Achieving 'customer focus' in private housebuilding: Current practice and lessons from other industries

Housing Studies

Volumn 18, Issue 1, 2003, Pages 87-101

  Barlow, James ^a   Ozaki, Ritsuko ^a  

^a IMPERIAL COLLEGE LONDON   (United Kingdom)

Author keywords

Brand loyalty; Customer focus; Customisation; Housebuilding industry

Indexed keywords

CONSTRUCTION INDUSTRY; CONSUMPTION BEHAVIOR; HOUSING MARKET;

UNITED KINGDOM;

EID: 0037245883     PISSN: 02673037     EISSN: None     Source Type: Journal    
DOI: 10.1080/0267303032000076858     Document Type: Article

References (61)

1. Agrawal, M., Kumaresh, T. & Mercer, G. (2001) The false promise of mass customisation, McKinsey Quarterly, 3.
2. Barlow, J. (1999) From craft production to mass customisation. Innovation requirements for the UK housebuilding industry, Housing Studies, 14, pp. 23-42.
3. Barlow, J. & Ozaki, R. (2001) Are You Being Served? Japanese Lessons on Customer-focused Housebuilding, Report on a Department of Trade and Industry Expert Mission, (Brighton, SPRU, University of Sussex).
4. Barlow, J., Jackson, R. & Meikle, J. (2001) Homes to DIY for: The UK's Self-build Housing Market in the Twenty-first Century (York, Joseph Rowntree Foundation).
5. Barlow, J., Bartlett, K., Hooper, A. & Whitehead, C. (2002) Land for Housing: Current Practice and Future Options (York, Joseph Rowntree Foundation).
6. Berry, D., Mason-Jones, R. & Naim, M. (1998) A systems engineering approach to manufacturing systems analysis, Integrated Manufacturing Systems: The International Journal of Manufacturing Technology Management, 9, pp. 350-365.
7. Bröchner, J. (1997) Pattern transfer: process influences on Swedish construction from the automobile industry, in: L. Alarcón (Ed). Lean Construction (Rotterdam, A. A. Balkema).
8. Brown, S. & Swartz, T. (1989) A gap analysis of professional service quality, Journal of Marketing, 53, pp. 92-98.
9. CABE (2001) The Value of Urban Design (London, Commission on Architecture and the Built Environment).
10. CBPP (1998) Key Performance Indicators. Construction Best Practice Programme (London, Department for the Environment, Transport and the Regions).
11. Christopher, M., Payne, A. & Ballantyne, D. (1991) Relationship Marketing. Bringing Quality, Customer Service and Marketing Together (Oxford, Butterworth-Heineman).
12. Craig, D. & Roy, R. (1999) Developing a customer service culture in the speculative housebuilding industry, Mimeo. (Warwick Manufacturing Group, University of Warwick).
13. Cronin, J. & Taylor, S. (1992) Measuring service quality: a re-examination and extension, Journal of Marketing 56, pp. 55-68.
14. Egan, Sir J. (1998) Rethinking Construction: The Report of the Construction Task Force (London, Department for the Environment, Transport and the Regions).
15. EP (2000) Urban Design Compendium (London, English Partnerships and the Housing Corporation).
16. Goldman, S., Nagel, R. & Preiss, K. (1994) Agile Competitors and Virtual Organizations. Strategies for Enriching the Customer (Chichester, John Wiley).
17. Grönroos, C. (1990) Service Management and Marketing: Managing the Moments of Truth in Service Competition (Lexington, MA, Lexington Books).
18. Hartline, M. & Jones, K. (1996) Employee performance cues in a service environment: influence on perceived service quality, value and word-of-mouth intentions, Journal of Business Research 35, pp. 207-215.
19. Heskett, J., Sasser Jr., W. & Schlesinger, L. (1997) The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (New York, The Free Press).
20. Hoffman, K. & Ingram, T. (1992) Service provider job satisfaction and customer-oriented performance, The Journal of Services Marketing, 6, pp. 68-78.
21. Housing Forum (2000) New Homes National Customer Satisfaction Survey 2000 (London, The Housing Forum).
22. Housing Forum (2001) New Homes National Customer Satisfaction Survey 2001 (London, The Housing Forum).
23. Housing Forum (2002) Homing in on Excellence. A Commentary on the Use of Offsite Fabrication Methods for the UK Housebuilding Industry (London, The Housing Forum).
24. J. D. Power & Associates (2000) Case studies from abroad and from other industries: lessons emerging for house building and renovation. Paper presented at the Construction Productivity Network Workshop 'Do your customers get satisfaction?' Report E0113A . Original material drawn from J.D. Power & Associates New Home Builder Customer Satisfaction Study, or .
25. Jones, T. & Sasser Jr., W. (1995) Why satisfied customers defect, Harvard Business Review, 73, November-December, pp. 88-99.
26. Lampel, J. & Mintzberg, H. (1996) Customising customisation, Sloan Management Review, 38, pp. 21-3.
27. Latham, Sir M. (1994) Constructing the Team (London, HMSO).
28. Lewis, J., Naim, M., Wardle, S. & Williams, E. (1998) Quick Scan your way to supply chain improvement. Institute of Operations Management, Control, 24, pp. 14-16.
