Stakeholder service delivery expectations of military facilities management
Data(s) |
2012
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Resumo |
Purpose – The purpose of this paper is to examine the quality of service of a South East Asian country's military facilities management organisation. Design/methodology/approach – An interview survey and questionnaire survey were used to obtain a description and summary of stakeholders’ expectations and the extent to which they were being satisfied by the services provided. Findings – The method provides a useful means of identifying and prioritising varying expectations between stakeholder groups and of indicating any mismatch in expectations in the management of military facilities. Social implications – The development and use of a method to test and improve the effectiveness and efficiency of the management of military facilities helps in providing better value for money. Originality/value – In addition to re-affirming Parasuraman's overall dimensions of service expectation, the empirical summary of the stakeholders’ expectations obtained in this way is of practical value for the service provider in developing a strategy for expectation management. For the case studied, it is also apparent that although the current processes in service delivery are well understood by all involved stakeholders, there is a need for further improvement with regards to their expectation levels. It is also one of the very few reported studies on the management of military facilities. |
Formato |
application/pdf |
Identificador | |
Publicador |
Emerald Group Publishing Ltd. |
Relação |
http://eprints.qut.edu.au/55063/2/55063.pdf DOI:10.1108/20441241211280891 Jumat, Abdul R., Coffey, Vaughan, & Skitmore, Martin (2012) Stakeholder service delivery expectations of military facilities management. Built Environment Project and Asset Management, 2(2), pp. 142-146. |
Direitos |
Copyright 2012 Emerald Group |
Fonte |
School of Civil Engineering & Built Environment; Science & Engineering Faculty |
Palavras-Chave | #Customer Service Quality #Expectation #Facilities #Facilities Management #Service delivery #Service quality |
Tipo |
Journal Article |