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9781586038779

Purchasing of Maintenance Service Delivery in the Dutch Social Housing Sector. Optimising Commodity Strategies for Delivering Maintenance Services to Tenants : Sustainable Urban Areas

by
  • ISBN13:

    9781586038779

  • ISBN10:

    158603877X

  • Format: Paperback
  • Copyright: 2008-07-15
  • Publisher: Ios Pr Inc

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Summary

Dutch housing associations have a market share of about 33 per cent of the entire Dutch housing stock. They spent around 2.8 billion Euros a year on the maintenance of dwellings, of which external suppliers account for approximately 89 per cent. External service suppliers can as such be seen as an extension of the housing associations in fulfilling their public tasks and private objectives. Maintenance service delivery gives an opportunity for high quality interaction with tenants.At the moment maintenance service delivery appears to be 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 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.

Table of Contents

Introductionp. 1
Supply, rules of the game, and tools for analysisp. 21
The purchasing of Dutch housing associations' maintenance services: state of the art and a decision frameworkp. 51
Comparing housing associations with the public and private sector: retail and municipalityp. 71
Impact of maintenance services on tenant satisfaction in social housingp. 95
Securing high-performance maintenance service deliveryp. 117
Securing customer satisfaction through component service specificationsp. 137
The end-customer focus of maintenance service specifications for purchasingp. 161
Optimising commodity strategiesp. 179
Conclusions and recommendationsp. 221
Characteristics of the respondentsp. 243
Tenant questionnaire - Dutch versionp. 245
Tenant questionnaire - English version (not used)p. 253
Regression analysisp. 261
Determinants of maintenance service qualityp. 263
Planned maintenance and reactive maintenance as sequential processesp. 267
Samenvattingp. 269
Curriculum Vitaep. 283
Table of Contents provided by Blackwell. All Rights Reserved.

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