29. Lovelock, C. (1988) Managing Services: Marketing, Operations and Human Resources (Englewood Cliffs, NJ, Prentice-Hall).
30. McKenna, R. (1991) Relationship Marketing. Successful Strategies for the Age of the Customer (Reading, MA, Addison-Wesley).
31. Maclennan, D. (1982) Housing Economics. An Applied Approach (Harlow, Longman).
32. Mitchell, V. W. (1993) Handling consumer complaint information: why and how? Management Decision, 31, pp. 21-28.
33. Mulholland Research Associates (1999) Housing Market Research 1999: Consumer Confidence, Home Working, and Customer Care (London, Mulholland Research Associates with the House Builders Federation and Halifax Building Society).
34. Naim, M. & Barlow, J. (2003) (forthcoming) An innovative supply chain strategy for customised housing, Construction Management and Economics.
35. NHBC (1997) The New Housing Monitor. Summary Report for the Top 22 Builders (Amersham, National House Building Council).
36. Nicol, C. & Hooper, A. (1999) Contemporary change and the housebuilding industry: concentration and standardisation in production, Housing Studies, 14, pp. 57-76.
37. ODPM (1997) Planning Policy Guidance Note 1: General Policy and Principles (London, Office of the Deputy Prime Minister).
38. ODPM (2000) Planning Policy Guidance Note 3: Housing (London, Office of the Deputy Prime Minister).
39. Oliver, R. (1981) Measurement and evaluation of satisfaction processes in retail settings, Journal of Retailing 57, pp. 25-48.
40. Parasuraman, A., Zeithaml, V. & Berry, L. (1985) A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, pp. 41-50.
41. Parasuraman, A., Zeithaml, V. & Berry, L. (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, pp. 12-40.
42. Parasuraman, A., Zeithaml, V. & Berry, L. (1991) Refinement and reassessment of the SERVQUAL scale, Journal of Retailing, 67, pp. 420-450.
43. Parasuraman, A., Zeithaml, V. & Berry, L. (1994) Moving forward in service quality research: measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioural intentions link. Marketing Science Institute Working Paper Report, pp. 94-114 (Cambridge, MA, Marketing Science Institute).
44. Patterson, P. & Johnson, L. (1993) Disconfirmation of expectations and the gap model of service quality: an integrated paradigm, Journal of Consumer Satisfaction, Dissatisfaction and Complaining, 6, pp. 90-99.
45. Pitcher, M. (1999) Benchmarking UK and US house builders. Overcoming the UK market's Achilles heel-after sales service. Presentation to the 1999 Building Homes Conference, 20 October, Stapleford Park, Leicestershire.
46. Pitcher, M. (2001) So near, yet so far away, Building Homes, March, pp. 22-23.
47. Pitcher, M. (2002) It's about soul, HouseBuilder, June, p. 11.
48. Rees Lewis, J. (1994) Patient views on quality care in general practice: literature review, Social Science in Medicine, 39, pp. 655-670.
49. Reichheld, F. & Sasser Jr., W. (1990) Zero defections: quality comes to services, Harvard Business Review, 68, pp. 105-111.
50. Reichheld, R. E. & Sandifer-Smallwood, B. (1990) Exploring perceptions of hospital operations by a modified SERVQUAL APP approach, Journal of Health Care Marketing, 10, pp. 47-55.
51. Ross, J. (1994) Total Quality Management (London, Kogan Page).
52. Roy, R. & Cochrane, S. (1999) Development of a customer-focused strategy in speculative house building, Construction Management and Economics, 17, pp. 777-788.
53. Rust, R. & Zahorik, A. (1993) Customer satisfaction, customer retention, and market share, Journal of Retailing, 69, pp. 193-215.
54. Schneider, B. & Bowen, D. (1993) The service organization: human resources management is crucial. Organizational Dynamics, 21, pp. 39-52.
55. TARP (1982) Measuring the Grapevine. Consumer Response and Word-of-Mouth. A Report Conducted for the Consumer Affairs Department of the Coca-Cola Company (Washington, DC, Technical Assistance Research Programs Inc).
56. TARP (1988) Quantifying the Impact. The TARP Market Damage Simulation Model (Washington, DC, Technical Assistance Research Programs Inc).
57. Teas, R. (1993) Expectations, performance evaluation and consumers' perceptions of quality, Journal of Marketing, 57, pp. 18-34.
58. Urban Taskforce (1999) Towards an Urban Renaissance (London, Department for the Environment, Transport and the Regions).
59. Woodside, A., Frey, L. & Daly, R. (1989) Linking service quality, customer satisfaction, and behavioral intention, Journal of Health Care Management, 9, pp. 5-17.
60. Zeithaml, V. A., Parasuraman, A. & Berry, L. (1990) Delivering Quality Service. Balancing Customer Perceptions and Expectations (New York, The Free Press).
61. Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996) The behavioral consequences of service quality, Journal of Marketing, 60, April, pp. 31-46.