Milion, R N; Alves, T d C L and Paliari, J C (2017) Impacts of residential construction defects on customer satisfaction. International Journal of Building Pathology and Adaptation, 35(3), pp. 218-232.
Abstract
An investigation of the impacts of residential construction defects on customer satisfaction shows that the occurrence of defects does not necessarily jeopardize customer satisfaction although it appears to be a concern to the customers who responded to the survey.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | customer satisfaction; residential; survey; defect; claim; pathology |
| Index terms: | survey, pathology, customer satisfaction, residential construction, investigation |
| Subjects: | data collection methods, service delivery, construction integration, medical science and clinical practice |
| Topics: | Research Practice, Business Strategy, Health and Safety, Stakeholder Management |
| Descriptive scope: | 4 PCEA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here