Measuring customer satisfaction : a study of the Swedish real estate industry

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Measuring customer satisfaction : a study of the Swedish real estate industry

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dc.contributor.author Palm, Peter
dc.date.accessioned 2016-09-16T08:16:08Z
dc.date.available 2016-09-16T08:16:08Z
dc.date.issued 2016 en_US
dc.identifier.issn 0263-7472 en_US
dc.identifier.uri http://hdl.handle.net/2043/21319
dc.description.abstract Purpose – 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. Design/methodology/approach – 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. Findings – 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. Research limitations/implications – 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. Practical implications – The insight the paper provides regarding how the industry perceive the Swedish Real Estate Barometer gives direct implications of improvements of the barometer. Originality/value – 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. en_US
dc.format.extent 16
dc.language.iso eng en_US
dc.publisher Emerald en_US
dc.subject Property management en_US
dc.subject Customer relations en_US
dc.subject Commercial real estate en_US
dc.subject Customer evaluation en_US
dc.subject Quality in property management en_US
dc.subject.classification Humanities/Social Sciences en_US
dc.title Measuring customer satisfaction : a study of the Swedish real estate industry en_US
dc.type Article, peer reviewed scientific en_US
dc.contributor.department Malmö University. Faculty of Culture and Society en_US
dc.contributor.department Malmö University. Urban Studies (US) en_US
dc.identifier.doi 10.1108/PM-08-2015-0041 en_US
dc.subject.srsc Research Subject Categories::INTERDISCIPLINARY RESEARCH AREAS en_US
dc.relation.ispartofpublication Property Management;4
dc.relation.ispartofpublicationvolume 34 en_US
dc.description.authorversion No en_US
dc.format.ePage 331
dc.format.sPage 316
mahlocal.rights.oaType green
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