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Facilities management (FM) as a strategic management tool has been an attractive research topic among scholars and practitioners alike for decades. The primary purpose of this paper is threefold: to assess the extent of use of FM roles (strategic, tactical and operational); to examine user satisfaction of service quality performance; and to analyse the influence of FM roles on service quality performance using data from Nigeria’s banking sector.

Relying on exploratory cross-sectional survey, 350 copies of a structured questionnaire were purposively distributed to senior management staff, bank staff, FM supervisors and bank customers in Lagos, Nigeria. One hundred and forty valid responses were returned to give a response rate of 40%. Data collected were analysed using descriptive, Spearman rank correlation and Kruskal–Wallis tests.

It was discovered that strategic facilities planning, IT planning strategy and real estate decisions are the most important FM roles at the strategic level; resource management, data control and planning change at the tactical level; and implementations, building operations and emergencies at the operation level. Findings equally revealed that visual appealing of materials associated with services (tangibles), insisting on error-free records (reliability), willing to help (responsiveness), having the knowledge to answer questions (assurance) and giving individualised attention (empathy) were the most important service quality performance indicators. Furthermore, the study revealed that strategic FM roles significantly influenced tangibles, reliability and responsiveness of staff and the services. Besides, tactical FM roles significantly influenced all service quality indicators except assurance, while operational FM roles had significant influence on tangibles, responsiveness and empathy.

To the best of the author’s knowledge, this study has provided first ever insight into the extent of FM strategic roles in the banking sector and influence of FM roles on service quality performance.

Facilities management (FM) organizations are pivotal in enhancing the resilience of buildings against climate change impacts. While existing research delves into the adoption of digital technologies by FM organizations, there exists a gap regarding the specific utilization of artificial intelligence (AI) to address climate challenges. This study aims to investigate the drivers and barriers influencing the adoption and utilization of AI by South African FM organizations in mitigating climate change challenges.

This study focuses on South Africa, a developing nation grappling with climate change’s ramifications on its infrastructure. Through a combination of systematic literature review and an online questionnaire survey, data was collected from representatives of 85 professionally registered FM organizations in South Africa. Analysis methods employed include content analysis, Relative Importance Index (RII), and Total Interpretative Structural Modeling (TISM).

The findings reveal that regulatory compliance and a responsible supply chain serve as critical drivers for AI adoption among South African FM organizations. Conversely, policy constraints and South Africa’s energy crisis emerge as major barriers to AI adoption in combating climate change challenges within the FM sector.

This study contributes to existing knowledge by bridging the gap in understanding how AI technologies are utilized by FM organizations to address climate challenges, particularly in the context of a developing nation like South Africa. The research findings aim to inform policymakers on fostering a conducive environment for FM organizations to harness AI in fostering climate resilience in built assets.

The objective of this research is to develop an solution to water management at the scale of buildings, through the technological resources. Automating analysis using 3D models helps increase efficiency in buildings during the operational phase, consequently promotes sustainability.

This study presents a methodology based on Design Science Research to automate water management at building scale integrating BIM-IoT-FM. Data from smart meters (IoT) and the BIM model were integrated to be applied in facilities management (FM) to improve performance of the building. The methodology was implemented in a prototype for the web, called AquaBIM, which captures, manages and analyzes the information.

The application of AquaBIM allowed the theoretical evaluation and practical validation of water management methodology. By BIM–IoT integration, the consumption parameters and ranges for 17 categories of activities were determined to contribute to fulfill the research gap for the commercial buildings. This criterion and other requirements are requirements met in order to obtain the AQUA-HQE environmental sustainability certification.

Traditionally, water management in buildings is based on scarce data. The practical application of digital technologies improves decision-making. Moreover, the creation of consumption indicators for commercial buildings contributes to the discussion in the field of knowledge.

This article emphasizes the investigation of the efficiency of use in commercial buildings using operational data and the use of sustainable consumption indicators to manage water consumption.

The purpose of this study is to explore the increased uptake of Artificial Intelligence (AI) technology by Facility Management (FM) organizations for enhanced operational efficiency and competitive advantage. While AI adoption in FM has been widely reported, limited attempts have been made to assess its impact on the social well-being of FM employees. To contribute towards addressing this gap, this study established the essential employee social well-being factors mostly impacted by the adoption of AI in South African FM organizations.

