Purpose This study aims to explore the impact of retail facilities’ (RF) characteristics on customers' spatial cognition and accessibility to products, which inherently affect the facility's performance. Namely, the ratios of the facilities’ dimensions and the shelving configurations are investigated. Design/methodology/approach The visual attributes of RF are used as the method of assessment, relying on the principles of the Space Syntax theories; several design alternatives of RF are generated which represent different characteristics and compared using computer software (Depthmap X). The perceived variance in performance sheds light on the influence of the investigated characteristics. Findings The results have pointed out that dimension ratios can affect the facilities’ performance, especially with the shelving configuration considered. Furthermore, certain shelving layouts are more advantageous compared to other layouts. Other design features have been concluded, shedding light on measures for optimizing performance. Research limitations/implications Due to the endless number of possibilities of retail facility designs, the study has focused on simplified designs only, excluding intricate designs which can possibly offer an additional important perspective on design influences. Practical implications The findings benefit the RF sector by producing customer-centered designs through optimizing layouts and configurations, improving product visibility and enhancing accessibility. This potentially enhances costumers' experiences and promotes satisfaction, thus attracting more consumers and increasing sales. Originality/value Although the Space Syntax principles are long-established, their application to RF is novel. This is also true for the findings which can represent a guide for retail facility designs.
{"title":"A visually based approach to optimizing retail facility designs and shelve layouts","authors":"Adham Mokhtar Mostafa Mohammed","doi":"10.1108/f-02-2023-0010","DOIUrl":"https://doi.org/10.1108/f-02-2023-0010","url":null,"abstract":"Purpose This study aims to explore the impact of retail facilities’ (RF) characteristics on customers' spatial cognition and accessibility to products, which inherently affect the facility's performance. Namely, the ratios of the facilities’ dimensions and the shelving configurations are investigated. Design/methodology/approach The visual attributes of RF are used as the method of assessment, relying on the principles of the Space Syntax theories; several design alternatives of RF are generated which represent different characteristics and compared using computer software (Depthmap X). The perceived variance in performance sheds light on the influence of the investigated characteristics. Findings The results have pointed out that dimension ratios can affect the facilities’ performance, especially with the shelving configuration considered. Furthermore, certain shelving layouts are more advantageous compared to other layouts. Other design features have been concluded, shedding light on measures for optimizing performance. Research limitations/implications Due to the endless number of possibilities of retail facility designs, the study has focused on simplified designs only, excluding intricate designs which can possibly offer an additional important perspective on design influences. Practical implications The findings benefit the RF sector by producing customer-centered designs through optimizing layouts and configurations, improving product visibility and enhancing accessibility. This potentially enhances costumers' experiences and promotes satisfaction, thus attracting more consumers and increasing sales. Originality/value Although the Space Syntax principles are long-established, their application to RF is novel. This is also true for the findings which can represent a guide for retail facility designs.","PeriodicalId":47595,"journal":{"name":"Facilities","volume":"35 4","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134909627","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose Facilities management (FM) plays a key role in the performance of businesses to ensure the comfort of users and the sustainable use of natural resources over operation and maintenance. Nevertheless, reactive maintenance (RM) services are characterised by delays, waste and difficulties in prioritising services and identifying the root causes of failures; this is mostly caused by inefficient asset information and communication management. While linking building information modelling and the Internet of Things through a digital twin has demonstrated potential for improving FM practices, there is a lack of evidence regarding the process requirements involved in their implementation. This paper aims to address this challenge, as it is the first to statistically characterise RM services and processes to identify the most critical RM problems and scenarios for digital twin implementation. The statistical data analytics approach also constitutes a novel practical approach for a holistic analysis of RM occurrences. Design/methodology/approach The research strategy was based on multiple case studies, which adopted university campuses as objects for investigation. A detailed literature review of work to date and documental analysis assisted in generating data on the FM sector and RM services, where qualitative and statistical analyses were applied to approximately 300,000 individual work requests. Findings The work provides substantial evidence of a series of patterns across both cases that were not evidenced prior to this study: a concentration of requests within main campuses; a balanced distribution of requests per building, mechanical and electrical service categories; a predominance of low priority level services; a low rate of compliance in attending priority services; a cumulative impact on the overall picture of five problem subcategories (i.e. Building-Door, Mechanical-Plumbing, Electrical-Lighting, Mechanical-Heat/Cool/Ventilation and Electrical-Power); a predominance of problems in student accommodation facilities, circulations and offices; and a concentration of requests related to unlisted buildings. These new patterns form the basis for business cases where maintenance services and FM sectors can benefit from digital twins. It also provides a new methodological approach for assessing the impact of RM on businesses. Practical implications The findings provide new insights for owners and FM staff in determining the criticality of RM services, justifying investments and planning the digital transformation of services for a smarter provision. Originality/value This study represents a unique approach to FM and provides detailed evidence to identify novel RM patterns of critical service provision and activities within organisations for efficient digitalised data management over a building’s lifecycle.
