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Purpose This paper aims to identify antecedents that influence perceived cleanliness by consulting experts and end-users in the field of facilities management (facility service providers, clients of facility service providers and consultants). Business models were evaluated to understand why some antecedents are adopted by practitioners and others are not. Design/methodology/approach A qualitative study, with end-users (n = 7) and experts (n = 24) in the field of facilities management, was carried out to identify antecedents of perceived cleanliness. Following the Delphi approach, different research methods including interviews, group discussions and surveys were applied. Findings Actual cleanliness, cleaning staff behaviour and the appearance of the environment were identified as the three main antecedents of perceived cleanliness. Client organisations tend to have a stronger focus on antecedents that are not related to the cleaning process compared to facility service providers. Practical implications More (visible) cleaning, maintenance, toilets, scent, architecture and use of materials offer interesting starting points for practitioners to positively influence perceived cleanliness. These antecedents may also be used for the development of a standard for perceived cleanliness. Originality/value A basis was created for the development of an instrument that measures perceived cleanliness and includes antecedents that are typically not included in most of the current standards of actual cleanliness (e.g. NEN 2075, ISSA).
Cleanliness is one of the key determinants of overall customer satisfaction in train stations. Customers’ perception of cleanliness is not limited to cleaning only but depends on multiple predictors. A better understanding of these predictors may contribute to the optimisation of perceived cleanliness in train stations. The current study was designed to examine how objective predictors (measures of cleaning quality), subjective predictors (e.g., customers’ perception of lighting, scent, staff), and demographic variables relate to perceived cleanliness in train stations. Data on cleaning quality were gathered by trained cleaning inspectors and data on subjective predictors of cleanliness were obtained through surveys collected at 25 train stations in the Netherlands (N = 19.206). Data were examined using correlation and regression analysis. Positive and significant correlates of perceived cleanliness in train stations were found, including: perception of scent, lighting, colour, and staff. In regression analysis, customers’ perception of scent and lighting appeared to be powerful predictors of perceived cleanliness. These findings underline that customers’ perception of cleanliness is not only influenced by cleaning quality, but also by other predictors, such as scent, lighting, colour, and staff behaviour.
This dissertation presents research on customers’ perceptions of cleanliness in service environments. The research contributes to the gap in the literature on cleanliness examined from a customer perspective, and adds to the understanding of environmental cues that influence perceived cleanliness. Part one of the dissertation includes the operationalisation of the concept of perceived cleanliness and the development of an instrument to measure perceived cleanliness. Results showed that perceived cleanliness consists of three dimensions: cleaned, fresh, and uncluttered. Next, the Cleanliness Perceptions Scale (CP-scale) was developed and validated in different service environments, resulting in a 12 item questionnaire that can be used to measure perceived cleanliness in service environments. Part two includes the experimental research on the effects of different environmental cues on perceived cleanliness. It furthermore explores to what extent the effects of these environmental cues on perceived cleanliness can be explained by the concept of priming. The experiments demonstrated that particular environmental cues influence perceived cleanliness: the visible presence of cleaning staff, light colour, light scent, and uncluttered architecture positively influence customers’ perceptions of cleanliness in service environments. Also, empirical support was found for priming as one of the mechanisms involved in the effects.Part three reflects on the implications of the dissertation for theory and practice. The research provides knowledge that is relevant for the fields of facility management, service marketing, social psychology, and environmental psychology. The dissertation improves the understanding of the concept of perceived cleanliness by enabling scholars and practitioners to measure the concept and the effects of particular environmental cues in service environments.
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This paper identifies dimensions of perceived cleanliness and subsequently presents a scale for measuring perceived cleanliness in service environments. The cleanliness perceptions scale (CPS) is more comprehensive than existing scales, which focus on how customers perceive the cleanliness of specific interior elements, thereby ignoring other dimensions, including the aesthetic quality of a service environment. Whereas existing scales are intended restaurants and hotels, the CPS was specifically developed for the facilities management industry, which is responsible for cleanliness in a wide variety of service environments. A qualitative study followed by two quantitative studies resulted in the twelve-item CPS, which covers the three dimensions of perceived cleanliness: cleaned, fresh, and uncluttered.
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The aim is to investigate what (tangible) characteristics of the environment people associate with cleanliness, to determine what aspects - apart from technical cleanliness - are involved when people perceive their (working) environment to be 'clean '.
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Purpose: The purpose of this paper is to present a systematic literature review on stimulus, organism and response variables related to actual and perceived cleanliness and develop a conceptual framework to encourage future research on cleanliness. Design/methodology/approach: The PRISMA statement methodology for systematic literature review was applied. After analysing 926 articles, 46 articles were included and reviewed. Findings: Stimulus, organism and response variables related to cleanliness were identified and integrated in a conceptual framework. A distinction was made between articles evaluating the relationship between stimulus and organism variables; stimulus and response variables; and organism and response variables. First, actual cleanliness, staff behaviour, condition of the environment, scent and the appearance of the physical environment were identified as stimuli variables influencing perceived cleanliness and service quality. Second, the presence of litter, behaviour and presence of others, scent, disorder, availability of trash cans and informational strategies were identified as stimuli affecting littering and other kinds of unethical behaviour. Third, the effect of perceived cleanliness (and other organism variables) on satisfaction, approach behaviours, physical activity and pro-social behaviour was registered. Practical implications: The findings of this review allow in-house and corporate facility managers to better understand and identify most effective interventions positively influencing actual and perceived cleanliness. Originality/value: No systematic literature review on antecedents and consequences of a clean environment has previously been conducted.
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