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Dorji, K and Hadikusumo, B H W (2006) Safety management practices in the bhutanese construction industry. Journal of Construction in Developing Countries, 11(2), 53-75.

Enshassi, A, Al-Hallaq, K and Mohamed, S (2006) Causes of contractor's business failure in developing countries: The case of palestine. Journal of Construction in Developing Countries, 11(2), 1-14.

Formoso, C T and Jobim, M S S (2006) Challenges in improving customer focus in small-sized house-building companies in Brazil. Journal of Construction in Developing Countries, 11(2), 77-101.

  • Type: Journal Article
  • Keywords: customer; measurement; post-occupancy evaluation; satisfaction; servicing; value generation
  • ISBN/ISSN: 1823-6499
  • URL: http://web.usm.my/jcdc/vol11_2_2006/5_Formoso%20(p.77-101).pdf
  • 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. © 2006, Penerbit Universiti Sains Malaysia.

Oei, F J and Ogunlana, S O (2006) Assessment of the development role of a statutory body from a customer perspective: A relationship marketing approach. Journal of Construction in Developing Countries, 11(2), 31-52.

Zou, P X W (2006) Strategies for minimizing corruption in the construction industry in China. Journal of Construction in Developing Countries, 11(2), 15-29.