{"title":"Statistical critical reactive maintenance characterisation for digital twin implementation in universities","authors":"Beatriz Campos Fialho, Ricardo Codinhoto, Márcio Minto Fabricio","doi":"10.1108/f-03-2023-0029","DOIUrl":"https://doi.org/10.1108/f-03-2023-0029","url":null,"abstract":"Purpose Facilities management (FM) plays a key role in the performance of businesses to ensure the comfort of users and the sustainable use of natural resources over operation and maintenance. Nevertheless, reactive maintenance (RM) services are characterised by delays, waste and difficulties in prioritising services and identifying the root causes of failures; this is mostly caused by inefficient asset information and communication management. While linking building information modelling and the Internet of Things through a digital twin has demonstrated potential for improving FM practices, there is a lack of evidence regarding the process requirements involved in their implementation. This paper aims to address this challenge, as it is the first to statistically characterise RM services and processes to identify the most critical RM problems and scenarios for digital twin implementation. The statistical data analytics approach also constitutes a novel practical approach for a holistic analysis of RM occurrences. Design/methodology/approach The research strategy was based on multiple case studies, which adopted university campuses as objects for investigation. A detailed literature review of work to date and documental analysis assisted in generating data on the FM sector and RM services, where qualitative and statistical analyses were applied to approximately 300,000 individual work requests. Findings The work provides substantial evidence of a series of patterns across both cases that were not evidenced prior to this study: a concentration of requests within main campuses; a balanced distribution of requests per building, mechanical and electrical service categories; a predominance of low priority level services; a low rate of compliance in attending priority services; a cumulative impact on the overall picture of five problem subcategories (i.e. Building-Door, Mechanical-Plumbing, Electrical-Lighting, Mechanical-Heat/Cool/Ventilation and Electrical-Power); a predominance of problems in student accommodation facilities, circulations and offices; and a concentration of requests related to unlisted buildings. These new patterns form the basis for business cases where maintenance services and FM sectors can benefit from digital twins. It also provides a new methodological approach for assessing the impact of RM on businesses. Practical implications The findings provide new insights for owners and FM staff in determining the criticality of RM services, justifying investments and planning the digital transformation of services for a smarter provision. Originality/value This study represents a unique approach to FM and provides detailed evidence to identify novel RM patterns of critical service provision and activities within organisations for efficient digitalised data management over a building’s lifecycle.","PeriodicalId":47595,"journal":{"name":"Facilities","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135131602","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Kusal Nanayakkara, Sara Jane Wilkinson, Dulani Halvitigala
Purpose This paper aims to examine how the existing organisational culture of organisations changed with the introduction of activity-based working (ABW) office layouts from the employees’ perspectives. Design/methodology/approach A questionnaire was used to measure the influence of introducing ABW. The study focused on three different industry sectors in Australia – financial, IT and government – and one organisation from each sector who had introduced ABW during the period of 2012–2019 was selected. The Competing Value Framework was used to measure the dimensions of organisational culture. A paired sample test was used to measure the changes in employees’ perceptions after the layout changes. Findings Findings identify that the nature of workplace designs has a considerable impact on an organisation’s corporate culture which can be used to leverage and change its culture. However, some noticeable discrepancy between the perceptions of public and private sector employees was identified, where public sector employees felt that standardised procedures still governed their actions even in ABW layouts. Originality/value This research highlights that workplace designs directly influence culture by supporting the engagement, motivation and behaviours of the employees. It emphasises the importance of in-depth examination of the behavioural and attitudinal characteristics of employees to obtain a better understanding of how they interact in ABW layouts. Such an analysis provides the context for a more inclusive understanding of the operation of modern office layouts.
