Modelling customer perceived service quality in housing construction

Forsythe, P

Modelling customer perceived service quality in housing construction

Forsythe, P

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Publication Type:: Journal Article
Citation:: Engineering, Construction and Architectural Management, 2008, 15 (5), pp. 485 - 496
Issue Date:: 2008-09-29

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Field	Value	Language
dc.contributor.author	Forsythe, P https://orcid.org/0000-0002-0997-9118	en_US
dc.date.issued	2008-09-29	en_US
dc.identifier.citation	Engineering, Construction and Architectural Management, 2008, 15 (5), pp. 485 - 496	en_US
dc.identifier.issn	0969-9988	en_US
dc.identifier.uri	http://hdl.handle.net/10453/9839
dc.description.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. © Emerald Group Publishing Limited.	en_US
dc.relation.ispartof	Engineering, Construction and Architectural Management	en_US
dc.relation.isbasedon	10.1108/09699980810902767	en_US
dc.subject.classification	Building & Construction	en_US
dc.title	Modelling customer perceived service quality in housing construction	en_US
dc.type	Journal Article
utslib.citation.volume	5	en_US
utslib.citation.volume	15	en_US
utslib.for	120201 Building Construction Management and Project Planning	en_US
utslib.for	0905 Civil Engineering	en_US
utslib.for	1202 Building	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	5	en_US
pubs.publication-status	Published	en_US
pubs.volume	15	en_US

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. © Emerald Group Publishing Limited.

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http://hdl.handle.net/10453/9839