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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: Formoso, Carlos T., Jobim, Margaret S.S.
Format: Article
Language:English
Published: Penerbit Universiti Sains Malaysia 2006
Subjects:
TH1-9745 Building construction
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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spelling my.usm.eprints.42617 http://eprints.usm.my/42617/ Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil Formoso, Carlos T. Jobim, Margaret S.S. TH1-9745 Building construction 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. Penerbit Universiti Sains Malaysia 2006 Article PeerReviewed application/pdf en http://eprints.usm.my/42617/1/5_Formoso_%28p.77-101%29.pdf 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 http://web.usm.my/jcdc/vol11_2_2006/5_Formoso%20(p.77-101).pdf
institution Universiti Sains Malaysia
building Hamzah Sendut Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Sains Malaysia
content_source USM Institutional Repository
url_provider http://eprints.usm.my/
language English
topic TH1-9745 Building construction
spellingShingle TH1-9745 Building construction
Formoso, Carlos T.
Jobim, Margaret S.S.
Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil
description 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.
format Article
author Formoso, Carlos T.
Jobim, Margaret S.S.
author_facet Formoso, Carlos T.
Jobim, Margaret S.S.
author_sort Formoso, Carlos T.
title Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil
title_short Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil
title_full Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil
title_fullStr Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil
title_full_unstemmed Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil
title_sort challenges in improving customer focus in small-sized house-building companies in brazil
publisher Penerbit Universiti Sains Malaysia
publishDate 2006
url 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
_version_ 1643710533771198464
score 13.211869

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