A service-oriented perspective of facility management

Facilities ◽  
2014 ◽  
Vol 32 (9/10) ◽  
pp. 554-564 ◽  
Author(s):  
Christian Coenen ◽  
Daniel von Felten
Keyword(s):  
Design Methodology ◽  
Service Management ◽  
Process Management ◽  
Facility Management ◽  
Content Type ◽  
Management Personnel ◽  
Management Perspective ◽  
Professional Business ◽  
Service Oriented ◽  
Action Process

Purpose – The purpose of this article is to provide a service-oriented understanding of the field of facility management (FM) and describe the role that services management plays in successful FM. Even though the definitions for FM by European Committee for Standardisation include the term “service” several times, there remains a need for an established management understanding that reflects the service character of FM, while also accounting for its multidimensional management challenges. Design/methodology/approach – This goal is achieved by applying the main characteristics of services management to FM, describing the service-specific perspectives of FM, analyzing the specific quality attributes of FM as a service management discipline and introducing important services management implications for FM. Findings – The article describes in detail how FM can benefit from taking a services management perspective and gives useful implications for managers in the following key fields of action: process management, tangibility management, personnel management and relationship management. Originality/value – Services management knowledge and expertise have the potential to position FM as an even more professional business discipline.

Switching behaviour in activity-based working environments: an exploration of the reasons and influencing factors

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eunji Häne ◽  
Lukas Windlinger
Keyword(s):  
Influencing Factors ◽  
Design Methodology ◽  
Online Survey ◽  
Facility Management ◽  
Switching Frequency ◽  
Push Factors ◽  
Content Type ◽  
Activity Settings ◽  
Working Environments ◽  
Switching Behaviour

Purpose A tendency that employees do not frequently switch between different activity settings was reported in previous studies, which are opposed to underlying assumptions of activity-based working (ABW) offices. Although ABW is increasingly becoming a standard office concept, employees’ switching behaviour has not been studied in depth. This study aims to understand employees’ switching behaviour by identifying reasons (not) to switch and various influencing factors of switching behaviour. Design/methodology/approach An online survey was conducted across Switzerland and Belgium, and 124 respondents participated in the questionnaire. The mismatch model was developed to examine whether the misfit between either activity or preference and work environment leads to switching to another place in the office. Findings Results show that most of the respondents switch multiple times a day, which runs counter to the previous studies. Furthermore, this study presented clear evidence that mandatory switching frequency is independent of various factors presented in the study, indicating that the distinction between mandatory and voluntary switching is valid. Besides, results identified privacy, acoustics, distraction, proximity to team/colleagues as reasons to switch and as reasons not to switch, place preference/attachment, proximity to the team were determined. Originality/value This study contributed to better understanding switching behaviour by defining, distinguishing switching behaviour, identifying reasons (not) to switch and influencing factors of switching frequency. In addition, this study compared the misfit between activity and environment and the misfit between preference and environment as push factors leading to switching behaviour. These findings can provide more knowledge of switching behaviour to workplace or facility management practitioners.

The risk associated with strategic decisions: is it a marketing issue?

2019 ◽  
Vol 35 (1) ◽  
pp. 6-8
Author(s):  
Davide Settembre-Blundo ◽  
Alfonso Pedro Fernández del Hoyo ◽  
Fernando Enrique García-Muiña
Keyword(s):  
Design Methodology ◽  
Management Practice ◽  
Current Debate ◽  
Strategic Decisions ◽  
New Approach ◽  
Content Type ◽  
Marketing Function ◽  
Strategic Approach ◽  
Management Perspective

Purpose The purpose of this paper is to analyze the strategic management of risks in companies from a marketing management perspective and to provide some guidance for management practice. Design/methodology/approach This paper presents the authors’ viewpoint, and it conceptualizes a new approach to risk management. Findings The conceptual discussion has opened up a possible new way for enterprises, especially SMEs, to start taking a strategic approach to risk. Originality/value This paper would like to contribute to the current debate on the role of marketing function in managerial practice beyond the classic four Ps.

From service quality to experience – and back again?

2015 ◽  
Vol 7 (1) ◽  
pp. 107-119 ◽  
Author(s):  
Jon Sundbo
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Service Management ◽  
Service Marketing ◽  
Service Research ◽  
Experience Economy ◽  
Content Type ◽  
The Past ◽  
Functional Quality ◽  
Original Contribution

Purpose – This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience? Design/methodology/approach – The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory. Findings – Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version. Originality/value – This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.

