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This paper aims to identify antecedents that influence perceived cleanliness by consulting experts and end-users in the field of facilities management (facility service providers, clients of facility service providers and consultants). Business models were evaluated to understand why some antecedents are adopted by practitioners and others are not.

A qualitative study, with end-users (n = 7) and experts (n = 24) in the field of facilities management, was carried out to identify antecedents of perceived cleanliness. Following the Delphi approach, different research methods including interviews, group discussions and surveys were applied.

Actual cleanliness, cleaning staff behaviour and the appearance of the environment were identified as the three main antecedents of perceived cleanliness. Client organisations tend to have a stronger focus on antecedents that are not related to the cleaning process compared to facility service providers.

More (visible) cleaning, maintenance, toilets, scent, architecture and use of materials offer interesting starting points for practitioners to positively influence perceived cleanliness. These antecedents may also be used for the development of a standard for perceived cleanliness.

A basis was created for the development of an instrument that measures perceived cleanliness and includes antecedents that are typically not included in most of the current standards of actual cleanliness (e.g. NEN 2075, ISSA).

The purpose of this paper is to define and analyze causal factors shaping the effectiveness of engineering, procurement and construction (EPC) major projects in meeting the product objectives, from the end-user’s perspective.

An online survey questionnaire was developed and administered to end-users working in major oil and gas projects. Data collection process was initiated on, around 275 end-users, and 213 responses were received, achieving a high response rate of 77 percent.

The results indicate that both alignment of objectives and end-user’s engagement factors exhibit a positive influence on effectiveness of EPC, with the former having higher contribution than the latter. In this context, the product success triangle reveals higher preference of the end-user’s team toward quality than schedule and cost objectives.

Shifting the efforts of involving the end-user forward in time, starting from the planning stage, alleviates the adverse impacts of design changes as well as increases the ability to save cost, improve performance and increase end-user’s satisfaction.

The model raises the awareness of oil and gas industry practitioners toward the critical factors influencing the project effectiveness and proposes useful techniques for maintaining proper alignment between project and product objectives as well as facilitating end-user’s engagement at the site level. As such, it can serve as a motivation tool for aligning the objectives and acknowledging the engagement, with the aim of achieving the product success.

The effectiveness of EPC structural model was developed and tested using PLS–structural equation modeling statistical technique. The interpretation of the structural model demonstrated that both end-user’s engagement and alignment of objectives are essential to successfully achieve project effectiveness.

This study aims to focus on the use of a survey questionnaire to inform a sustainable lighting design modification of an existing university library on the campus of a large land‐grant university in the Mid‐Western USA and also aims to suggest that a similar methodology may be useful in other facilities' design applications.

A 40‐item questionnaire was developed, which sought to evaluate the effect of the existing lighting design on end‐users' perceptions and opinions at the university library and to gather general opinions regarding sustainability from library end‐users. The self‐administered survey asked respondents how much they agreed or disagreed (on a five‐point, Likert‐type scale) with a set of statements about sustainability, their use of the library, and their understanding of and reaction to its existing illumination.

A total of 183 respondents completed and returned questionnaires, the majority of whom indicated that they were undergraduate students enrolled at the university. The survey results indicate that the respondents were aware of sustainability and sustainable lighting; that they were dissatisfied with the library's existing lighting; and that they suggested that these issues be addressed by the university to reduce the library's environmental footprint.

The study fills a gap in the literature since it documents the application of citizen participation theory to solicit input from stakeholders in an institutional setting to influence facility design. However, the research is limited by the fact that the sample comprised mostly of female undergraduate students.

End‐users influenced the design development of a university library's lighting renovation. This renovation is ultimately anticipated to lower the energy consumed to illuminate the facility, to increase the end‐users' perceptions of the facility's sustainability, to meet new university guidelines, and to reduce the facility's environmental impact. There are potential applications for the procedures described herein for other facilities in the integration of stakeholders in renovation projects.

