Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil
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...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Sains Malaysia
2006
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| Subjects: | |
| Online Access: | http://eprints.usm.my/42617/1/5_Formoso_%28p.77-101%29.pdf http://eprints.usm.my/42617/ http://web.usm.my/jcdc/vol11_2_2006/5_Formoso%20(p.77-101).pdf |
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| Summary: | 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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