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Purpose: At a conference inspired by Hans Christian Andersen, this chapter makes the case for his shadowy American contemporary, Edgar Allan Poe.

Methodology: Employing a comparative literary analysis, it contends that consumer culture theory (CCT) can learn more from Poe’s quothful raven than Andersen’s ugly duckling.

Findings: Principally that Poe’s Ps of Perversity, Pugnacity, and Poetry are particularly pertinent to an adolescent, self-harm-prone subdiscipline that’s struggling to find itself and make its way in the world.

Originality: Poe and Andersen’s names rarely appear in the same sentence. They do now.

This study investigates the situations in which productive organizational energy (POE) and organizational performance increase through customer passion, that is, perceived customers’ affective commitment and customers’ positive word-of-mouth behavior. We integrate research on POE with research on customer influences on employees. Based on emotional contagion processes we develop hypotheses for the energizing influences of customers at the organizational level. We test the hypotheses using a dataset containing 495 board members and 8,299 employees of 152 organizations. The results show that customer passion is positively related to POE, which is in turn positively related to organizational performance. Furthermore, the findings indicate that the effect of customer passion on organizational performance through POE depends on top management team’s (TMT’s) customer orientation. By providing first insights into the linkages and contingencies of customer passion, POE, and organizational performance, this study puts forth a more holistic understanding of the energizing effect of customers on organizations.

Drawing on organizational justice theory, this study aims to investigate how perceived organizational exploitation induces frontline hospitality employees’ organizational and interpersonal deviance. Specifically, this study explored the mediating effect of distributive and procedural justice, as well as the moderating effect of justice sensitivity.

The focal research analyzed multiphase survey data from 267 frontline service employees with structural equation modeling.

The results revealed that perceived organizational exploitation induced frontline hospitality employees’ organizational and interpersonal deviance through their perceptions of distributive and procedural justice. Moreover, employees’ justice sensitivity amplified perceived organizational exploitation’s harmful impact on justice perceptions and its conditional influence on organizational and interpersonal deviance.

Organizations should take actions to reduce the occurrence of exploitation to prevent employees’ workplace deviance behaviors. Moreover, organizations can foster employees’ justice perceptions and take care of employees with strong justice sensitivity to reduce the destructive behaviors triggered by organizational exploitation.

By investigating frontline employees’ workplace deviant behaviors, this research identifies new outcomes of exploitation by hospitality organizations. Moreover, the research contributes by offering a justice-based perspective to understand the effects of perceived organizational exploitation. Furthermore, this research helps identify a new boundary condition of being exploited by organizations.

This paper explores the patterns of the current needs of users' social characteristics in post occupancy evaluation (POE) associated with the environmental performance of green buildings using systematic literature review (SLR). This paper aims to establish a conceptual nexus between environmental performance mandates and the current needs of the users' social characteristics.

This paper adopts a SLR approach designed using Preferred Reporting Items for Systematic Reviews and Meta-Analyses for 21 articles that were selected as qualitative synthesis in this study. The search parameter for the selected articles in this review was limited to publications in three databases, Scopus, Web of Science and Emerald, between January 2016 and January 2023, with the help of qualitative software ATLAS.ti 9© in the presentation of the network codes. The initial literature search has retrieved 99 papers which sequentially excluded 42 papers due to exclusion criteria, and the researcher was left with 57 papers. Out of 57, 14 papers were then removed due to duplication of records found in the Scopus and Web of Science databases, and 43 articles were further screened for qualitative synthesis. A thorough critical appraisal was applied to ensure that only selected papers were included, consensus was achieved among the authors and 22 papers were excluded. The qualitative synthesis has finalized 21 studies, and they are selected as confirmative findings.

Using network codes presentation of ATLAS.ti 9©, the result shows that the social characteristics are influenced by the evaluated building category and the users' category – the stakeholders (owners, designers) and the occupants. New-fangled elements in environmental performance mandates are legitimacy and accessibility. The users’ social characteristics are derived from the category of users, where the stakeholders (designers, owners) are relatively a novel benchmark in meeting the POE objectives towards environmental performance. The least attention on the users’ social characteristics based on the findings shows that image, experiential (conjoint), happiness, interactive behaviour, morale and values are depicted as the social current needs in the environmental performance using POE. However, all stakeholders and the building occupants’ social characteristics must have a confirmative relation to the performance mandates, especially for newly performance mandates elements: legitimacy and accessibility.

The research limits the literature search between the recent January 2016 and January 2023 in Scopus, Web of Science and Emerald databases. Limiting the year of publication to the recent years is important to select and rank relevant scientific papers which encompass the reviewed subject. Other limitations include the selection of papers focusing on the POE approach and environmental performance as the main subject of evaluation. Other evaluation purposes that are not related to environmental objectives are excluded in this study.