This study set out to collect data from assistive technology professionals about their provision of speech‐driven environmental control systems. This study is part of a larger study looking at developing a new speech‐driven environmental control system. A focus group for assistive technology professionals was conducted. This focus group was recorded, transcribed and then analysed using a framework approach. The analysis suggested that professionals have a ‘mental model’ of a successful user of a speech‐driven system and that in general they consider such systems either as a ‘last resort’ or to work in parallel with another system as a back‐up. Perceived poor reliability was highlighted as a major influence in the provision of speech‐driven environmental control systems although there were also positive perceptions about the use of speech under controlled circumstances. Comparison with published data from end‐users showed that professionals highlighted the majority of issues identified by end‐users. Assistive technology professionals think that speech has potential as an access method but are cautious about using speech‐driven environmental control systems predominantly due to concerns about reliability. Professionals seem able to empathise well with the challenges faced by end‐users in use of these systems.

South Africa still has a considerable housing shortage. Government has tried to overcome this situation by creating programs to provide affordable housing to poor people. However, such housing is either often rejected by the beneficiaries or these express considerable dissatisfaction. This paper thus examines how value is constructed by key role players by looking at the building requirements that they promote, and asks whether there are any significant differences between the perceptions of housing providers and that of end-users, based on building requirements and location indicators. The rationale for the paper stems from the detection that low cost housing projects provided by government housing departments in South Africa (specifically, within the Western Cape Province) are either abandoned or considered non-satisfactory by beneficiaries and, therefore, seemingly not valued by them. This leads to the perception that low cost housing developments are unsustainable.

The methodology used in the paper is based on value management, and urban and social studies literature, and on a multi-case study comprising of three low-cost housing developments.

Results show that there are significant differences between the perception of key role players regarding what are important building requirements and location indicators and the corresponding end-user preferences based on location of the development.

Following the qualitative research approach used in the research, the main study limitations encountered include communication, because the low cost housing beneficiaries are predominately non-English speaking and have low level of literacy. This required the use of oral interviews, interpreters and translation of a significant number of the surveys into English. The data collected are therefore limited to the accuracy of the translations made by the translator.

Results suggest that end-user preferences must be taken into consideration by the government and the design team when planning low-cost housing developments in South Africa, and that this could be achieved by involving the end-users in decision-making during the low-cost housing development process.

This paper is of value to the national and provincial government in South Africa because it outlines the reasons for the lack of happiness and satisfaction among the poor and disadvantaged members of the community in the low cost government subsidised housing, and it suggests steps that can be taken by government to mitigate the housing problems. The paper is also of value to other key stakeholders such as the design consultants, contractors and government officials involved in the housing delivery process.

Providing operational approach to end-users' motivational tendencies in housing facilitates user-centered approach enhancing person-environment congruence. The operational approach is highly critical in case of inaccessibility of end-users in decision making, i.e. mass housing. Therefore, this study aims at explaining end-users' housing motivations from their housing attributes preferences, through a theoretical framework developed based on Maslow's theory. The investigation was carried out by using a self-administered questionnaire conducted on 127 Iranian postgraduate students of Universiti Teknologi Malaysia, and their spouse who lived alongside them. They were selected from those who lived more than one year in mass housing apartments in Malaysia. Using exploratory factor analysis, the housing attributes preferences were analyzed to underlie the latent structure and relations among them; the extracted factors were also labeled based on the different level of needs. Then, conducting one sample t-test hierarchical tendencies among the different motivational factors were identified. Referring to Maslow's theory to explain the concept and characteristics of housing needs results in identification of two different categories of housing attributes in association with the different level of needs. Accordingly, primary levels of needs that associate with relatively tangible and concrete attributes are more likely to be content-specific and predictable. The higher levels of needs that associate with relatively complicated and abstract attributes are more likely to be problematical, confusing, and non-predictable.

The aim of this paper is, first, to discuss how the risk perceptions of computer end‐users may be influenced by improving the process of risk communication by embedding symbols and graphics within information security messages. The second aim is to describe some pilot study research that the authors have conducted in an attempt to ascertain whether the embedding of symbols and graphics within information security messages achieves a shift in the risk perceptions of computer end‐users.

Two pilot studies were undertaken. The objective of each study was to establish whether the embedding of a relevant graphic relating to some known aspect of information security, when placed inside an information security message, would have any influence on the information security risk perceptions of any individual to whom the message was being communicated. In both studies, the method of eliciting a response from each participant involved the use of a type of semantic differential (SD) grid.

