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Antwi-Afari, M F, Li, H, Edwards, D J, Pärn, E A, Seo, J and Wong, A (2017) Effects of different weights and lifting postures on balance control following repetitive lifting tasks in construction workers. International Journal of Building Pathology and Adaptation, 35(03), 247–63.

Ballesteros-Pérez, P and Skitmore, M (2017) On the distribution of bids for construction contract auctions. Construction Management and Economics, 35(03), 106-21.

Barrett, P (2007) Revaluing Construction: a holistic model. Building Research & Information, 35(03), 268–86.

Clarke, L, Gleeson, C and Winch, C (2017) What kind of expertise is needed for low energy construction?. Construction Management and Economics, 35(03), 78-89.

Cummings, S, Mcdougall, J A and Swaffield, J A (2007) Hydraulic assessment of non-circular-section building drainage. Building Research & Information, 35(03), 316–28.

Edwards, D J and Holt, G D (2007) Construction hand tools: vibration emissions from alternative inserts. Building Research & Information, 35(03), 329–42.

Forsythe, P (2017) Quantifying the recurring nature of fitout to assist LCA studies in office buildings. International Journal of Building Pathology and Adaptation, 35(03), 233–46.

Itard, L and Klunder, G (2007) Comparing environmental impacts of renovated housing stock with new construction. Building Research & Information, 35(03), 252–67.

Jones, W, Gibb, A, Goodier, C and Bust, P (2017) Managing the unknown: Addressing the potential health risks of nanomaterials in the built environment. Construction Management and Economics, 35(03), 122-36.

Liu, J, Gao, R, Cheah, C Y J and Luo, J (2017) Evolutionary game of investors' opportunistic behaviour during the operational period in PPP projects. Construction Management and Economics, 35(03), 137-53.

Loosemore, M and Lim, B T H (2017) Linking corporate social responsibility and organizational performance in the construction industry. Construction Management and Economics, 35(03), 90-105.

Milion, R N, Alves, T d C and Paliari, J C (2017) Impacts of residential construction defects on customer satisfaction. International Journal of Building Pathology and Adaptation, 35(03), 218–32.

  • Type: Journal Article
  • Keywords: Customer satisfaction; Residential; Survey; Defect; Claim; Pathology;
  • ISBN/ISSN: 2398-4708
  • URL: https://doi.org/10.1108/IJBPA-12-2016-0033
  • Abstract:
    The purpose of this paper is to investigate the impact of defects on the satisfaction of residential construction customers. Three working hypotheses were tested: first, defects in residential construction impact the customer satisfaction; second, different defects have different impacts on customer satisfaction; and third, interviewing customers about defects in their residential units is not a reliable method to collect data. Design/methodology/approach The research investigated correlations between data on defects and customer satisfaction surveys carried out by a construction company on its projects. Data were cross-checked to determine what kinds of defects have the worse impact on customer satisfaction. Findings The occurrence of defects does not necessarily jeopardize customer satisfaction, although it appears to be a concern to the customers who responded to the survey. When the occurrence of defects did interfere with customer satisfaction, it was found that the worse impacts resulted from the occurrence of multiple defects in a single unit, the inability of the construction company to communicate with the customer after a claim was filed, and the occurrence of functional defects. Results suggest that interviewing customers about the defect occurrence in their units is not a reliable method to collect data for research purposes. Practical implications Results can be used to help companies better define continuous improvement activities and avoid the occurrence of defects that cause the worse impacts to customer satisfaction. Originality/value Data availability is a challenge for studies on defects. This study had direct access to data from a construction company, which made the presented analyses possible.

Mohamed, M, Pärn, E A and Edwards, D J (2017) Brexit: measuring the impact upon skilled labour in the UK construction industry. International Journal of Building Pathology and Adaptation, 35(03), 264–79.

Nelms, C E, Russell, A D and Lence, B J (2007) Assessing the performance of sustainable technologies: a framework and its application. Building Research & Information, 35(03), 237–51.

Nielsen, K J (2017) A comparison of inspection practices within the construction industry between the Danish and Swedish work environment authorities. Construction Management and Economics, 35(03), 154-69.

Ofori-Boadu, A N, Shofoluwe, M A and Pyle, R (2017) Development of a Housing Eligibility Assessment Scoring Method for low-income urgent repair programs. International Journal of Building Pathology and Adaptation, 35(03), 194–217.

Short, C A, Barrett, P, Dye, A and Sutrisna, M (2007) Impacts of value engineering on five Capital Arts projects. Building Research & Information, 35(03), 287–315.