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.

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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:

2 citations in Scopus
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ID Code: 55063
Item Type: Journal Article
Refereed: Yes
Keywords: Customer Service Quality, Expectation, Facilities, Facilities Management, Service delivery, Service quality
DOI: 10.1108/20441241211280891
ISSN: 2044-124X
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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