Ozaki, R (2003) Customer-focused approaches to innovation in housebuilding. Construction Management and Economics, 21(6), pp. 557-564. ISSN 01446193
Abstract
Customer focus has become a catch phrase not only in the service industry but also in the housebuilding industry. Furthermore, UK speculative housebuilders have increasingly been searching for ways to be more customer focused. This study, through an analysis of the concept of customer satisfaction in the service industry, identifies three key aspects in customer focus that may be applied to the housebuilding industry: good service, customized house design on top of quality products, and good information flows between customers and the housebuilder and within the company. This paper explores how these key issues are dealt with in UK speculative housebuilding in two empirical studies to search for ways forward.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | customer satisfaction; customized house design; good communication; good service |
| Index terms: | housebuilder, customer satisfaction, empirical study, housebuilding, house design, speculative housebuilding, information flow |
| Subjects: | information systems, research methods, construction integration, economic development, design process, service delivery, practitioner |
| Topics: | Roles and Professions, Stakeholder Management, Business Strategy, Research Practice, Digital Applications, Design Practice |
| Descriptive scope: | 3 PCA |
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