Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil

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

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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.

Item Type:	Article
Subjects:	T Technology > TH Building construction > TH1-9745 Building construction
Divisions:	Penerbit Universiti Sains Malaysia (USM Press) > Journal of Construction in Developing Countries
Depositing User:	Mr Firdaus Mohamad
Date Deposited:	19 Oct 2018 07:53
Last Modified:	19 Oct 2018 07:53
URI:	http://eprints.usm.my/id/eprint/42617

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