The significance of cognitive dissonance for the "hard and soft FM" paradigm and quality assessment practices

• Published in: Journal of facilities management Vol. 5; no. 4; pp. 243 - 262
• Main Authors: Spencer, Robert, Hinks, John
• Format: Journal Article
• Language: English
• Published: Emerald Group Publishing Limited 02.10.2007
• Subjects: Customer relations; Customer services management; Emotional dissonance; Facilities; Quality assessment; SERVQUAL; Customer services management; SERVQUAL; Customer relations; Quality assessment; Emotional dissonance; Facilities

Purpose - The purpose of this paper is to report on a study based around a commercial facilities management (FM) service provider's creation of an internal benchmark of how services for an acute hospital perform in terms of service quality.Design methodology approach - The paper presents findin...