Stakeholder service delivery expectations of military facilities management
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.
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.
Impact and interest:
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|Item Type:||Journal Article|
|Keywords:||Customer Service Quality, Expectation, Facilities, Facilities Management, Service delivery, Service quality|
|Divisions:||Current > Schools > School of Civil Engineering & Built Environment
Current > QUT Faculties and Divisions > Science & Engineering Faculty
|Copyright Owner:||Copyright 2012 Emerald Group|
|Deposited On:||22 Nov 2012 07:49|
|Last Modified:||12 Dec 2012 15:16|
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