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...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Sains Malaysia
2006
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| Subjects: | |
| Online Access: | http://eprints.usm.my/42617/ http://eprints.usm.my/42617/1/5_Formoso_%28p.77-101%29.pdf |
| _version_ | 1848879608189943808 |
|---|---|
| author | Formoso, Carlos T. Jobim, Margaret S.S. |
| author_facet | Formoso, Carlos T. Jobim, Margaret S.S. |
| author_sort | Formoso, Carlos T. |
| building | USM Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-15T17:49:56Z |
| format | Article |
| id | usm-42617 |
| institution | Universiti Sains Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T17:49:56Z |
| publishDate | 2006 |
| publisher | Penerbit Universiti Sains Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | usm-426172018-10-19T07:53:44Z 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 |
| 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 |
| title | 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_short | 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 |
| topic | TH1-9745 Building construction |
| url | http://eprints.usm.my/42617/ http://eprints.usm.my/42617/ http://eprints.usm.my/42617/1/5_Formoso_%28p.77-101%29.pdf |