The characteristics of the social elements become a challenging subject in meeting the environmental performance needs as they lean more towards intangible elements. The novelty of the findings is drawn from the new pattern and current needs of users' social characteristics in POE for environmental performance.

The provision of an accessible and inclusive built environment is both a common regulatory requirement for architects and facilities managers, and a critical issue of equitable access for people with disability. Post Occupancy Evaluation (POE) is key to ensuring appropriate building accessibility is provided and maintained. Improved Building Information Modelling (BIM) integration with Facilities Management (FM) will enable more effective POE over time. This study aims to define and demonstrate the practicability and utility of a particular configuration of emerging BIM and related digital technologies, applied in the field.

A field study approach is applied to investigate the practicability and utility of the technology configuration and POE procedures. A proposed technology configuration is applied to evaluate 21 accessible bathrooms across three university buildings in Sydney, Australia. First, a checklist of technical functionality for a POE of accessible bathrooms particular to the field study FM context is established. The checklist is based on a review of recent literature, relevant standards, best practice guidelines, expert opinions, and the organisational requirements. Then, a technical and procedural approach to POE and BIM integration with FM is defined and applied in the field. Finally, a quantitative analysis of the results is presented and discussed relative to both the particular and general FM contexts.

The use of low-cost BIM and related technologies can usefully be applied in the field to promote a more progressive integration of BIM with FM and provide enhanced baseline models for ongoing POE. A rudimentary risk assessment of key accessible bathroom features (in the context of this field study) identified that the Toilet: toilet rolls location is unsatisfactory across all bathrooms surveyed and represents an immediate and high-risk failing. Other high-risk issues highlighted in this study included: Approach: access; Entrance: door fittings and security; and Layout: hazards.

This study offers a blue-print for building practitioners to adopt and progressively integrate low-cost BIM and related technologies with extant FM systems. The study also promotes an improved approach to effective POE practice in general, and to the assessment of accessible bathrooms in particular.

Recent reviews highlight key barriers to BIM integration with FM and significant limitations to current POE practice. Proposals for BIM integration with FM tend to focus on the comprehensive use of BIM. This study demonstrates the practicability and utility of a more progressive approach to BIM adoption and integration with FM in general. The study is also novel in that it shows how low-cost BIM and related technologies can be used as a baseline reference for ongoing POE. Building practitioners can adopt and adapt the technology configuration and approach to support a range of POE applications. This field study has identified immediate and high-risk potential failings of the accessible bathrooms provided on one university campus in Sydney, Australia.

The purpose of this paper is to identify the extent to which Post-occupancy evaluation (POE) is understood and applied within higher education institutions across the UK and identify users’ perceptions of its efficacy.

A mixed methodology was applied to this research. Part one consisted of an online survey intended to generate an overview of the extent of POE use across the sector. The second phase, intended to develop greater insight and understanding of users’ perceptions of POE, relied upon in-depth interviews with a smaller sample drawn those who had completed the survey in part one.

Differing models of POE are used within higher education institutions with varying degrees of complexity. Models exist that are based on standard structures and templates, whilst entirely bespoke options have been developed by some institutions. The work found that there is a clear preference for applying bespoke methods rather than standardised ones.

The research is based on a sample of Directors of Estates (DOEs) from UK Universities. The conclusions relate specifically to that sector and context. The extent for broader generalisation is limited by the research sample.

The work shows that POE is understood to have differing purpose and effectiveness in individual Universities. As a result there has been a proliferation in the number of models developed and applied. This leads to the conclusion that more coherent and consistent understanding should be promoted within the sector.

The work has implications for the effective management of university buildings to support user satisfaction.

This paper indicates that there is prevalence of applying POE processes in higher education institutions and that specific models have been developed for the sector. However, the extent to which the process is valued and understood is highly variable.

Post‐occupancy evaluation (POE) is a diagnostic tool and system which allows facility managers to identify and evaluate critical aspects of building performance systematically. This system has been applied to identify problem areas in existing buildings, to test new building prototypes and to develop design guidance and criteria for future facilities. Outlines the numerous benefits of POE, including better space utilization, as well as cost and time savings. Describes a conceptual framework and evaluation data‐gathering techniques. Presents examples of the outcomes of a case study POE on a medical facility. Highlights the primary effect of a POE database development project on FM software and summarizes the outcomes of an IFMA Pilot Survey on Academic Facility Performance Feedback.

This paper aims to identify user-centred facilities performance attributes of higher education buildings and how they can be used to evaluate individual learning spaces. These attributes are then consolidated for developing a post-occupancy evaluation (POE) framework in this context.

A systematic review of the literature on the POE of higher education buildings is conducted.

