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Aragon, V, Gauthier, S, Warren, P, James, P A B and Anderson, B (2019) Developing English domestic occupancy profiles. Building Research & Information, 47(04), 375–93.
Chew, M Y L, Conejos, S and Azril, F H B (2019) Design for maintainability of high-rise vertical green facades. Building Research & Information, 47(04), 453–67.
de Wilde, M and Spaargaren, G (2019) Designing trust: how strategic intermediaries choreograph homeowners’ low-carbon retrofit experience. Building Research & Information, 47(04), 362–74.
- Type: Journal Article
- Keywords: houses; market transformation; middle-out; retrofit; service design; strategic intermediaries; sustainable buildings; trust;
- ISBN/ISSN: 0961-3218
- URL: https://doi.org/10.1080/09613218.2018.1443256
- Abstract:
In the Netherlands, as in other European countries, the uncertain, fragmented character of the low-carbon retrofit market hampers a transition towards sustainable housing. Connecting homeowners to supply-side actors of low-carbon retrofit procedures, products and technologies in ways satisfactory to homeowners forms an important, challenging task. Service design for the benefit of a customer-centric perspective might be a solution. This paper investigates the potential role of strategic intermediaries as agents of change located between supply-side actors and homeowners. It asks how strategic intermediaries choreograph low-carbon retrofit experiences of homeowners through the design of a ‘customer journey’. Trust is a crucial determinant. This paper distinguishes between three customer-journey designs in which, depending on the role envisioned for homeowners, a different trust relation is foregrounded: a private design envisions homeowners as passive consumers who trust in the expertise offered by the intermediary; a civic design envisions homeowners as engaged consumer-citizens who trust their neighbours as reliable service representatives; and a public design envisions homeowners as critical customers who trust in the retrofit technologies and products offered. This implies an important role for policy actors in realizing ways for scaling up and institutionalizing all three low-carbon retrofit customer-journey designs on a national level.
Engelen, L, Chau, J, Young, S, Mackey, M, Jeyapalan, D and Bauman, A (2019) Is activity-based working impacting health, work performance and perceptions? A systematic review. Building Research & Information, 47(04), 468–79.
Gormley, M and Kelly, D A (2019) Pressure transient suppression in drainage systems of tall buildings. Building Research & Information, 47(04), 421–36.
Jeon, J, Lee, J and Ham, Y (2019) Quantifying the impact of building envelope condition on energy use. Building Research & Information, 47(04), 404–20.
Kurth, M H, Keenan, J M, Sasani, M and Linkov, I (2019) Defining resilience for the US building industry. Building Research & Information, 47(04), 480–92.
Meir, I A, Schwartz, M, Davara, Y and Garb, Y (2019) A window of one’s own: a public office post-occupancy evaluation. Building Research & Information, 47(04), 437–52.
Sweetnam, T, Fell, M, Oikonomou, E and Oreszczyn, T (2019) Domestic demand-side response with heat pumps: controls and tariffs. Building Research & Information, 47(04), 344–61.
Sweetnam, T, Spataru, C, Barrett, M and Carter, E (2019) Domestic demand-side response on district heating networks. Building Research & Information, 47(04), 330–43.
Tjørring, L and Gausset, Q (2019) Drivers for retrofit: a sociocultural approach to houses and inhabitants. Building Research & Information, 47(04), 394–403.