefitting the businesses that rent property and helping building managers understand where to focus their efforts to achieve maximum effect on occupier satisfaction, loyalty and advocacy.

There has been little academic research into the determinants of satisfaction of occupiers of UK commercial property. This large-scale study enables the most influential factors to be identified and prioritised.

Adolescence is a period of new experiences, including dating. Romantic relationships can be a source of stress; one-third of teens experience dating violence (Molidor & Tolman, 1998; Straus, 2004). Teens are also at a heightened risk for suicide; it is the third leading cause of death among teens (Center for Disease Control [CDC], 2013a). Suicidal ideation, threats, and attempts occur within the context of a relationship where there is also dating violence (Chan, Straus, Brownridge, Tiwari, & Leung, 2008; Else, Goebert, Bell, Carlton, & Fukuda, 2009). Due to life course, adolescence may not have knowledge, experience, or skills to manage these situations. Furthermore, these experiences may shape romantic relationship expectations as adults. Both dating violence and suicidality have short- and long-term effects (for example, see Castellví et al., 2017; Coker et al., 2000; Exner-Cortens, Eckenrode, & Rothman, 2013; Holmes & Sher, 2013; Jouriles, Garrido, Rosenfield, & McDonald, 2009; Magdol et al., 1997; Zaha, Helm, Baker, & Hayes, 2013). However, little is known about how young women that experience teen dating violence and partner suicidality respond (except, see Baker, Helm, Bifulco, & Chung-Do, 2015). This study seeks to explore this gap.

As part of a larger study, 16 young women who had experienced a “bad dating relationship” as a teenager also disclosed that their boyfriends had threatened suicide. These young women completed in-depth, retrospective interviews to discuss their experiences. Interviews were transcribed and analyzed using HyperResearch. Life course and grounded theory guided this research.

The young women that experienced suicidal threats by their dating partners were also victims of a range of abusive behaviors in their dating relationships, including verbal, physical, and sexual abuses and controlling behaviors. The young women struggled with how to deal with the suicidal ideation and the abuse concurrently. Some of the young women believed that the threats of suicide were real, and had concerns for their boyfriends’ well-being. Others believed that their boyfriend was using this as a manipulative tactic to get them the stay in the unhealthy relationship. This impacted how young women dealt with and reacted to the abuse, including if they chose to stay in the relationship or not.

This study provides narratives from young women in relationships where there is dating violence and threats of suicide, which adds to our understanding of the dynamics of how life course impacts both dating violence and suicide. The sample is small and not generalizable. Future research should include both partners to provide a more holistic picture of the relationship. Additional research should also examine any differences of experiences based on gender, race and ethnicity, social class, and sexual orientation.

This has serious implications for prevention education and intervention. Policy-makers may want to consider: (1) mandating additional training for teachers and other adults that work with teens, in order to identify warning signs of both dating violence and suicidal ideation, (2) require education for teens on these topics, and (3) ensure evidenced-based interventions are accessible to teens dealing with these issues.

This paper provides a deeper understanding of teen experiences with suicidal threats and how they respond to them within the context of an abusive dating relationship. Policy-makers, advocates, school personnel, and youth may benefit from these findings, particularly in regard to developing appropriate prevention education and interventions.

The purpose of this paper is to analyse the changing nature of commercial leases with specific reference to the landlord and tenant relationship, lease lengths and incentivisation in the post-recessionary UK property market.

The research applies data analysis utilising the Estates Gazette Interactive database coupled with survey analysis conducted across three UK cities to investigate and compare the changing nature of the commercial property leasing market and the landlord and tenant relationship.

The empirical analysis highlights that recessionary conditions prevalent in the market from the 2007 global crisis has caused a reassessment of lease structures, leading to shorter lease terms and increased use of incentives, as tenants have been empowered to negotiate more flexible leases due to their stronger market position.

This paper builds upon previous research conducted back in 2005, investigating commercial leases in the market up-cycle. The recent volatility in the commercial property sector requires fresh insights and in-depth analysis of lease patterns, length and covenant strength, which is fundamental for investor decision-making. In addition, past research has tended to consider solely landlord or occupier perspectives, whereas this research offers new insight into the landlord–tenant lease negotiation process.

Improvements in special education and the implementation of inclusive education are a significant focus in Myanmar. Legislation toward these goals was officially enacted in the National Education Law, which was amended in 2015. While the Ministry of Education has adopted a policy of inclusive education, which states that all students with disabilities could attend mainstream school classes, classroom settings are not adequately equipped to support students with disabilities. The Department of Social Welfare does not have an inclusive education program. The department's role is to support the training of schools as a part of special education for such students, providing primary special education via different teaching methods and appropriate therapies for students with disabilities. After students pass the primary education exam, they can join middle school, high school, and higher education levels of inclusive education, which run under the Ministry of Education. All special schools in Myanmar focus their different occupational therapies on enhancing students' physical and mental capabilities and collaborating with outside professionals in relevant areas. The Ministry of Education aims to develop the knowledge and skills of teacher educators and teachers, so they can effectively adopt more inclusive teaching practices. Currently, Myanmar's basic education reforms are being carried out through the National Education Strategic Plan (2016–2021). The ministry is currently working to implement a new 4-year pre-service degree program as well as the Basic Education School Quality Assurance Standards Framework. Such a movement to enhance the quality of teachers became a bridge to collaborate between inclusive and special education within two ministries.

Most individuals regularly encounter fire, but certain uses are legally disallowed. Horsley (2020, 2021; in press) proposed the continuum of fire use theory (CoFUT), which posits that the legitimacy of fire use exists on a spectrum. This study aims to investigate the CoFUT and to elucidate the process of conceptualising legitimacy in a sample of legitimate fire users.

A sample of 16 legitimate fire users underwent semi-structured interviews regarding their own experiences with fire, the factors considered when determining the legitimacy of fire use and the relationships between those factors. The data extracted was subjected to conceptual analysis.

Analysis indicated that the legitimacy of fire use is best conceptualised along a continuum. Placement on the continuum required consideration of seven defining attributes: function; location; scale; materials used; characteristics of the actor(s); potential and actual consequences, and social acceptance. These attributes were shown to have interactive semantic relationships with one another.

A continuum approach to understanding fire use is a novel conceptualisation. Exposing the nuances that exist along the continuum could inform early intervention strategies aimed at fostering healthy relationships between young people and fire. Furthermore, practitioners working with arsonists would benefit from adopting a continuum perspective that allows for consideration of offenders’ individualised trajectory “up and down” the continuum of fire use.

Findings offer support for the CoFUT (2020; 2021; in press) and provide insight into how the legitimacy of fire use is conceptualised in legitimate fire users.