Forsythe, P (2008) Modelling customer perceived service quality in housing construction. Engineering, Construction and Architectural Management, 15(5), pp. 485-496. ISSN 0969-9988
Abstract
Purpose - This paper aims to develop a theoretical model concerning the way service quality impacts on the perceptions of customers in housing construction. Design/methodology/approach - The model is based on marketing theory merged with construction concepts. The Australian housing industry is used as a basis for creating a generalised market scenario. Parasuraman et al.'s "gap model" is adapted to suit the design and construction process by merging it with elements of Winch et al.'s model of service quality in construction projects. Findings - The model arising from the research shows a structured and contextualised view of how service quality theoretically occurs in housing construction. It differs from previous models in so far as recognising that customers make service quality judgements progressively during the design and construction process, rather than waiting for the end product to emerge. Such judgements may influence the direction and dynamics of the project. Originality/value - The paper fosters interdisciplinary research and the resulting model has the potential to facilitate the development of customer profiles so that housing contractors can improve management techniques and use service quality as a means of seeking competitive advantage in the market place.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Australia; construction industry; customer services quality; housing |
| Index terms: | interdisciplinary research, housing, construction project, methodology, service quality, customer service, Australia, competitive advantage, modelling, construction industry, dynamics, residential construction, marketing, design and construction |
| Subjects: | industry analysis, systems engineering, market analysis, production management, service delivery, Geography, performance measurement, research methods, construction integration, contractual arrangements, analytical methods, construction type, business |
| Topics: | Quality Management, Business Strategy, Research Practice, Geographical Context, Project Management, Engineering Principles, Construction Technology, Procurement |
| Descriptive scope: | 3 PCT |
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