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| Titel: |
Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil |
| Auteur: |
Carlos T. Formoso Margaret S.S. Jobim |
| Verschenen in: |
Journal of construction in developing countries |
| Paginering: | Jaargang 11 (2006) nr. 2 pagina's 77-101 |
| Jaar: |
2006 |
| Inhoud: |
Some important changes in the business environment in several countries are forcing house-building companies to change their competitive strategies. This paper discusses a set of customer servicing practices, which have been adopted by small-sized house-building companies in Brazil that have been involved in quality management improvement programs, emphasizing customer satisfaction measurement. Such practices are referred to a model of the customer servicing process that integrates the main customer-interaction functions from product inception to building operation. Based on multiple case studies and also on a literature review, the main difficulties faced by this sector in terms of improving customer satisfaction are discussed and some improvement opportunities are pointed out. |
| Uitgever: |
Universiti Sains Malaysia (provided by DOAJ) |
| Bronbestand: |
Elektronische Wetenschappelijke Tijdschriften |
Details van artikel 3 van 5 gevonden artikelen
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