Profiling customer perceived service quality expectations in madetoorder housing construction in Australia

Forsythe, PJ

Profiling customer perceived service quality expectations in madetoorder housing construction in Australia

Forsythe, PJ

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Publication Type:: Journal Article
Citation:: Engineering, Construction and Architectural Management, 2012, 19 (6), pp. 587 - 609
Issue Date:: 2012-11-09

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Field	Value	Language
dc.contributor.author	Forsythe, PJ https://orcid.org/0000-0002-0997-9118	en_US
dc.date.issued	2012-11-09	en_US
dc.identifier.citation	Engineering, Construction and Architectural Management, 2012, 19 (6), pp. 587 - 609	en_US
dc.identifier.issn	0969-9988	en_US
dc.identifier.uri	http://hdl.handle.net/10453/22554
dc.description.abstract	The study aims to assist contractors in strategically managing customer satisfaction by applying marketing theory to housing construction. It specifically aims to investigate service quality as an input to prepurchase (precontract) expectations in the madetoorder housing construction market. A theoretical model is developed from the literature concerning the formulation of expectations during the prepurchase decision process. Data from 51 detailed telephone interviews with customers undertaking live housing projects are analysed using both thematic analysis and qualitative comparative analysis. A revised model is provided, which includes a dimensionalised set of traits to suit housing construction customers. Strings of traits are then used to develop holistic customer profiles, including situations where service quality is fully present in critical prepurchase expectations and where it is totally absent (i.e. price and product design dominate instead). The model and profiling technique offer a generalisable basis for contractors and others involved in housing delivery to better understand customer expectations, thus making it possible to better manage customer satisfaction. The research contributes to new knowledge by providing a systematic means of understanding customer behaviour at a depth that is not apparent in the current body of literature. Theory is also developed in a way that has practical application, i.e. customer profiles can be used to assist daily marketing and management operations. © 2012, Emerald Group Publishing Limited	en_US
dc.relation.ispartof	Engineering, Construction and Architectural Management	en_US
dc.relation.isbasedon	10.1108/09699981211277522	en_US
dc.subject.classification	Building & Construction	en_US
dc.title	Profiling customer perceived service quality expectations in madetoorder housing construction in Australia	en_US
dc.type	Journal Article
utslib.citation.volume	6	en_US
utslib.citation.volume	19	en_US
utslib.for	1202 Building	en_US
utslib.for	0905 Civil Engineering	en_US
utslib.for	1503 Business and Management	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/e-Press
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building
pubs.organisational-group	/University of Technology Sydney/Faculty of Design, Architecture and Building/School of Built Environment
pubs.organisational-group	/University of Technology Sydney/Strength - CCDP - Contemporary Design Practice
utslib.copyright.status	closed_access
pubs.issue	6	en_US
pubs.publication-status	Published	en_US
pubs.volume	19	en_US

Abstract:

The study aims to assist contractors in strategically managing customer satisfaction by applying marketing theory to housing construction. It specifically aims to investigate service quality as an input to prepurchase (precontract) expectations in the madetoorder housing construction market. A theoretical model is developed from the literature concerning the formulation of expectations during the prepurchase decision process. Data from 51 detailed telephone interviews with customers undertaking live housing projects are analysed using both thematic analysis and qualitative comparative analysis. A revised model is provided, which includes a dimensionalised set of traits to suit housing construction customers. Strings of traits are then used to develop holistic customer profiles, including situations where service quality is fully present in critical prepurchase expectations and where it is totally absent (i.e. price and product design dominate instead). The model and profiling technique offer a generalisable basis for contractors and others involved in housing delivery to better understand customer expectations, thus making it possible to better manage customer satisfaction. The research contributes to new knowledge by providing a systematic means of understanding customer behaviour at a depth that is not apparent in the current body of literature. Theory is also developed in a way that has practical application, i.e. customer profiles can be used to assist daily marketing and management operations. © 2012, Emerald Group Publishing Limited

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http://hdl.handle.net/10453/22554