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  2. Life Sciences und Facility Management
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  4. Publikationen Life Sciences und Facility Management
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dc.contributor.authorCoenen, Christian-
dc.contributor.authorWaldburger, Doris-
dc.contributor.authorvon Felten, Daniel-
dc.date.accessioned2018-03-07T15:06:24Z-
dc.date.available2018-03-07T15:06:24Z-
dc.date.issued2013-
dc.identifier.issn1472-5967de_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/3512-
dc.description.abstractPurpose: 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.de_CH
dc.language.isoende_CH
dc.publisherEmeraldde_CH
dc.relation.ispartofJournal of Facilities Managementde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectService qualityde_CH
dc.subjectCustomer satisfactionde_CH
dc.subjectFacility managementde_CH
dc.subject.ddc658.2: Facility Managementde_CH
dc.subject.ddc658.8: Marketingmanagementde_CH
dc.titleFM servicebarometer : monitoring customer perception of service performancede_CH
dc.typeBeitrag in wissenschaftlicher Zeitschriftde_CH
dcterms.typeTextde_CH
zhaw.departementLife Sciences und Facility Managementde_CH
zhaw.organisationalunitInstitut für Facility Management (IFM)de_CH
zhaw.publisher.placeBingleyde_CH
dc.identifier.doi10.1108/JFM-06-2012-0024de_CH
zhaw.funding.euNode_CH
zhaw.issue3de_CH
zhaw.originated.zhawYesde_CH
zhaw.pages.end278de_CH
zhaw.pages.start266de_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.volume11de_CH
zhaw.publication.reviewPeer review (Publikation)de_CH
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.


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