27 February 2012
Dr Matthew Tucker, senior lecturer in FM at Liverpool John Moores University, has been awarded the first Fulbright-RICS Research Award.
The Fulbright-RICS Research Award is given to one outstanding academic
or professional each year to undertake research into different aspects
of land, property and the built environment in the US.
Tucker will work for four months in the US next year, linking in with Professor Kathy Roper from the Georgia Institute of Technology.
His research project will be about measuring FM performance through customer and employee engagement, “a framework for improving customer perception of service delivery”.
Tucker’s research will develop a customer performance measurement system for FM, focusing on how it can diversify into the US FM sector. It is hoped that this will help promote the strategic importance of customer performance measurement in FM and act as a call to arms for further original studies in this area, according to a RICS statement.
“The delivery of FM services is centred on people,” said Tucker. “Customer performance measurement – the process of capturing, measuring, and improving the perception of FM customers – is a vital component within an FM organisation’s overall performance measurement framework. My research project hopes to provide more insight into this.”
Tucker’s background is in service improvement. He specialises in strategic FM research with a focus on customer satisfaction, environmental sustainability, organisational behaviour and workplace productivity.
He has published several papers in internationally recognised journals and completed his PhD developing a customer performance measurement system for facilities management.
Other news for Monday, 27 February 2012
FM academic picks up Fulbright-RICS award
H&J Martin wins in Belfast
Morrison Scotland appoints new MD
EC Harris revenue boosts Arcadis results
Complete our survey to enter iPad draw
FW Blog: Can we expect those we elect to act ethically?