A critical analysis of water PPP failures in sub-Saharan Africa

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Salman Tariq ◽  
Xueqing Zhang
Keyword(s):  
Construction Management ◽  
Design Methodology ◽  
Sub Saharan Africa ◽  
African Countries ◽  
Content Type ◽  
Rigorous Approach ◽  
First Case ◽  
Management Perspective ◽  
Sub Saharan

PurposeTop-down pressure from donors, public sector inefficiencies and fund deficits have steered the introduction of public–private partnerships (PPPs) in sub-Saharan Africa. However, PPP activities in the water sector have been quite insignificant compared to other infrastructure sectors in this region. In addition, a number of water PPPs have encountered great difficulties and subsequent failures. This study aims at unveiling the underlying reasons behind failures.Design/methodology/approachThis study has classified the failure types of water PPPs and reviewed the development of water PPPs in sub-Saharan Africa to identify failed ones. Eight failed case studies are completed through the rigorous approach of event sequence mapping.FindingsNine root causes of water PPP failure are identified through a thorough examination of these failed water PPP cases and the interrelationships between these failure causes are established. The failure causes are further generalized through literature focusing on water PPP failures in developing countries and problematic issues that hinder the implementation of successful water PPPs across different Sub-Saharan African countries. Recommendations are provided for future improvements in carrying out water PPPs in Sub-Saharan Africa by learning past lessons and drawing experiences.Originality/valueThis is the first case study on water PPP failures in Sub-Saharan Africa from a construction management perspective. This study will help governments and the private sector in developing stronger future water PPPs.

Effective Surveillance Management during Service Encounters

2017 ◽  
pp. 118-139
Author(s):  
Angelo Bonfanti
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Customer Service ◽  
Service Management ◽  
Service Encounters ◽  
Surveillance Systems ◽  
Future Studies ◽  
Starting Point ◽  
Management Perspective ◽  
Service Oriented

This chapter aims to theoretically examine effective surveillance management (ESM) during service encounters within the servicescape and provide a conceptual framework for the study of this topic in a service management perspective. It analyses antecedents, dimensions and effects of ESM. This study especially proposes as antecedents both improving customer service experience along with meeting customers' need for security and implementing a surveillance service-oriented strategy that includes secure and safe servicescape design, deterrent communication, and trained and motivated security staff. This chapter suggests also that the dimensions of ESM (customer-physical service environment encounters, customer-technological surveillance systems encounters, and customer-security staff encounters) contribute to enhancing service quality, experience quality, and staff productivity. The integration of these dimensions, antecedents, and effects create a theoretically grounded framework that can serve as a starting point for future studies about this topic in the field of service management.

scholarly journals The Giza pyramid: learning from this megaproject

2019 ◽  
Vol 25 (3) ◽  
pp. 364-383 ◽  
Author(s):  
Chris Procter ◽  
Mark Kozak-Holland
Keyword(s):  
Project Management ◽  
Design Methodology ◽  
Ancient Egypt ◽  
Ancient History ◽  
Recent Discussion ◽  
Content Type ◽  
Management Perspective ◽  
Great Pyramid ◽  
Many Sources ◽  
Learning From History

Purpose The purpose of this paper is to demonstrate the contemporary relevance of the management of the Great Pyramid of Giza project. Design/methodology/approach The paper uses evidence from the literature from many disciplines concerning both the objectives and construction of the pyramid. It relates this to recent discussion concerned with the issues faced in megaproject management, which are core to the discussion of success and failure. Findings The analysis shows the significance of the “break-fix model” of megaproject management and how having a sequence of megaprojects builds management through a learning process. It demonstrates the significance of innovation arising from the experience of previous projects in solving major technical challenges and illustrates the importance of the organisation and ethical management of a substantial workforce. Research limitations/implications There is very limited reliable documentary evidence from the time of the construction of Giza (c.2560 BCE). Many sources concerning ancient Egypt are still widely contested. However, the use of research from a combination of disciplines demonstrates the relevance of the project and the importance of learning from history to contemporary project management. Originality/value The authors believe that this is the first paper to analyse the Giza pyramid project from a project management perspective. This was arguably the most significant construction project of ancient history and the paper explains the lessons, which can be learned, which are very significant to today’s megaprojects.

Non-profits and the environment in China: struggling to expand their franchise

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yi Xie ◽  
Yan Meng ◽  
Jie Xiong ◽  
Lu Xu ◽  
Jie Yan
Keyword(s):  
Design Methodology ◽  
Mainland China ◽  
Diversification Strategy ◽  
Content Type ◽  
Environmental Ngos ◽  
The Past ◽  
Governmental Organizations ◽  
Non Governmental Organizations ◽  
Management Perspective ◽  
Environmental Ngo

Purpose Environmental non-governmental organizations (ENGOs), one of the major forces in environmental protection, have developed rapidly in the past few years, especially in developing countries such as China. This paper aims to reveal how the ENGOs select their focuses, specifically if they only concentrate on one focus or on contexts in which they obtain various focuses and the motivations behind their choosing strategies. Design/methodology/approach The current research interviewed 103 leaders of ENGOs covering every province in mainland China and adopts existing theories of NGOs alongside diversification strategy from a management perspective. Findings The results showed that most Chinese ENGOs now tend to be diversified but face different challenges. This research highlights the importance of ENGOs’ resources and capacities in facing current challenges and suggests directions to improve their diversification strategy. Originality/value This research adds value to the research of environmental NGOs and gives suggestions to environmental NGO practitioners, in particular to those in emerging markets.