{"title":"Activity-based working and their impact on organisational culture – employees’ perspectives","authors":"Kusal Nanayakkara, Sara Jane Wilkinson, Dulani Halvitigala","doi":"10.1108/f-03-2023-0017","DOIUrl":"https://doi.org/10.1108/f-03-2023-0017","url":null,"abstract":"Purpose This paper aims to examine how the existing organisational culture of organisations changed with the introduction of activity-based working (ABW) office layouts from the employees’ perspectives. Design/methodology/approach A questionnaire was used to measure the influence of introducing ABW. The study focused on three different industry sectors in Australia – financial, IT and government – and one organisation from each sector who had introduced ABW during the period of 2012–2019 was selected. The Competing Value Framework was used to measure the dimensions of organisational culture. A paired sample test was used to measure the changes in employees’ perceptions after the layout changes. Findings Findings identify that the nature of workplace designs has a considerable impact on an organisation’s corporate culture which can be used to leverage and change its culture. However, some noticeable discrepancy between the perceptions of public and private sector employees was identified, where public sector employees felt that standardised procedures still governed their actions even in ABW layouts. Originality/value This research highlights that workplace designs directly influence culture by supporting the engagement, motivation and behaviours of the employees. It emphasises the importance of in-depth examination of the behavioural and attitudinal characteristics of employees to obtain a better understanding of how they interact in ABW layouts. Such an analysis provides the context for a more inclusive understanding of the operation of modern office layouts.","PeriodicalId":47595,"journal":{"name":"Facilities","volume":"75 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135476820","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose Facilities management (FM) activities affect citizens’ health and safety, long-term urban environmental sustainability and the relationships between the built and natural environments of cities. This study aims to comprehend the status of smart FM tools application, how they are used to improve the delivery of FM services and the barriers to their implementation. Design/methodology/approach To investigate the current smart solutions that leverage the quality of FM service, a case study based on the FM practice in Hong Kong was carried out. The case study was conducted in two phases of data acquisition based on a qualitative research methodology. After conducting in-depth interviews to determine the application of smart FM tools in different types of properties and to identify the initiatives and barriers to smart FM tool application, three workshops were conducted to validate the findings and further investigate the influence of FM professionals on smart FM tools application in Hong Kong. Findings The findings of the case study revealed, firstly, that four types of smart FM tools – user-centric, safety and hygiene, maintenance and sustainability-oriented – are used to assist the delivery of FM services. Secondly, smart FM tools are shown to be useful in assisting FM activities. Thirdly, the existing barriers to smart FM tool application manifest differently in shopping malls, office buildings and residential buildings. Fourthly, smart FM tools are used to address the four attributes of user needs: comfort, health and wellbeing, convenience and information to occupants. Originality/value The value of this study lies in its focus on the industry level (FM industry) and the application process of smart FM tools in different types of property, revealing the benefits, initiatives and barriers to their future application. This study provides a comprehensive picture of the current status and elaborates the barriers to smart FM tool application, which will help FM practitioners to make strategic decisions on selecting and developing smart FM tools. Also, this study will facilitate smart FM tool application policy development.
