Facility management value dimensions from a demand perspective

Abstract

Purpose – This paper aims to introduce and describe the concept of the facility management (FM) value network which takes a subjective perspective and reflects upon the relationships amongst key FM stakeholders. The FM value network focuses on demand by considering client, customer and end-user perceptions of value, providing a conceptual foundation for considering a demand driven, service-oriented and user focused approach to FM. It introduces concepts drawn from related fields such as services marketing, business economics and management and identifies an agenda for future research. Design/methodology/approach – This paper is based on results of an extensive literature review, research workshops and a pilot case study, to explore stakeholder's perceptions of value within FM relationships. Findings – This paper proposes an alternative view of FM stakeholders and the outcomes they value in comparison to a conventional built environment perspective. It provides examples of value dimensions relevant to the demand-side of organisations, collated from different sectors of the economy. Research limitations/implications – Due to a conceptual approach including a pilot case study that still has to be explored in a qualitative/quantitative empirical setting within the field of FM, this paper has limitations. Practical implications – The FM value network described and the research agenda proposed provide valuable insight into issues that have to be addressed in future work and sheds light on this under-researched field of value of FM. Further work could build on these conceptual foundations in order to contribute to evidence-based FM. Originality/value – This paper makes an original contribution to research into the value of FM by focussing on the demand side. It raises issues about the nature of the discipline and its practice and it offers an understanding of the further research necessary to support evidence-based decision making.