The purchasing of maintenance service delivery in the Dutch social housing sector: optimising commodity strategies for delivering maintenance services to tenants

For housing associations, maintenance is an opportunity for high quality interaction with their tenants, and thus an opportunity for effectively influencing the quality of service delivery to tenants. Dutch housing associations have a market share of about one third of the entire Dutch housing stock. They spent around 2.8 billion euros a year on the maintenance of dwellings, of which external service suppliers account for approximately 90 percent. These suppliers can be seen as an extension of the housing associations in fulfilling their public tasks and private objectives. At the moment maintenance service delivery appears to be to the tenant of a suboptimal quality leading to a lower than potential tenant satisfaction. With this an essential part of the objectives of housing associations is not fulfilled optimally. This PhD-research reveals the essential determinants of maintenance service quality in order to promote tenant satisfaction. Commodity strategies for the purchasing of maintenance services are developed which make its optimization possible from the perspective of tenant satisfaction.

[1]  B. Loasby.  The External Control of Organizations. A Resource Dependence Perspective , 1979 .

[2]  D. Sappington.  Incentives in Principal-Agent Relationships , 1991 .

[3]  B. Edvardsson,et al.  Key Concepts for New Service Development , 1996 .

[4]  T. Kauko.  Comparing Spatial Features of Urban Housing Markets: Recent Evidence of Submarket Formation in Metropolitan Helsinki and Amsterdam , 2006 .

[5]  A. Parasuraman,et al.  Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research , 1994 .

[6]  Ad Straub,et al.  Technisch beheer door woningcorporaties in de 21e eeuw. Professioneel, klantgericht en duurzaam , 2001 .

[7]  Christine C. Cook,et al.  Understanding Constraints and Residential Satisfaction Among Low-Income Single-Parent Families , 1997 .

[8]  W.M.C. Beerepoot,et al.  Energy policy instruments and technical change in the residential building sector , 2007 .

[9]  E. Meijers.  Synergy in polycentric urban regions : complementarity, organising capacity and critical mass , 2007 .

[10]  Tim de Jonge.  Cost Effectiveness of Sustainable Housing Investments , 2005 .

[11]  Susan M. Walcott.  Shanghai Pudong: Urban Development in an Era of Global–Local Interaction , 2009 .

[12]  Wendy L. Tate,et al.  Services Supply Management: The Next Frontier for Improved Organizational Performance , 2007 .

[13]  Ad Straub,et al.  Strategic technical management of housing stock: lessons from Dutch housing associations , 2002 .

[14]  Jan Telgen,et al.  Choosing the open or the restricted procedure: A big deal or a big deal? , 2002 .

[15]  N. Campbell,et al.  An interaction approach to organizational buying behavior , 1985 .

[16]  Craig M. Froehle,et al.  Service Personnel, Technology, and Their Interaction in Influencing Customer Satisfaction , 2006, Decis. Sci..

[17]  Robin Cooper,et al.  When Lean Enterprises Collide: Competing Through Confrontation , 1995 .

[18]  O. Williamson.  Credible Commitments: Using Hostages to Support Exchange , 1983 .

[19]  Abdulaziz A. Bubshait,et al.  Evaluating the general conditions of a construction contract , 1994 .

[20]  Evert Hasselaar,et al.  Health performance of housing. Indicators and tools , 2006 .

[21]  J.Y.F. Wynstra,et al.  Buying Business Services , 2002 .

[22]  S. Cutter.  Residential Satisfaction and the Suburban Homeowner , 1982 .

[23]  M. M. Sunikka,et al.  Policies for improving energy efficiency in the European housing stock , 2006 .

[24]  B. Lewis,et al.  Managing the Service Encounter: A Focus on the Employee , 1990 .

[25]  C. Boon,et al.  Introduction to sustainable urban renewal: CO2 reduction and the use of performance agreements: experience from the Netherlands , 2004 .

[26]  Salvatore R. Maddi,et al.  Personality Theories: A Comparative Analysis , 1976 .

[27]  F. Wynstra,et al.  An application‐based classification to understand buyer‐supplier interaction in business services , 2006 .

[28]  R. Oliver,et al.  Perspectives on Behavior-Based versus Outcome-Based Salesforce Control Systems , 1987 .

[29]  J. Barney.  Firm Resources and Sustained Competitive Advantage , 1991 .

[30]  Gerda Klunder.  Sustainable Solutions for Dutch Housing: Reducing the Environmental Impacts of New And Existing Houses , 2005 .

[31]  B. Poel,et al.  Renewable energy in energy performance regulations , 2004 .

[32]  Yiping Fang,et al.  Residential Satisfaction, Moving Intention and Moving Behaviours: A Study of Redeveloped Neighbourhoods in Inner-City Beijing , 2006 .

[33]  A. Maslow.  Motivation and Personality , 1954 .

[34]  Reinout Kleinhans,et al.  Sociale implicaties van herstructurering en herhuisvesting , 2005 .

[35]  Emin Babakus,et al.  An empirical assessment of the SERVQUAL scale , 1992 .

[36]  J. J. Trip.  What Makes a City?: Planning for "Quality of Place": The Case of High-Speed Train Station Area Redevelopment , 2007 .

[37]  Peter R H Wood,et al.  Formation of Strategic Alliances in Business Services: Towards a New Client-Oriented Conceptual Framework , 1999 .

[38]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[39]  M. Elsinga.  Een eigen huis voor een smalle beurs: het ideaal voor bewoner en overheid? , 1995 .

[40]  R. Oliver.  Measurement and evaluation of satisfaction processes in retail settings. , 1981 .