%0 Journal Article
%T Challenges in Improving Customer Focus in Small-Sized House-building Companies in Brazil
%A Carlos T. Formoso
%A Margaret S.S. Jobim
%J Journal of Construction in Developing Countries
%D 2006
%I Universiti Sains Malaysia
%X 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.
%K Customer
%K Satisfaction
%K Servicing
%K Post-occupancy evaluation
%K Value generation
%K Measurement
%U http://www.usm.my/jcdc/input/JCDC%20VOL%2011(2)/5_Famosa%20(p.77-101).pdf