{"title":"Smart tools to facilitate digitalisation of facilities management service delivery: stakeholders’ perspectives","authors":"Huiying (Cynthia) Hou, Daniel C.W. Ho, Yung Yau","doi":"10.1108/f-05-2022-0072","DOIUrl":"https://doi.org/10.1108/f-05-2022-0072","url":null,"abstract":"Purpose Facilities management (FM) activities affect citizens’ health and safety, long-term urban environmental sustainability and the relationships between the built and natural environments of cities. This study aims to comprehend the status of smart FM tools application, how they are used to improve the delivery of FM services and the barriers to their implementation. Design/methodology/approach To investigate the current smart solutions that leverage the quality of FM service, a case study based on the FM practice in Hong Kong was carried out. The case study was conducted in two phases of data acquisition based on a qualitative research methodology. After conducting in-depth interviews to determine the application of smart FM tools in different types of properties and to identify the initiatives and barriers to smart FM tool application, three workshops were conducted to validate the findings and further investigate the influence of FM professionals on smart FM tools application in Hong Kong. Findings The findings of the case study revealed, firstly, that four types of smart FM tools – user-centric, safety and hygiene, maintenance and sustainability-oriented – are used to assist the delivery of FM services. Secondly, smart FM tools are shown to be useful in assisting FM activities. Thirdly, the existing barriers to smart FM tool application manifest differently in shopping malls, office buildings and residential buildings. Fourthly, smart FM tools are used to address the four attributes of user needs: comfort, health and wellbeing, convenience and information to occupants. Originality/value The value of this study lies in its focus on the industry level (FM industry) and the application process of smart FM tools in different types of property, revealing the benefits, initiatives and barriers to their future application. This study provides a comprehensive picture of the current status and elaborates the barriers to smart FM tool application, which will help FM practitioners to make strategic decisions on selecting and developing smart FM tools. Also, this study will facilitate smart FM tool application policy development.","PeriodicalId":47595,"journal":{"name":"Facilities","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135477697","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Seyhan Özdemir, Betül Sarı, Ebru Demirel, Melih Sever
Purpose This photovoice study aims to explore how cleaners experience dirty and invisible work in the workplace. Design/methodology/approach This research is twofold. The authors first used the photovoice technique, which is one of the visual data collection techniques, to elaborate on the phenomena. The data were obtained with the participation of seven people (four women and three men) from building cleaners working at two public universities in Turkey. Three photographs were requested from each participant and selected nine photographs were described and analyzed among the collected 21 photographs. In addition to photovoice research, five interviews gave insight into the cleaners’ experiences in the second stage of the study. Findings This research revealed that participating cleaners experienced invisible dirty work and they felt undervalued, despised, treated as “second class/low-level people” and stigmatized. Practical implications This study recommends that university administrations defend the rights and dignity of cleaners at work, provide services to support their inclusion and increase staff awareness. Originality/value This study sheds light into an understudied area which is the building cleaners’ invisible and dirty work experiences and how that impacts their lives via a photovoice research.
