User perceptions in workplace productivity and strategic FM delivery

Purpose – The purpose of this paper is to explore the importance of user perceptions within an organisational context, and more specifically, how user perceptions are evidenced and positively applied within facilities management (FM).Design/methodology/approach – A conceptual approach is adopted suggesting that user perceptions should be viewed as a holistic process within FM. Via comprehensive literature reviews the paper determines the importance of user perceptions, first, in the context of the user achieving productivity in the workplace as their input and functionalities within the physical environment can inevitably enhance their later experience, and second, in the context of the user later achieving customer satisfaction via strategic FM delivery.Findings – Argues that user perceptions in FM can be analysed through a two‐fold approach: user perception through their input and functionalities in the workplace, and their consequent application of workplace productivity; and user perception through st...

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