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.
ISSN 1823-6499
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.
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