A four-stage design comprising a comprehensive review of literature, expert interviews, questionnaire census and focus group discussion sessions was used to elicit data from a sample of participants drawn from 22 South African FM organizations. The data was analyzed using a combination of content analysis, relative importance index and interpretative structural modeling for various data sets toward achieving the study’s objectives.

Sixteen employee social well-being factors, classified under job satisfaction, social relationship and knowledge development categories, respectively, were identified as being impacted by AI adoption in FM organizations. Furthermore, it was established that job security, job autonomy and professional status, which belong to the job satisfaction social well-being factor category, were deemed by FM employees as being mostly impacted by AI adoption.

The enhanced understanding of the impact of AI adoption on FM employees’ social well-being factors will contribute to the development of a collaborative intelligence framework for managing AI adoption in FM organizations toward engendering optimal AI–FM employee relationships for improved productivity.

Besides being one of the foremost studies to investigate the impact of AI adoption on FM employees’ social well-being, this study introduces a hierarchical framework of understanding employee social well-being factors based on multi-stakeholder perspectives.

The quest for improved facilities management (FM) delivery is receiving immense focus through the incorporation of innovative technologies such as cyber-physical systems (CPS). The system’s high computational capabilities can aid in the abatement of some of the challenges plaguing FM functions. However, the requisite ingredients for the uptake of the system for FM have still not gained scholarly attention. Because performance measurement is a vital index in determining the outcome of FM methods, this study aims to investigate the influence of performance measurement indicators that are influential to the uptake of CPS for delivering FM functions.

A qualitative technique was adopted using the Delphi technique. The panel of experts for the study was selected through a well-defined process based on stipulated criteria. The experts gave their opinions in two rounds before consensus was attained on the identified performance measurement indicators, whereas methods of data analysis were measures of central tendency, inter-quartile deviation and Mann–Whitney U test.

Results from this study showed that 11 of the performance indicators were of very high significance in the determination of the uptake of CPS for FM functions, whereas 5 of the indicators were proven to be of high significance. Furthermore, there was no statistical difference in the opinions of the experts based on their affiliation with academic institutions and professional practice.

The findings of this study contribute practically by aiding policymakers, facility managers and relevant stakeholders with the vital knowledge of delivery mandates for efficient FM services that can spur the uptake of digital technologies such as CPS.

This study contributes to the body of knowledge as it unveils a roadmap of the expected performance output and its accompanying evaluation that would drive the adoption of a promising technology such as CPS in the delivery of FM tasks.

Through its advanced computational capabilities, cyber–physical systems (CPS) proffer solutions to some of the cultural challenges plaguing the effective delivery of facilities management (FM) mandates. This study aims to explore the drivers for the uptake of CPS for FM functions using a qualitative approach – the Delphi technique.

Using the Delphi technique, the study selected experts through a well-defined process entailing a pre-determined set of criteria. The experts gave their opinions in two iterations which were subjected to statistical analyses such as the measure of central tendency and interquartile deviation in ascertaining consensus among the experts and the Mann–Whitney U test in establishing if there is a difference in the opinions given by the experts.

The study’s findings show that six of the identified drivers of the uptake of CPS for FM were attributed to be of very high significance, while 12 were of high significance. Furthermore, it was revealed that there is no significant statistical difference in the opinions given by experts in professional practice and academia.

The study’s outcome provides the requisite insight into the propelling measures for the uptake of CPS for FM by organisations and, by extension, aiding digital transformation for effective FM delivery.

To the best of the authors’ knowledge, evidence from the literature suggests that no study has showcased the drivers of the incorporation of CPS for FM. Hence, this study fills this gap in knowledge by unravelling the significant propelling measures of the integration of CPS for FM functions.

This research focuses on the role of facilities management (FM) elements which are people who represent the household, and process, place and technology as the FM elements. The findings of this research include a list of suggestions to improve SSI implementation based on the FM elements. A waste separation behaviour model was established based on the findings, which was then further validated by experts in related fields.

This paper explains how the process, place and technology elements of FM moderate and influence waste separation behaviour among households. A conceptual framework is proposed, grounded on the theory of planned behaviour (TPB), and a questionnaire survey was conducted to collect primary data from 900 eligible respondents among the residents of high-rise residential units in Malaysia’s capital city, Kuala Lumpur. SmartPLS software was used to analyse the structural equation model (SEM) of the conceptual framework developed to test the moderator’s effects.

