Performance management practices in construction business - a service recovery perspective
|Otsikko||8th Conference on Performance Measurement and Management Control|
|Kustantaja||The European Institute for Advanced Studies in Management, EIASM|
|Tila||Julkaistu - 2015|
|OKM-julkaisutyyppi||B3 Artikkeli konferenssijulkaisussa|
|Tapahtuma||Conference on Performance Measurement and Management Control - Belgium|
Kesto: 1 tammikuuta 1900 → …
|Nimi||Conference on Performance Measurement and Management Control|
|Conference||Conference on Performance Measurement and Management Control|
|Ajanjakso||1/01/00 → …|
Literature on service failure and recovery discusses various components of unsuccessful customer experience, their cognitive elements and ways of reacting to service failures. However, this discussion is separated from the business performance management literature. Theoretically the paper combines methods from service management and performance management and contributes with its holistic approach to the role of service quality in construction business.
Empirical data was gathered first by interviewing 16 employees and customer engaging to customer service in 4 construction companies. The purpose was to identify the key pitfalls and practices of service recovery encounters in three main phases of the customer journey: 1) buying and planning a new home, 2) construction period, and 3) living in a new home). After interviews, two workshops in two companies were organized to reflect findings and to improve and create new service recovery encounter practices.
As a result, three performance management practices were identified: 1) guideline for customer recovery encounters, 2) developing systematic service recovery process and related quality metrics, and 3) developing the service oriented attitude and recovery of employees.