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

Abstract

There has been growing interest in how to foster collaborative relationships between facility managers and end-users to obtain user-centred post-occupancy data for improving design and user satisfaction. Despite this attempt, there is little understanding on how facility managers respond to user feedback and its impact on user post-feedback behaviours. Drawing from theoretical insights from organisational justice, organisational response, and service quality studies and using a case study of higher education facilities in Australia, how facility managers manage user feedback to drive collaboration between facility managers and users during occupancy is explored. Various methods were used in this case study research, including document analysis, interviews, and observations. The research findings indicate that facilitation, timeliness, redress, apology and explanation, and attentiveness and efforts are applicable to facilities management (FM) services and could influence user post-feedback behaviour. Current responses to user feedback are not satisfactory, resulting in a poor relationship between facility managers and users that negates service acceptance and the engagement in a positive word-of-mouth. To foster more facility manager–user collaborative relationships in post-occupancy evaluation, and position FM as a service organisation, there is a need for improvements in current FM responses to user feedback and the effective management of user post-feedback behaviours.

Post-Occupancy Evaluation’s (POE) Applications for Improving Indoor Environment Quality (IEQ)

“…The first tool, as described by the authors in [ 131 , 132 , 133 ], was applied to prefabricated timber houses in the UK, government buildings in the Kingdom of Bahrain, and universities in Cairo (Egypt), respectively. The second, on the other hand, was described by the authors in [ 134 ], in which it was used to understand how facilities’ managers reacted to user feedback and its impact on users’ post-feedback behaviors.…”

The relationship between facilities management service quality and patients’ health-care experience: the mediating effect of adequacy of health-care resource

“…However, Tucker and Pitt (2009) are of the view that there is not enough research in customer experience in FM performance. Therefore, Abisuga et al (2021) propose that researchers should place more emphasis on customer satisfaction in relation to FM service. The contribution of health-care FM is considered vital to patients’ overall health-care experience as FM provide the needed support to the core health-care business.…”

Facilities Management Models, Methods and Tools

“…Abisuga et al [5] investigate how facility managers handle user feedback to drive collaboration between facility managers and users during occupancy. The paper draws on theoretical insights from organizational justice, organizational response and service quality studies.…”