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Service Management 3.0: The Next Generation of Service

If all companies effectively compete on service, the key differentiator then lies in the service management model and the ability to execute […]

Linking Customer Experience with Service Employee Engagement

In this white paper, ISS performed a series of regression analyses for their data, and subsequent research has revealed important new knowledge […]

Developing an Effective Customer Satisfaction Survey

The Facility Management industry is continuing to strengthen its position as “customer-focused” business services providers. Surveys are a good way to capture […]

Service Management 2.0: The Next Generation of Service

Leadership and culture play a greater role in effective service organizations today than ever before. Value-based leadership is an effective way to […]

Employee Engagement: The Crucial Role of the Supervisor

Engaged employees are more productive, more customer-focused and more loyal — and companies with high levels of employee engagement are more profitable, […]

Defining Service Excellence in FM

This white paper concludes two main themes emerging in driving service excellence in FM. Firstly, that excellence is underpinned by consistency, and […]

Effective Training of Front-Line Service Employees

Service quality is the primary driver behind customer satisfaction. Because training is the single most important driver behind higher service quality, it […]

Successful Transition in Outsourcing

This white paper shows how job transition impacts productivity, job satisfaction and customer satisfaction, and how a robust transition management plan can […]

Ep. 81: Employee Engagement and Creating Great Experiences

Javier J. Maldonado, MBA, CFM, RPA® is Campus Operations & Construction Director for VF Outdoor, the home of JanSport and The North […]

2013 International Comparison of User Satisfaction in Buildings

A systematic review of user satisfaction in the context of facility management and real estate management. The main research issues emphasize research […]