FM servicebarometer : monitoring customer perception of service performance

Coenen, Christian; Waldburger, Doris; von Felten, Daniel

doi:10.1108/JFM-06-2012-0024

Publication type:	Article in scientific journal
Type of review:	Peer review (publication)
Title:	FM servicebarometer : monitoring customer perception of service performance
Authors:	Coenen, Christian Waldburger, Doris von Felten, Daniel
DOI:	10.1108/JFM-06-2012-0024
Published in:	Journal of Facilities Management
Volume(Issue):	11
Issue:	3
Page(s):	266
Pages to:	278
Issue Date:	2013
Publisher / Ed. Institution:	Emerald
Publisher / Ed. Institution:	Bingley
ISSN:	1472-5967
Language:	English
Subjects:	Service quality; Customer satisfaction; Facility management
Subject (DDC):	658.2: Facility Management 658.8: Marketing management
Abstract:	Purpose: In the past, FM performance was mostly monitored by technical and cost-related KPIs, whereas the measurement of perceived internal service quality was widely neglected. Thus, the purpose of this paper is two-fold: first, to develop an adequate model to capture the relationships between internal service quality, internal customer satisfaction and internal customer retention; and second, provide an instrument for the identification of areas of improvement for customer orientation in FM. Design/methodology/approach: This research gives an insight into the relevance of customer orientation in FM. Following this, it introduces the concept of a FM Servicebarometer, highlighting an application of this model by presenting the results of an extensive quantitative survey that was conducted within a healthcare setting. Based on this model, various indices are calculated for the internal service quality, customer satisfaction and customer retention, resulting in the FM Quality Index. Findings: Detailed analyses show insights into the interdependencies between various aspects of internal customer orientation in FM. In addition, driving forces of internal service quality, internal customer satisfaction and internal customer retention are presented. Practical implications: The FM Quality Index (FMQI) allows both a longitudinal research and cross-sectional comparison within FM. Thus, the FMQI may be applied as a tool for monitoring and managing internal customer orientation in FM. Originality/value: FM Servicebarometer is a unique application of the service barometer approach within FM. Thus, it presents an innovative attempt to measure and control perceived service quality, customer satisfaction, and customer retention.
URI:	https://digitalcollection.zhaw.ch/handle/11475/3512
Fulltext version:	Published version
License (according to publishing contract):	Licence according to publishing contract
Departement:	Life Sciences and Facility Management
Organisational Unit:	Institute of Facility Management (IFM)
Appears in collections:	Publikationen Life Sciences und Facility Management

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Coenen, C., Waldburger, D., & von Felten, D. (2013). FM servicebarometer : monitoring customer perception of service performance. Journal of Facilities Management, 11(3), 266–278. https://doi.org/10.1108/JFM-06-2012-0024

Coenen, C., Waldburger, D. and von Felten, D. (2013) ‘FM servicebarometer : monitoring customer perception of service performance’, Journal of Facilities Management, 11(3), pp. 266–278. Available at: https://doi.org/10.1108/JFM-06-2012-0024.

C. Coenen, D. Waldburger, and D. von Felten, “FM servicebarometer : monitoring customer perception of service performance,” Journal of Facilities Management, vol. 11, no. 3, pp. 266–278, 2013, doi: 10.1108/JFM-06-2012-0024.

COENEN, Christian, Doris WALDBURGER und Daniel VON FELTEN, 2013. FM servicebarometer : monitoring customer perception of service performance. Journal of Facilities Management. 2013. Bd. 11, Nr. 3, S. 266–278. DOI 10.1108/JFM-06-2012-0024

Coenen, Christian, Doris Waldburger, and Daniel von Felten. 2013. “FM Servicebarometer : Monitoring Customer Perception of Service Performance.” Journal of Facilities Management 11 (3): 266–78. https://doi.org/10.1108/JFM-06-2012-0024.

Coenen, Christian, et al. “FM Servicebarometer : Monitoring Customer Perception of Service Performance.” Journal of Facilities Management, vol. 11, no. 3, 2013, pp. 266–78, https://doi.org/10.1108/JFM-06-2012-0024.