{"title":"“If there is no garbage, we do not exist”. A photovoice research on cleaners doing dirty work","authors":"Seyhan Özdemir, Betül Sarı, Ebru Demirel, Melih Sever","doi":"10.1108/f-06-2023-0051","DOIUrl":"https://doi.org/10.1108/f-06-2023-0051","url":null,"abstract":"Purpose This photovoice study aims to explore how cleaners experience dirty and invisible work in the workplace. Design/methodology/approach This research is twofold. The authors first used the photovoice technique, which is one of the visual data collection techniques, to elaborate on the phenomena. The data were obtained with the participation of seven people (four women and three men) from building cleaners working at two public universities in Turkey. Three photographs were requested from each participant and selected nine photographs were described and analyzed among the collected 21 photographs. In addition to photovoice research, five interviews gave insight into the cleaners’ experiences in the second stage of the study. Findings This research revealed that participating cleaners experienced invisible dirty work and they felt undervalued, despised, treated as “second class/low-level people” and stigmatized. Practical implications This study recommends that university administrations defend the rights and dignity of cleaners at work, provide services to support their inclusion and increase staff awareness. Originality/value This study sheds light into an understudied area which is the building cleaners’ invisible and dirty work experiences and how that impacts their lives via a photovoice research.","PeriodicalId":47595,"journal":{"name":"Facilities","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135352945","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose This study aims to assess how the provision of facilities management (FM) services influences customer satisfaction in hotels in secondary cities. This study focussed on customer satisfaction in relation to specific FM services such as cleaning, maintenance, security, internet/information technology and air conditioner servicing. Design/methodology/approach The study used a case study design. Simple random and purposive sampling methods were used to select the hotels and the respondents. The study used a survey based on the SERVQUAL model to collect data from 136 respondents. Six hotel managers were also interviewed. Findings There were disparities in customer satisfaction across the various hotel categories based on the assessment indicators used. Thus, customer satisfaction with FM services was not influenced by hotel ratings. On the calibre of staff handling FM activities, none of the hotels had a professional facilities manager. The hotel managers were in charge of FM activities, which affected the provision of FM services. Generally, customers in all the selected hotels were not satisfied with the quality of FM services. Specifically, the overall mean gap score was very low (−3.20), which meant that customers’ expectations far exceeded their perceptions, hence, their dissatisfaction. Tangible(s) of services were customers’ least appreciated (−1.04) dimension. This meant that hotels did not pay much attention to the physical (place) aspect of their FM activities. This should engage the attention of hospitality industry regulators and policymakers, given the current global health crisis caused by Covid-19 and its variance. Originality/value The study demonstrates customer satisfaction with FM services in hotels in secondary cities. Practically, hotels can become very competitive if they consider the findings of the study to provide effective customer-oriented FM services.
{"title":"Facilities management and clients satisfaction nexus in hotels in secondary cities in Ghana: A study of selected hotels in Wa","authors":"Tahiru Alhassan, Joseph Kwaku Kidido","doi":"10.1108/f-10-2022-0135","DOIUrl":"https://doi.org/10.1108/f-10-2022-0135","url":null,"abstract":"Purpose This study aims to assess how the provision of facilities management (FM) services influences customer satisfaction in hotels in secondary cities. This study focussed on customer satisfaction in relation to specific FM services such as cleaning, maintenance, security, internet/information technology and air conditioner servicing. Design/methodology/approach The study used a case study design. Simple random and purposive sampling methods were used to select the hotels and the respondents. The study used a survey based on the SERVQUAL model to collect data from 136 respondents. Six hotel managers were also interviewed. Findings There were disparities in customer satisfaction across the various hotel categories based on the assessment indicators used. Thus, customer satisfaction with FM services was not influenced by hotel ratings. On the calibre of staff handling FM activities, none of the hotels had a professional facilities manager. The hotel managers were in charge of FM activities, which affected the provision of FM services. Generally, customers in all the selected hotels were not satisfied with the quality of FM services. Specifically, the overall mean gap score was very low (−3.20), which meant that customers’ expectations far exceeded their perceptions, hence, their dissatisfaction. Tangible(s) of services were customers’ least appreciated (−1.04) dimension. This meant that hotels did not pay much attention to the physical (place) aspect of their FM activities. This should engage the attention of hospitality industry regulators and policymakers, given the current global health crisis caused by Covid-19 and its variance. Originality/value The study demonstrates customer satisfaction with FM services in hotels in secondary cities. Practically, hotels can become very competitive if they consider the findings of the study to provide effective customer-oriented FM services.","PeriodicalId":47595,"journal":{"name":"Facilities","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135352948","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose Patient-centred strategies should be applied in health-care facilities management (HcFM) to guarantee service quality to meet patients’ needs and ensure quality patient health-care experience. This paper aims to examine the intervening influence of the quality of health-care administrative process (QAP) on the association between health-care facilities service quality and patients’ experiences with medical care. Design/methodology/approach A quantitative