1、1000 单词， 6200 英文字符， 1700 汉字 出处： Mats G. Holm. Service management in housing refurbishment: a theoretical approachJ. Construction Management & Economics, 2000, 18(5):525-533. 原文 ： Service management in housing refurbishment: a theoretical approach Mats G. Holm It is generally acknowledged that custom
2、er satisfaction is essential for sustainable success in business relations. In spite of this observation, many housing refurbishment projects have been undertaken with deficiencies in ultimate customer orientation. Landlords and construction companies occasionally conduct questionnaire surveys regar
3、ding dweller satisfaction. Nevertheless, survey information is seldom used for major improvements of the refurbishment process. In traditional construction management studies of housing refurbishment little attention has been focused on the customer relationship. Only recently have principles of ser
4、vice management been applied to housing refurbishment projects in construction research (Ahonen, 1993; Holm and Brochner, 1999). As a sharp contrast to this scarcity of investigations concerning customer orientation in the field of refurbishment, a rapidly growing number of studies of customer satis
5、faction and service quality in the service industries have been published over the last few years, showing the correlation between customer satisfaction, or service quality, and economic returns. Service theories Theories of service management are, with few exceptions, dominated by the issues of cus
6、tomer satisfaction and service quality. The need for customer satisfaction If we consider the whole body of research in the field of service management, it is a fundamental and recurring observation that high customer satisfaction leads to superior economic returns. This can be explained by key concepts such as customer loyalty and a positive reputation for the firm. The link between customer satisfaction or a positive perception of service quality and increased loyalty, in service
