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The purpose of this paper is to add to behavioural property literature and improve the landlord‐tenant relationship, through exploring the effect of office (location and building) “keep”, push and pull factors on satisfaction and loyalty of tenants.

Structured face‐to‐face interviews with 38 office tenants are used to identify the important push, pull and “keep” factors and their effects. The results are placed within marketing theories on competition and customer intimacy, and translated into management implications.

The analyses indicate that retaining a tenant requires more relationship efforts than competing through offering a good price/quality ratio. A lot of subjectivity is involved in the tenant's valuation process of “keep” factors, which are mostly functional. Push and pull factors are mostly technical, but can only raise satisfaction up to a certain level.

The sample was confined to two multi‐tenant buildings with small tenants in one region. In the future, the approach should be extended to other regions and tenant types and repeated in time to get longitudinal results.

The empirical results can assist landlords in managing their office buildings better. Landlords can also use the structured interviews as a customer‐relationship management instrument.

This paper gives more insight in “keep” factors and how they can help benefit the relationship between landlord and tenant(s). Also it places studies on tenants' choices and building factors within existing marketing theories on competition.

When current accommodation is unsatisfactory, office organisations consider relocating to new accommodation that optimally facilitates their main processes and supports image and financial yield. However, due to high vacancy levels, public opinion and governmental awareness oppose new office construction. Reusing existing buildings could be the egg of Columbus. This paper aims at answering the questions: which property characteristics are important push and pull factors for relocation? What does this mean for the decision: stay or go?

A literature review of factors determining organisations' accommodation choices was conducted. Interviews were held with large-scale office organisations and creative organisations, discussing relocation drivers. Henceforth, a survey was held among creative organisations, collecting data about property characteristics important for their preferences. Finally, office user preferences were compared with characteristics of structurally vacant buildings.

Traditional push factors like car accessibility, extension need, and location and building image remain important. Nowadays sustainability issues like reducing energy consumption and better public transportation accessibility are highly prioritised pull factors as well. Regarding the creative industries, bike- and public transportation accessibility, multi-tenancy, and ICT and meeting facilities are most important.

Knowing office users' preferences is important to attract and retain stable tenants. If office space supply is highly aligned to end-users' demands and easily adaptable to changing needs, probably more organisations will decide to stay instead of go, leaving behind empty offices.

This study combines data about push and pull factors with relocation decision-making, innovatively focussing on the creative industries. The data can be used to explore opportunities and risks of adaptive re-use of the existing building stock.

The purpose of this paper is to identify the strategies of formal customer evaluations and the use of satisfied customer index in the Swedish commercial real estate industry.

This research is based on an inventory of 24 commercial real estate companies use of formal customer evaluations and an analysis of 15 interviews with top-level managers in the Swedish commercial real estate sector.

Only half of the companies included in the study conduct formal evaluations, although they are considered to work customer oriented. Two different strategies for using formal evaluations is, for improvement work and for signalling quality. One proposed explanation to why only half of the companies conduct formal evaluations is the possibility that the official Swedish Real Estate Barometer is not sufficient if the company would like to use the result for organisational development. There are instead indications that this barometer mainly is used in publicity and marketing purpose, to signal quality.

The research in this paper is limited to Swedish commercial real estate sector. But, the overall strategies for conducting formal evaluations should be applicable in general.

The insight the paper provides regarding how the industry perceive the Swedish Real Estate Barometer gives direct implications of improvements of the barometer.

It provides an insight regarding the use of formal customer evaluations and a proposition of how the Swedish Real Estate Barometer could be changed to better support and fulfil the aim of being a barometer for benchmarking.

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.

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.

Smart card-based E-payment systems are receiving increasing attention as the number of implementations is witnessed on the rise globally. Understanding of user adoption behavior of E-payment systems that employ smart card technology becomes a research area that is of particular value and interest to both IS researchers and professionals. However, research interest focuses mostly on why a smart card-based E-payment system results in a failure or how the system could have grown into a success. This signals the fact that researchers have not had much opportunity to critically review a smart card-based E-payment system that has gained wide support and overcome the hurdle of critical mass adoption. The Octopus in Hong Kong has provided a rare opportunity for investigating smart card-based E-payment system because of its unprecedented success. This research seeks to thoroughly analyze the Octopus from technology adoption behavior perspectives.

