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Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil

Formoso, Carlos T. , and Jobim, Margaret S.S., (2006) Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil. Journal of Construction in Developing Countries, 11 (2). pp. 77-101.

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Official URL: http://www.hbp.usm.my/jcdc/input/JCDC%20VOL%2011(2)/5%20Famosa%20(77-101).pdf

Affiliations

Federal University of Rio Grane do Sul, andar, Brazil.
Federal University of Santa Maria, Brazil.

Abstract

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.

Item Type:Journal
Additional Information:The authors also would like to thank Financiadora de Estudos e Projetos (FINEP), Habitare Program, Ministry of Science and Technology, for the funding of this research project, and the directors and staff of the 10 companies that took part in this research project.
Keywords:Customer, Satisfaction, Servicing, Post-occupancy evaluation, Value generation, Measurement
Subjects:T Technology, Engineering
ID Code:6763

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