CUSTOMER SERVICING IN THE BRAZILIAN HOUSE-BUILDING INDUSTRY

Carlos Formoso, Margaret Jobim

Abstract


Despite the growing awareness of the strategic importance of consumer satisfaction, most house building companiesdo not manage the customer servicing process in a systematic way. This paper describes a model for the customerservicing process that was developed for small sized companies involved in developing and building housing projects.The model integrates the main functions involved in customer servicing throughout the project life cycle, from the stageof project inception to the delivery and the operation of the building. The research involved five case studies carriedout in the South of Brazil. The main functions involved in the model are discussed, emphasising the task of measuringcustomer satisfaction. Some of the tools and procedures devised for systematic data collection are briefly described. Atthe end, a short discussion on possible ways to further improve customer servicing in the building industry ispresented.

Keywords


Customer; satisfaction; servicing; post-occupancy evaluation; value generation; measurement

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