This study identifies 36 facility performance attributes in higher education buildings, which can be categorised into four dimensions: ambient; spatial; technology; and building support and services requirements. These facility performance attributes need to meet user requirements to achieve satisfactory feedback. It is also important to note that user requirements differ from one learning space to another; thus, it is essential to consider the characteristics of individual learning spaces.

The proposed evaluation framework is context-based and may not be suitable to evaluate other types of buildings. It may be further extended and enhanced to meet other facility management evaluation needs.

The POE framework developed in this research can be used to generate facilities management analytic to inform future design and improve existing higher education facilities.

This research has developed a holistic POE framework tool to meet user requirements in higher education buildings.

There are rising issues with the delivery performance of Malaysian low-cost housing (LCH) because the occupants are inclined to perceive safety hazards. Among the safety issues raised during the occupancy period in LCH are structural instability and falling building fragments. Without defining the occupants’ requirements in the early housing development, it is hard to determine the prevailing safety factors. Hence, this paper emphasises the application of post occupancy evaluation (POE) that incorporates participation from the occupants as a tool to assess the safety performance of Malaysian LCH. The purpose of this study is to develop a framework of POE integrated with safety elements for Malaysian LCH.

This research was carried out with a quantitative method using questionnaires as the survey instrument involving safety inspection survey and satisfaction surveys. The inspection survey and Occupants’ Satisfaction Survey were carried out based on 24 LCH projects located in the federal territory of Kuala Lumpur, Malaysia. In total, 380 samples were used for both surveys. Statistical correlation was used to affirm the incorporation of occupants’ participation towards safety performance in the POE approach. The Spearman’s rho (r) correlation was used in the analysis for variables in both surveys which consisted of an ordinal scale.

The correlation result revealed that there was a significant relationship among all safety attributes between safety performance and occupants’ satisfaction. Therefore, a framework consisting of POE and safety elements has been proposed based on the significance of both variables. The development process of the framework used the vital phases of POE and inputs of safety elements which consisted of three main stages: planning phase as safety input, conducting phase as safety process and applying phase as safety output.

The surveys were limited to the rented People’s Housing Programme located in Kuala Lumpur and not extensively to all LCH programmes in Malaysia. The surveys were also not carried out to other LCH programmes such as the Hardcore Poor Housing Programmes and the low- to medium-cost housing because of the limitations of time and resources.

This research has introduced a new dimension for safety performance assessment in LCH using the POE as the safety performance tool. By allowing the participation of occupants for safety assessment, this study stresses the fundamental concept of POE by highlighting the importance of obtaining feedback from the building occupants.

As a proactive measure, the proposed framework was introduced as an improved procedure to inspect safety performance in LCH during occupancy, in lieu of the current assessment process. Receiving complaints from the occupants after the occurrence of incidents is demarcated as a reactive approach, whereas the current inspection survey does not incorporate the occupants’ participation. Feedback from occupants is not a routine of building assessment during occupancy; hence, using POE is generally a new dimension of safety performance in Malaysian LCH.

Client satisfaction is a key element of repeat business and for securing future work in the construction industry. There are areas still in need of improvement for contractors; these areas include the handover process to clients and the subsequent aftercare and organisational learning. Post‐occupancy evaluation (POE) offers an opportunity for a holistic perspective towards continual improvement in construction. While the challenges of POE have been well documented in the design phase, the role of the principal contractor in this area has been under‐researched. The purpose of this paper is to investigate the role of the contractor in the POE process and to identify good practice in improving the building environment for the end users.

The research comprised a comprehensive review of current literature with a focus on existing practices. The review highlighted a need for further research into contractor involvement in POE in the UK construction industry. An electronic questionnaire survey was produced and distributed to the United Kingdom Contractors Group. Subsequent semi‐structured interviews were conducted with willing participants from the survey, to further investigate the responses to the survey.

The key findings from the research highlighted the lack of contractor involvement in POE and insufficient knowledge on how or when to conduct POE on a project. Many of the barriers to POE identified by previous research are not applicable to contractor involvement in POE. The majority of construction professionals believe that POE is time intensive and that there is difficulty in interpreting the information collected from POE. Dissemination of information internally and externally has the potential to offer significant value to organisational and individual development of all stakeholders involved in the process.

The findings are likely to be of interest to designer's facilities management professionals and those involved in construction. Contractors should view POE as a business opportunity to improve the end output for the client and end‐users and not as another expensive problem.

This paper addresses the perceptions of POE within the major UK contractor group. It identifies relevant barriers to POE in the construction process and highlights the lack of POE penetration into the wider construction industry. The research has highlighted that POE has the potential to improve contractor performance and add value to end users of new projects. It has identified that previous research has focused on consultant‐led research as opposed to contractor‐led.