Sommerville, J; Craig, N and Callaghan, N (2012) House building service quality and buyer expectations. In: Smith, S D (ed.) Proceedings of 28th Annual ARCOM Conference, 3-5 September 2012, Edinburgh, UK.
Abstract
Increasingly, house builders are being challenged to provide services which align with the thoughts and views of potential home buyers in terms of construction and customer service as well as overall satisfaction; which can only be obtained when post-purchase perceptions meet or exceed pre-purchase expectations. The expectation of receiving
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | construction; service quality; house builders; home buyers |
| Index terms: | builder, customer service, satisfaction, building service, service quality |
| Subjects: | practitioner, engineering systems, project delivery, performance measurement, service delivery |
| Topics: | Roles and Professions, Engineering Principles, Project Management, Quality Management |
| Descriptive scope: | 2 PC |
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