Although there is an array of technical solutions available for retrofitting the building stock, the uptake of these by owner‐occupants in home improvement activities is lagging. Energy performance improvement is not included in maintenance, redecoration, and/or upgrading activities on a scale necessary to achieve the CO2 reduction aimed for in the built environment. Owner‐occupants usually adapt their homes in response to everyday concerns, such as having enough space available, increasing comfort levels, or adjusting arrangements to future‐proof their living conditions. Home energy improvements should be offered accordingly. Retrofit providers typically offer energy efficiency strategies and/or options for renewable energy generation only and tend to gloss over home comfort and homemaking as key considerations in decision‐making for home energy improvement. In fact, retrofit providers struggle with the tension between customisation requirements from private homeowners and demand aggregation to streamline their supply chains and upscale their retrofit projects. Customer satisfaction is studied in three different Dutch approaches to retrofit owner‐occupied dwellings to increase energy efficiency. For the analysis, a customer satisfaction framework is used that makes a distinction between satisfiers, dissatisfiers, criticals, and neutrals. This framework makes it possible to identify and structure different relevant factors from the perspective of owner‐occupants, allows visualising gaps with the professional perspective, and can assist to improve current propositions.
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PurposeThe aim of this study is to provide insights into how the purchasing function can increase the maturity of smart maintenance management (SMM) in construction clients by (1) assessing current SMM maturity and (2) developing an adapted service triad for purchasing's meaningful involvement in SMM.Design/methodology/approachA multiple case research design was used, and data were collected from four higher education institutes in the Netherlands through an assessment of their current SMM maturity. Coding and a cross-case analysis were used to qualitatively analyze the data to identify roles and value chain integration factors as intermediate steps in adapting the service triad to a service hexad.FindingsWithin construction client organizations, collaboration between maintenance management, project management and ICT services requires improvement. The proposed service hexad redefines the client's SMM roles with the aim of improving collaboration. The authors discuss how this enables a transition to higher levels of SMM maturity.Research limitations/implicationsThe findings were derived from a particular class of construction clients: higher education institutes that operate owner-occupied properties. Although the service hexad could be adapted, to owner-occupied multi-user properties, further research is necessary to assess its relevance for investor-owned properties.Practical implicationsImplementing the service hexad provides construction clients with a stronger position in supply networks. It clarifies the briefing process in construction management and emphasizes the data supply responsibilities of construction management professionals.Originality/valueThe study draws on the service triads and meaningful involvement concepts from the purchasing literature and applies them to SMM.
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Since the financial and administrative liberalisation from the government in the late 1980s and the 1990s, the Dutch housing associations have been very dynamic, regarding the considerable extension of both commercial and social activities, the increased reliance and dependence on market circumstances, and the large number of amalgamations, creating bigger organisations. In recent years the Dutch social housing sector is under increased pressure as a consequence of the credit crunch, increased tax levies and the national implementation in the sector of EU regulations on ‘Services of General Economic Interest’. Factors like these are likely to have an effect on the organisational strategies of housing associations, the main providers of social housing in the Netherlands. The direction and the size of these effects, however, are not well known. A recent inquiry among housing associations sheds more light on this. In this paper, we make use of a classification including a socialcommercial dimension and a dimension between so-called ‘prospectors’ and ‘defenders’. This classification proves to be an adequate tool to describe the recent developments in the sector. It is concluded that, in general, housing associations are focussing more on traditional social housing tasks and ‘defending’ strategies, implying a shift back compared to the trend in recent decades.
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