Williams, SC orcid.org/0000-0003-0160-0457, Boso, N, Shaw, N et al. (1 more author) (Accepted: 2016) Customer satisfaction as a performance measurement and management tool in English social housing. In: 23rd EurOMA 2016 Interactions, 17-22 Jun 2016, Trondheim, Norway.
Abstract
Customer satisfaction measurement is argued to be the ultimate arbiter of the success of public organisations (Hill et al 2007). Despite being a regulatory requirement for English social housing providers to measure customer satisfaction throughout the 2000’s and remaining relevant after sector de-regulation in 2010 (Williams 2013), it is surprising there is little academic literature underpinning quality of service and customer satisfaction within English social housing. This study meets this gap by presenting the first academic research exploring the empirical evidence underpinning the relationship between customer satisfaction and service quality orientated business performance in the UK social housing sector.
Metadata
Item Type: | Conference or Workshop Item |
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Authors/Creators: |
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Keywords: | Customer satisfaction; performance management; social housing |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Management Division (LUBS) (Leeds) > Logistics, Info, Ops and Networks (LION) (LUBS) The University of Leeds > Faculty of Business (Leeds) > Marketing Division (LUBS) |
Depositing User: | Symplectic Publications |
Date Deposited: | 21 Apr 2016 09:33 |
Last Modified: | 12 Apr 2017 04:19 |
Published Version: | http://www.euroma2016.org/ |
Status: | Published |
Publisher: | European Operations Management Association |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:98872 |