Preliminary framework to manage tenant satisfaction in facilities management service encounters

Abstract

Purpose The objective of this paper is to examine the continuing debate over the nature, scope and definition of facilities management and the implications of FM practice in the field of outsourcing for the development of the field and the profession.

Design/methodology/approach The paper offers both a conceptual review of key issues in the definition of facilities management and a critique of these definitions in the context of the popular identity of facilities management as a means of generating cost savings through outsourcing.

Findings The discussion asserts that, perhaps contrary to the many published doubts expressed over the possibility of achieving consensus on the scope of facilities management, an emerging and broadly consensual model of facilities management can be discerned. This model, it is suggested, is inhibited from further development primarily because of a lack of leadership in the professional and academic communities together with a preoccupation by necessity of the FM profession with operational imperatives.

Originality/value The paper, through synthesis and critique, offers a variant perspective on the debate about the nature of facilities management.