Key critical success factors of BPM implementation: a theoretical and practical view

2019 ◽  
Vol 26 (1) ◽  
pp. 239-256 ◽  
Author(s):  
Bruna Kaziano do Amaral Castro ◽  
Aline Dresch ◽  
Douglas Rafael Veit
Keyword(s):  
Design Methodology ◽  
Business Process Management ◽  
Critical Success Factors ◽  
Success Factors ◽  
Process Management ◽  
Practical Experience ◽  
Bibliographic Database ◽  
Critical Factors ◽  
Content Type ◽  
Critical Success

Purpose The purpose of this paper is to identify the key critical factors that affect the success of Business Process Management (BPM) implementations, considering the literature and experts practical experience. Design/methodology/approach A systematic literature review (SLR) was conducted, and 25 articles from 12 different countries were selected and analyzed. In addition, through a survey, 113 BPM experts were consulted in order to assist in the evaluation of critical success factors (CSFs) initially identified in the bibliography. Findings All CSFs identified in the literature were accepted as real critical factors according to the tacit knowledge of the experts. Thus, the factors identified in the literature and approved to a large extent by the experts can serve as a basis for organizations and professionals who want to implement BPM to know of their existence, to relate to them, to control them and thus to potentiate the success of the implementation. Originality/value The construction of the theoretical framework based on SLR on BPM is a contribution to the bibliographic database. Another contribution is the identification and synthesis of the CSFs most cited by different authors from 12 different countries and its analysis by professionals on BPM.

Intellectual capital in service‐ and product‐oriented companies

2010 ◽  
Vol 11 (3) ◽  
pp. 305-325 ◽  
Author(s):  
Aino Kianto ◽  
Pia Hurmelinna‐Laukkanen ◽  
Paavo Ritala
Keyword(s):  
Economic Growth ◽  
Intellectual Capital ◽  
Design Methodology ◽  
Systematic Research ◽  
Service Orientation ◽  
Effective Management ◽  
Content Type ◽  
Service Companies ◽  
Protection Mechanisms ◽  
Service Oriented

PurposeAs service companies are occupying an increasingly significant place as drivers of economic growth, there is a pressing need to understand their peculiarities in order to facilitate their effective management and governance. One important area in which this kind of understanding is lacking is intellectual capital (IC) and knowledge management. Although intellectual capital has become the key value driver for all types of organizations, there is a lack of systematic research on whether there are fundamental differences in the IC of service‐oriented versus product‐oriented companies. In an attempt to bridge this gap the paper aims to examine the main differences in IC stocks, creation, management and protection mechanisms between service‐oriented and product‐oriented companies.Design/methodology/approachThe analysis is based on empirical evidence collected from 418 respondents representing HR and R&D functions in 335 Finnish companies.FindingsThe results demonstrate that service‐oriented companies possess more human capital and renewal capital, and focus more on IC creation than product‐oriented companies. In addition, IC protection is stronger in product‐oriented companies. As companies move towards a service orientation they need to change their approach to IC stocks and management, and in this acknowledging the differences between a service and a product orientation is the first step.Originality/valueThe results presented in this study shed new light on the differences between service‐oriented and product‐oriented companies in terms of the possession, management, creation and protection of intellectual capital.

FM research in Switzerland

Facilities ◽  
2014 ◽  
Vol 32 (1/2) ◽  
pp. 18-26
Author(s):  
Lukas Windlinger ◽  
Susanne Hofer ◽  
Christian Coenen ◽  
Franziska Honegger ◽  
Daniel von Felten ◽  
...  
Keyword(s):  
Applied Sciences ◽  
Service Management ◽  
Facility Management ◽  
Research Approach ◽  
Research Projects ◽  
Management Tools ◽  
Content Type ◽  
University Of Applied Sciences ◽  
Relationship Of ◽  
The Relationship

Purpose – This paper aims to review FM research in Switzerland with a focus on recent research projects at the Institute of Facility Management of the Zurich University of Applied Sciences. Design/methodology/approach – The paper provides a summary and review of research projects. Findings – FM research in Switzerland has grown in the past few years and is now well rooted in the Swiss FM industry. The focus is on service management, workplace management and FM in health care. FM research in Switzerland has been driven collaboratively by the Institute of FM and the industry. Research limitations/implications – Research at the IFM is very much oriented towards application and many collaborative projects between industry, public administration and universities have been conducted. However, some fields of FM have received little attention yet. Practical implications – FM research in Switzerland has been driven collaboratively by the Institute of FM and the industry. The focus is on application, e.g. management tools, benchmarking systems or the relationship of FM services, organisational outcomes, and customer satisfaction. Many research results contribute to the development of Swiss FM industry. Originality/value – In this article the authors summarize FM research in Switzerland and their research approach. With this they contribute to transparency and further development of FM research.

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