Publication type: Article in scientific journal
Type of review: Peer review (publication)
Title: A service-oriented perspective of facility management
Authors: Coenen, Christian
von Felten, Daniel
DOI: 10.1108/F-09-2012-0068
Published in: Facilities
Volume(Issue): 32
Issue: 9/10
Page(s): 554
Pages to: 564
Issue Date: 2014
Publisher / Ed. Institution: Emerald
Publisher / Ed. Institution: Bingley
ISSN: 0263-2772
Language: English
Subjects: Facility Management; Research; Services Management
Subject (DDC): 658.2: Facility Management
658.8: Marketing management
Abstract: Purpose: The purpose of this article is to provide a service-oriented understanding of the field of facility management (FM) and describe the role that services management plays in successful FM. Even though the definitions for FM by European Committee for Standardisation include the term “service” several times, there remains a need for an established management understanding that reflects the service character of FM, while also accounting for its multidimensional management challenges. Design/methodology/approach: This goal is achieved by applying the main characteristics of services management to FM, describing the service-specific perspectives of FM, analyzing the specific quality attributes of FM as a service management discipline and introducing important services management implications for FM. Findings: The article describes in detail how FM can benefit from taking a services management perspective and gives useful implications for managers in the following key fields of action: process management, tangibility management, personnel management and relationship management. Originality/value: Services management knowledge and expertise have the potential to position FM as an even more professional business discipline.
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., & von Felten, D. (2014). A service-oriented perspective of facility management. Facilities, 32(9/10), 554–564.
Coenen, C. and von Felten, D. (2014) ‘A service-oriented perspective of facility management’, Facilities, 32(9/10), pp. 554–564. Available at:
C. Coenen and D. von Felten, “A service-oriented perspective of facility management,” Facilities, vol. 32, no. 9/10, pp. 554–564, 2014, doi: 10.1108/F-09-2012-0068.
COENEN, Christian und Daniel VON FELTEN, 2014. A service-oriented perspective of facility management. Facilities. 2014. Bd. 32, Nr. 9/10, S. 554–564. DOI 10.1108/F-09-2012-0068
Coenen, Christian, and Daniel von Felten. 2014. “A Service-Oriented Perspective of Facility Management.” Facilities 32 (9/10): 554–64.
Coenen, Christian, and Daniel von Felten. “A Service-Oriented Perspective of Facility Management.” Facilities, vol. 32, no. 9/10, 2014, pp. 554–64,

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