technique was used for this cross-sectional study in three Ghanaian teaching hospitals. A total of 622 relevant questionnaires were used for the analysis of the study using SEM-PLS. Findings The intervening influence of the QAP on the relationship between HcFM service quality (empathy and tangibility) and patients’ health-care experience (PHcE) were reinforced whilst that of reliability, responsiveness and assurance were not reinforced. The association between the QAP and PHcE was also established. Research limitations/implications A high-quality health-care workforce (both core and supporting) and quality work environment provided by the FM department and QAP are essential during quality-of-care delivery, to reduce threats to patient safety to achieve exceptional PHcE. The constraint on the study is that information was gathered from only Ghana. Hence, the generalisation of the findings will be a challenge. Thus, in future, it is proposed that a comparative study across a developed country and a developing country can be conducted. Future research can assess the influence of the health-care internal appearance on patients’ satisfaction. Practical implications Practically, the administrative system can be improved by reducing patients overall waiting time. Steps must also be taken to reduce the problem of needless administrative tasks and practices to simplify administrative practices and improve patients’ total health-care experience (core health-care delivery and HcFM), as this influence patients’ total health-care experience. Originality/value To the best of the authors’ knowledge, this empirical validation is one of the initial studies in service quality and FM to examine how health-care administrative process quality affects the relationship between FM service quality and patients’ experiences with medical care. This framework can be adapted for research in different countries to extend knowledge.
{"title":"The intervening influence of the quality of health-care administrative process on the relationship between facilities management service quality and patients’ health-care experience in Ghana","authors":"Oti Amankwah, Weng Wai Choong, Naana Amakie Boakye-Agyeman, Ebenezer Afrane","doi":"10.1108/f-12-2022-0153","DOIUrl":"https://doi.org/10.1108/f-12-2022-0153","url":null,"abstract":"Purpose Patient-centred strategies should be applied in health-care facilities management (HcFM) to guarantee service quality to meet patients’ needs and ensure quality patient health-care experience. This paper aims to examine the intervening influence of the quality of health-care administrative process (QAP) on the association between health-care facilities service quality and patients’ experiences with medical care. Design/methodology/approach A quantitative technique was used for this cross-sectional study in three Ghanaian teaching hospitals. A total of 622 relevant questionnaires were used for the analysis of the study using SEM-PLS. Findings The intervening influence of the QAP on the relationship between HcFM service quality (empathy and tangibility) and patients’ health-care experience (PHcE) were reinforced whilst that of reliability, responsiveness and assurance were not reinforced. The association between the QAP and PHcE was also established. Research limitations/implications A high-quality health-care workforce (both core and supporting) and quality work environment provided by the FM department and QAP are essential during quality-of-care delivery, to reduce threats to patient safety to achieve exceptional PHcE. The constraint on the study is that information was gathered from only Ghana. Hence, the generalisation of the findings will be a challenge. Thus, in future, it is proposed that a comparative study across a developed country and a developing country can be conducted. Future research can assess the influence of the health-care internal appearance on patients’ satisfaction. Practical implications Practically, the administrative system can be improved by reducing patients overall waiting time. Steps must also be taken to reduce the problem of needless administrative tasks and practices to simplify administrative practices and improve patients’ total health-care experience (core health-care delivery and HcFM), as this influence patients’ total health-care experience. Originality/value To the best of the authors’ knowledge, this empirical validation is one of the initial studies in service quality and FM to examine how health-care administrative process quality affects the relationship between FM service quality and patients’ experiences with medical care. This framework can be adapted for research in different countries to extend knowledge.","PeriodicalId":47595,"journal":{"name":"Facilities","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135488759","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose Technological change drives transformation in most sectors of the economy. Industry 4.0 technologies have been applied at different stages of a building’s lifecycle. However, limited studies exist on their application in real estate facilities management (REFM). This study aims to assess the existing knowledge on the topic to suggest further research directions. Design/methodology/approach Scopus-indexed literature from 2013 to 2023 was examined and visualised using VOSviewer software to output quantitative (descriptive) results. Content analysis was used to complement the quantitative findings. Findings Findings indicated a concentration of research in China, Norway and Italy. The knowledge areas included three clusters: lifecycle integration and management, data curation and management and organisational and management capabilities. The benefits, challenges and support strategies were highlighted. Research limitations/implications More collaboration is needed across countries and territories on technology integration in REFM. Future research using alternative methodologies is recommended, with a focus on adopting and non-adopting REFM organisations. Further, implications for facility managers, employees, technology suppliers or vendors, training, organisations and management exist. Practical implications Further, implications for facility managers, employees, technology suppliers or vendors, training, organisations and management exist. Originality/value The study reveals the knowledge base on technology use in REFM. It adds to the evidence base on innovation and technology adoption in REFM.