The findings show that the process, place and technology moderators significantly and positively affected the relationship between perceived behavioural control and waste separation behaviour. Process and technology moderators significantly and positively affect the relationship between moral norms and waste separation behaviour among households. This research focuses on the role of FM elements which are people who represent the household and process, place and technology as the FM elements. The findings of this research include a list of suggestions to improve Separation at Source Initiative (SSI) implementation based on the FM elements. A waste separation behaviour model was established based on the findings, which was then further validated by experts in related fields.

This study implements the case of categorical moderator type and multiple constructs toward the relationships of formative indicators and contributes to knowledge regarding the analysis of moderator variables and structural equation modelling.

This study explores the significance and implementation priorities for Digital Product Passports (DPP) in the context of building renovation projects. It aims to reveal bottlenecks and how a data-driven workflow bridges the DPP understanding/implementation gap, facilitating the transition towards practices aligned with the EU Green Deal goals.

A mixed-methods embedded design was employed for a real-case study exploration. Desk research and field observations ground the two-level analysis combining project documentation, namely the Bill of Quantities (BoQ), with different criteria in digitalisation and sustainability, such as economic ratio, 3D modelling, waste management, hazards, energy performance and facility management. All results were interpreted from the DPP lens.

The analysis revealed a system for identifying building products representing a significant part of the renovation budget. About 11 priority DPPs were found. Some are crucial for both the deconstruction and construction phases, highlighting the need for an incremental and strategic approach to DPP implementation.

The study is limited to a single case study. Constraints are minimised given the sample's archetype representativeness. The outcomes introduce the need for strategic thinking for incremental DPP implementation. Future research will explore additional criteria and cases.

The research has resulted in a classification framework for DPPs' significance and priority, which is provided with case results. The outcome of the framework provides views on concept alignment to make the implementation in construction more straightforward. Its practical use can be replicated in other projects, emphasizing the importance of data structure and management for the circular economy.

With the continued rise of digital marketing, the opportunity for the hospitality industry to re-imagine and re-design processes and systems to create a seamless customer journey has never been bigger.

In this chapter, the authors look at how customer experience drives innovation and how our changing values, precipitated by social, economic and behavioural flux, mean that hospitality and tourism brands are creating new systems and processes.

The COVID-19 pandemic saw an influx of technology solutions that offered the service industry a multitude of platforms to capture the public's attention to drive both profit and guest experience. The authors have found that the pandemic accelerated trends, and customers have now become increasingly accustomed to instantaneous service. This chapter explores how technology has been leveraged to meet this behaviour and the guest expectations associated with it.

The authors have interviewed four hospitality leaders from various sectors of the hospitality industry to help identify and analyse customer and employee trends. These leaders included: Florence Alloing – Group General Manager at Georgian House in London; David Gardner – Managing Partner at 80 Days; Rob Flinter – General Manager of Park Plaza Waterloo in London and Andrea Shaw – Director at FM Recruitment. Each interviewee was presented with a questionnaire to explore their experiences regarding customer experience, guest expectations, technological advancement, recruitment and organisational values. The authors used a thematic method to identify trends and have presented these findings to support the article. All quotes from these interviews will be referenced (Donald & Donald, 2023).

Organisational strategy becomes reality by connecting organisation’s resources and capabilities in daily operations, and physical workspace is one of the environments in which this takes place. This study aims to explore to what extent factors required for successful strategy implementation are considered when designing, using and managing workspaces of knowledge-intensive organisations.

For the study, managers in 25 large and medium-sized knowledge-intensive organisations were interviewed. The semi-structured interviews focused on organisation’s strategy, strategy implementation practices and workspace design and management. To form a comprehensive framework of strategy implementation success factors for the study, the factors of 11 frameworks were analysed, grouped and renamed.

Current workspace design, usage and management mainly support human-related strategy implementation factors. However, both organisation- and human-related factors are needed for the strategy implementation to be successful. Therefore, the organisations studied may have unused potential in their workspaces to ensure strategy-aligned operations and behaviour.

Due to the potential imbalance between organisation- and human-related strategy implementation factors, a more holistic, organisational-level approach to workspace design, usage and management is recommended to ensure the success of strategy implementation.

Workspaces have extensively been studied from individual strategy implementation factors’ as well as employees’ perspectives. Prior to this work, there are only few studies exploring workspace in the holistic, strategy implementation context.