Cultural impacts on adoption behavior are one of the key areas that this research posits to investigate. Since the present research is conducted in Hong Kong where a majority of population is Chinese ethnicity and yet is westernized in a number of aspects, assuming that users in Hong Kong are characterized by eastern or western culture is less useful. Explicit cultural characteristics at individual level are tapped into here instead of applying generalization of cultural beliefs to users to more accurately reflect cultural bias. In this vein, the technology acceptance model (TAM) is adapted, extended, and tested for its applicability cross-culturally in Hong Kong on the Octopus. Four cultural dimensions developed by Hofstede are included in this study, namely uncertainty avoidance, masculinity, individualism, and Confucian Dynamism (long-term orientation), to explore their influence on usage behavior through the mediation of perceived usefulness.

TAM is also integrated with the innovation diffusion theory (IDT) to borrow two constructs in relation to innovative characteristics, namely relative advantage and compatibility, in order to enhance the explanatory power of the proposed research model. Besides, the normative accountability of the research model is strengthened by embracing two social influences, namely subjective norm and image. As the last antecedent to perceived usefulness, prior experience serves to bring in the time variation factor to allow level of prior experience to exert both direct and moderating effects on perceived usefulness.

The resulting research model is analyzed by partial least squares (PLS)-based Structural Equation Modeling (SEM) approach. The research findings reveal that all cultural dimensions demonstrate direct effect on perceived usefulness though the influence of uncertainty avoidance is found marginally significant. Other constructs on innovative characteristics and social influences are validated to be significant as hypothesized. Prior experience does indeed significantly moderate the two influences that perceived usefulness receives from relative advantage and compatibility, respectively. The research model has demonstrated convincing explanatory power and so may be employed for further studies in other contexts. In particular, cultural effects play a key role in contributing to the uniqueness of the model, enabling it to be an effective tool to help critically understand increasingly internationalized IS system development and implementation efforts. This research also suggests several practical implications in view of the findings that could better inform managerial decisions for designing, implementing, or promoting smart card-based E-payment system.

This paper aims to investigate business growth in post‐communist Albania using an institutional perspective.

The paper takes an institutional perspective, which emphasises the role of institutional change in enabling/constraining business growth whilst allowing for entrepreneurial objectives and motivations to be taken into account. The analysis is based on firm‐level data collected through a survey questionnaire in April‐July 2004. The paper uses principal components analysis and a regression model to explain the factors that determine the pace of business growth of small firms.

The analysis offers important insights into the nature of entrepreneurship in a post‐communist setting. The age of the firm, the age, education, qualifications and work orientation of the entrepreneur, insufficient information and corruption, explain the differential growth of firms. Older entrepreneurs grow faster suggesting unfulfilled aspirations during communism as well as their access to wider professional, social and possibly also political connections. The positive effect of corruption on business growth suggests that an ability to cope with a corrupt environment has been a necessary entrepreneurial skill during a period of chaotic change in social and formal institutions that has characterized transition in Albania.

This research can be of special interest to studies of entrepreneurship in institutional transformation contexts, and it contributes especially to the accumulation of knowledge on transition economies by looking at the little researched case of post communist Albania.

Building upon Patterson's servant leadership theory, this study aims to present an instrument to measure the constructs of this working theory (identified as agapao love, humanity, altruism, vision, trust, service, and empowerment).

Specifically, the seven component concepts, as defined by Patterson, were used to build items for a servant leadership instrument. This study used DeVellis' “Guidelines in Scale Development” to develop an instrument for Patterson's new theory of servant leadership. The participants for the study consisted of a stratified sample taken from the study response data base. The surveys were created, and administered, using an online survey using surveysuite.

Three separate data collections were used for the development of this instrument reducing the 71‐item scale to 42 items yielding five factors: empowerment, love, humility, trust, and vision.

Recommend that future research include surveys at companies and organizations that advocate servant leadership concepts. Future research should include how each gender influences some of these items.

It is the intention that this instrument has the ability to predict or give measurement to the concepts of Patterson's theory of servant leadership so that a servant leader can measure his or her effectiveness as a servant leader.

According to the review of the literature, this is the first instrument to measure five factors on servant leadership.