Beyond Satisfaction - Internal Service Barometer for measuring customer satisfaction

Background and aim - The objective and research question is to measure the satisfaction of internal customers with various real estate services in the context of the operational utilization phase. Methods / Methodology - Methodologically, the study is based on the context-related application and use of the structural equation model for measuring...

The purchasing of maintenance service delivery in the Dutch social housing sector: Optimising commodity strategies for delivering maintenance services to tenants

For housing associations, maintenance is an opportunity for high quality interaction with their tenants, and thus an opportunity for effectively influencing the quality of service delivery to tenants. Dutch housing associations have a market share of about one third of the entire Dutch housing stock. They spent around 2.8 billion euros a year on...