Relationship value in FM : a customer perspective
Year: 2013
Type: article
Abstract: Purpose – Facility management (FM) is a relationship-management discipline. The present study focuses on business-to-business (B2B) buyer-supplier relationships between FM customers and external suppliers. The research adopts the buyer’s perspective in order to identify the dimensions of relationship value. The objective is to conceptualize a relationship-value framework in the context of FM. Theories – Relationship management and value constitute the fundamental theoretical background of this research. Value dimensions are developed based on previous research of relationship value in B2B relationships. Design/methodology/approach – This research is conducted as a mixed method, including a qualitative literature review, workshops and discussions with FM academics, interviews with FM managers and a quantitative online survey. Findings – Nine dimensions of relationship value were identified and a framework of relationship value for FM was established and measured. The sacrifice dimension positively correlated with relationship value in the relationship with FM suppliers, which is different from previous studies of relationship value in the context of business markets. Originality/value – This research narrowed the gap in relationship-value studies in FM. The findings can contribute to traditional theory that customer value can be the add-on between benefits (“what you get”) and sacrifices (“what you give”), rather than just a trade-off between these two dimensions. There are some implications for practitioners. For example, FM suppliers could involve customers in their daily work, since the more effort the customers contribute to the relationship, the higher value they perceive from it.
Authors: Christian Coenen, Ying Ying Schäfer-Cui
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2441243809