Facility managers’ responses to user post-occupancy feedback: a conceptual framework

Abstract

Purpose This study aims to explore the various approaches used in the general customer service industry to develop a conceptual framework for evaluating the responses of facility managers to user post-occupancy feedback. Design/methodology/approach This study uses conceptual analysis based on a comprehensive review of relevant literature. Findings The results of the study established 24 propositions which are categorised under organisational response dimensions specific to facilities management (FM): timeliness, facilitation, redress, apology, credibility of explanation, attentiveness, effort and their relationships with overall satisfaction and post-feedback behaviour, such as word of mouth and acceptance to continue using the facilities. Research limitations/implications The established propositions are derived from existing theories using a deductive approach. The framework can be further enhanced to suit various applications in FM services. Practical implications This conceptual framework is a generic model, appropriate to many FM scenarios. The framework can be used to develop standard policies and procedures to foster and encourage collaborative relationships between users and facility managers. It reinforces transparency and trust between facility managers and users during the operation and management of the facilities, and improves FM effectiveness, facility performance and user post-occupancy experience. Originality/value In the FM area, no systematic approach has been previously established to evaluate and improve the response process to the users’ feedback. The proposed framework is a pioneer contribution in this area.

Smart Technologies in the Field of the Facility Management

“…Taip pat pastatų ūkio valdymo vei kla yra ne tik orientuota į pastatą ir jo fizines savybes, bet taip pat yra susijusi su pastatų savininkų, nuomininkų ir apskritai visų pastato naudotojų gerove. Anot Abisuga et al (2020), blogas pastatų valdymas gali turėti įtakos greitesniam įrenginių susidėvėjimui, tai daro įtaką pasta tų vartotojų produktyvumui ir jų pasitenkinimui. Todėl toliau bus aptariamos išmaniosios technologijos, kurios lemia efektyvesnį pastatų ūkio valdymą.…”

Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback

“…This is a less formal process for collecting data more frequently than the traditional POE, and it is important to continuously support, enhance and examine the performance of facilities [5,6]. User post-occupancy feedback refers to the facilities' performance information collected from end-users and it is in the form of compliments and complaints [7]. User post-occupancy feedback can be gathered via both formal and informal channels, such as social media, internal memos, e-mail, face-to-face reporting and phone calls [6,8,9].…”

“…Besides, it was found that facility manager responses to feedback contribute to different levels of user satisfaction [13]. Indeed, in FM, while there has been some research into user satisfaction with the performance of facilities [14], there is little research into FM responses to feedback and the post-feedback behaviour of users after their feedback has been handled [7].…”

“…The relationship between the facility manager and users can be influenced by the level of openness and trust in resolving user complaints [15,16]. Facility managers need to improve their level of fairness in responding to users' requests [7]. Organisational justice means the fairness with which a service organisation responds to customer or employee issues.…”

“…Remodelling FM services as a service organisation would involve the use of innovative business models to inform FM practices. However, organisational justice and response research is argued to be undeveloped and under-theorised, particularly in the field of FM [7,17] and empirical research into facility manager-user relationship in the evaluation of facilities performance remains scant and largely anecdotal [2,7,19]. Furthermore, while the theme of organisational justice and response to customer complaints has been on the retail and service organisational research agenda for many years [18,20,21], research into how this operates in the evaluation of facilities performance is rare [6,7].…”