On completing an analysis of the responses to the SD grid survey for both studies, no statistically significant differences were detected between the groups with respect to any of the six relevant scales. Nevertheless, it seems that the differences were large enough for the present authors to be convinced that the SD measures used are an appropriate survey technique for future studies in a workplace environment.

The research subjects (i.e. survey participants) for both pilot studies were students of the University of South Australia. There are many ways in which information risk communication could be made more effective and this paper only attempts to show how graphics and symbols could be used to convey risk messages more effectively. This paper does not in any way attempt to provide any “silver‐bullet” solutions for management in terms of what they can do towards managing information risk.

The ultimate objective of this research is to subsequently advise management on how they can communicate information risk simply and more effectively to achieve the final outcome, i.e. the mitigation of actual risks.

It is believed that, if the effectiveness of the various forms of risk communication within an organisation can be increased, then the general perception of the risks to the information systems will be more realistic.

Numerous researchers proved Vertical Greenery System VGS beneficial to buildings and surroundings. However, it is still not widely applied in the tropics like Malaysia. This paper aims to determine the perceptions of VGS among the end users before it can be improved. A survey was conducted among 40 respondents, the end users of VGS in selected buildings within Klang Valley area. The collected data was analysed using statistical tests. From the findings, the primary benefits of VGS perceived by end users are enhancing visual quality, bringing nature harmony, reducing stress and reducing the urban heat island effects. The perceptions contradict with the results of ANOVA test between reducing the urban heat island effects and other VGS benefits that proves the need and effort to work on VGS in Malaysia.

Challenges in social housing projects (SHP) in Brazil are mainly related to design and construction quality and cost constraints. Value delivery to end-users must be a goal, however, jointly considered with the restrictions of such developments. In the SHP context, tight cost constraints frequently have a negative impact on delivering value to end-users. The purpose of this paper is to put forward the proposition that value enhancement can be achieved by reallocating costs to better meet the attributes most valued by end-users, without increasing initial project costs.

A set of tools used in value methodology (VM) is adopted to assist a systematic process with the goal of attaining an optimal functional balance between costs and value delivery to end-users. Desired values were indicated by users in a previous study, resulting in an Index of General Significance. A single case study was carried out to test the approach in a SHP. Opportunities for improvement guided by the desired values of end-users were evaluated.

The VM approach suggests that initial project cost constraints do not necessarily induce value loss for end-users, a recurrent problem that designers and stakeholders frequently face in such contexts. Improvements were made possible through simple cost reallocation.

A single case study was carried out to validate this approach. To create a generalized approach for other similar context further tests should be undertaken.

The proposed VM approach was shown to be efficient in assessing decisions which designers and stakeholders must take, bearing in mind cost constraints and improvements in value delivery to end-users.

Currently in Brazil, end-users’ perceptions are rarely considered into the design process of SHP. The research shows that the proposed approach could be used in similar contexts of social housing to enrich the design process and attain higher satisfaction levels.

An important lesson learned was that subjective parameters based on the desired values of end-users could be combined with technical and functional analysis, thus an objective improvement process was devised. The approach can have clear implications for the product development of SHPs to best match the end-user's value propositions, without neglecting financial and economic needs in such a context.

Inscrutable machine learning (ML) models are part of increasingly many information systems. Understanding how these models behave, and what their output is based on, is a challenge for developers let alone non-technical end users.

The authors investigate how AI systems and their decisions ought to be explained for end users through a systematic literature review.

The authors’ synthesis of the literature suggests that AI system communication for end users has five high-level goals: (1) understandability, (2) trustworthiness, (3) transparency, (4) controllability and (5) fairness. The authors identified several design recommendations, such as offering personalized and on-demand explanations and focusing on the explainability of key functionalities instead of aiming to explain the whole system. There exists multiple trade-offs in AI system explanations, and there is no single best solution that fits all cases.

Based on the synthesis, the authors provide a design framework for explaining AI systems to end users. The study contributes to the work on AI governance by suggesting guidelines on how to make AI systems more understandable, fair, trustworthy, controllable and transparent.

This literature review brings together the literature on AI system communication and explainable AI (XAI) for end users. Building on previous academic literature on the topic, it provides synthesized insights, design recommendations and future research agenda.