{"title":"Bibliometric and content analyses of research on technology use in real estate facilities management","authors":"Chioma Okoro","doi":"10.1108/f-10-2022-0128","DOIUrl":"https://doi.org/10.1108/f-10-2022-0128","url":null,"abstract":"\u0000Purpose\u0000Technological change drives transformation in most sectors of the economy. Industry 4.0 technologies have been applied at different stages of a building’s lifecycle. However, limited studies exist on their application in real estate facilities management (REFM). This study aims to assess the existing knowledge on the topic to suggest further research directions.\u0000\u0000\u0000Design/methodology/approach\u0000Scopus-indexed literature from 2013 to 2023 was examined and visualised using VOSviewer software to output quantitative (descriptive) results. Content analysis was used to complement the quantitative findings.\u0000\u0000\u0000Findings\u0000Findings indicated a concentration of research in China, Norway and Italy. The knowledge areas included three clusters: lifecycle integration and management, data curation and management and organisational and management capabilities. The benefits, challenges and support strategies were highlighted.\u0000\u0000\u0000Research limitations/implications\u0000More collaboration is needed across countries and territories on technology integration in REFM. Future research using alternative methodologies is recommended, with a focus on adopting and non-adopting REFM organisations. Further, implications for facility managers, employees, technology suppliers or vendors, training, organisations and management exist.\u0000\u0000\u0000Practical implications\u0000Further, implications for facility managers, employees, technology suppliers or vendors, training, organisations and management exist.\u0000\u0000\u0000Originality/value\u0000The study reveals the knowledge base on technology use in REFM. It adds to the evidence base on innovation and technology adoption in REFM.\u0000","PeriodicalId":47595,"journal":{"name":"Facilities","volume":" ","pages":""},"PeriodicalIF":2.3,"publicationDate":"2023-09-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48914759","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Faezeh Ghaffari, Maryam Shabak, Nima Norouzi, Siyamak Nayyeri Fallah
Purpose This study aims at identifying the key perceived environmental attributes that can influence patients’ sense of coherence (SOC) in hospital public spaces and can improve hospital quality to create a salutogenic environment. Design/methodology/approach In total, 205 patients from the two hospitals in Sari City, Iran, participated in a questionnaire survey. The data were analyzed through structural equation modeling using partial least squares to investigate the impact of environmental qualities of public spaces on patients’ SOC. Findings Results confirmed that public spaces’ quality is positively associated with patients’ SOC. Accessibility has the most effective role in patients’ SOC, closely followed by relationability and intelligibility indicators. Environmental comfort also influences patients’ SOC in hospital public spaces. In comparison, the quality of the visibility is less important to patients’ SOC. Practical implications Findings will help hospital managers and designers to identify influential factors to improve the quality of health-care environments. Furthermore, the study will provide a picture of patients’ views and SOC intentions regarding public spaces in health-care environments. Originality/value To the authors’ knowledge, there is a lack of studies on the relationship between hospital public spaces and users’ SOC. Thus, this study investigates the experiences and perceptions of patients toward the quality of public spaces in hospital environments in physical, social and psychological aspects to find out its effects on patients’ SOC.
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