{"id":"https://openalex.org/W1985158037","doi":"https://doi.org/10.1108/02630801011058942","title":"Maintenance services in social housing: what do residents find important?","display_name":"Maintenance services in social housing: what do residents find important?","publication_year":2010,"publication_date":"2010-07-11","ids":{"openalex":"https://openalex.org/W1985158037","doi":"https://doi.org/10.1108/02630801011058942","mag":"1985158037"},"language":"en","primary_location":{"id":"doi:10.1108/02630801011058942","doi":"https://doi.org/10.1108/02630801011058942","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02630801011058942","pdf_url":null,"source":{"id":"https://openalex.org/S121524071","display_name":"International Journal of Building Pathology and Adaptation","issn_l":"0263-080X","issn":["0263-080X","1758-6844","2398-4708","2398-4716"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","dongbi-d","jufo-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Structural Survey","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5034686667","display_name":"H.J. van Mossel","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Henk\u2010Jan van Mossel","raw_affiliation_strings":["OTB Research Institute for Housing, Urban and Mobility Studies, Delft University of Technology, Delft, The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"OTB Research Institute for Housing, Urban and Mobility Studies, Delft University of Technology, Delft, The Netherlands","institution_ids":["https://openalex.org/I98358874"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5016369560","display_name":"S.J.T. Jansen","orcid":"https://orcid.org/0000-0003-2419-0374","observed_orcids":["https://orcid.org/0000-0003-2419-0374"]},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Sylvia J.T. Jansen","raw_affiliation_strings":["OTB Research Institute for Housing, Urban and Mobility Studies, Delft University of Technology, Delft, The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"OTB Research Institute for Housing, Urban and Mobility Studies, Delft University of Technology, Delft, The Netherlands","institution_ids":["https://openalex.org/I98358874"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I98358874"],"apc_list":null,"apc_paid":null,"fwci":3.1343,"has_fulltext":false,"cited_by_count":41,"citation_normalized_percentile":{"value":0.92074774,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"28","issue":"3","first_page":"215","last_page":"229"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7890999913215637,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7890999913215637,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12256","display_name":"Facilities and Workplace Management","score":0.02669999934732914,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14138","display_name":"Life Cycle Costing Analysis","score":0.021900000050663948,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/building-maintenance-services","display_name":"building maintenance services","score":0.6470000147819519},{"id":"https://openalex.org/keywords/social-housing","display_name":"social housing","score":0.9980000257492065},{"id":"https://openalex.org/keywords/housing-associations","display_name":"housing associations","score":0.9430000185966492},{"id":"https://openalex.org/keywords/resident-preferences","display_name":"resident preferences","score":0.656000018119812},{"id":"https://openalex.org/keywords/importance-performance-analysis","display_name":"importance-performance analysis","score":0.828000009059906},{"id":"https://openalex.org/keywords/maintenance-service-quality","display_name":"maintenance service quality","score":0.5950000286102295},{"id":"https://openalex.org/keywords/ventilation-system-maintenance","display_name":"ventilation system maintenance","score":0.6669999957084656},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7210000157356262}],"concepts":[{"id":"https://openalex.org/C2778813691","wikidata":"https://www.wikidata.org/wiki/Q1369832","display_name":"Purchasing","level":2,"score":0.7119343876838684},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6099022030830383},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.5323237776756287},{"id":"https://openalex.org/C533584247","wikidata":"https://www.wikidata.org/wiki/Q6532502","display_name":"Public housing","level":2,"score":0.520132839679718},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4470043182373047},{"id":"https://openalex.org/C536738050","wikidata":"https://www.wikidata.org/wiki/Q3249071","display_name":"Social Welfare","level":2,"score":0.4150081276893616},{"id":"https://openalex.org/C100001284","wikidata":"https://www.wikidata.org/wiki/Q2248246","display_name":"Public economics","level":1,"score":0.4058658480644226},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3364371061325073},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.3340336084365845},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3250146508216858},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.284697949886322},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.12956354022026062},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.12886229157447815},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/02630801011058942","doi":"https://doi.org/10.1108/02630801011058942","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02630801011058942","pdf_url":null,"source":{"id":"https://openalex.org/S121524071","display_name":"International Journal of Building Pathology and Adaptation","issn_l":"0263-080X","issn":["0263-080X","1758-6844","2398-4708","2398-4716"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","dongbi-d","jufo-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Structural Survey","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Sustainable cities and communities","score":0.761900007724762,"id":"https://metadata.un.org/sdg/11"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W76541430","https://openalex.org/W639645432","https://openalex.org/W1498278420","https://openalex.org/W1530254914","https://openalex.org/W1556057683","https://openalex.org/W1805999302","https://openalex.org/W1977092496","https://openalex.org/W2004041310","https://openalex.org/W2015826641","https://openalex.org/W2062228572","https://openalex.org/W2114313641","https://openalex.org/W2162040794","https://openalex.org/W2325215645","https://openalex.org/W4292542163"],"related_works":["https://openalex.org/W2037572490","https://openalex.org/W7084078239","https://openalex.org/W1486111750","https://openalex.org/W4386989532","https://openalex.org/W7061502214","https://openalex.org/W2015261623","https://openalex.org/W2756017248","https://openalex.org/W3115243995","https://openalex.org/W2264430340","https://openalex.org/W1600980113"],"abstract_inverted_index":{"Abstract":[0],"Purpose":[1],"\u2013":[2,40,89,168,220,260],"Knowing":[3],"which":[4,101,293],"services":[5],"are":[6,190],"essential":[7],"to":[8,16,30,69,94,100,135,152,230,247,252,268,295],"tenants":[9,54],"gives":[10],"the":[11,14,95,106,132,139,153,155,172,187,193,197,203,207,211,253,286,290],"housing":[12,57,242],"associations":[13],"background":[15],"set":[17],"priorities":[18,96,198,227,266],"in":[19,62,109,181],"maintenance":[20,37,111,118,140,156,182,212,231],"policy":[21],"and":[22,114,117,121,125,144,273],"purchasing.":[23],"The":[24,41,90,283],"purpose":[25],"of":[26,35,50,55,112,119,123,141,157,171,210,236,255,285,292],"this":[27,277],"paper":[28,222],"is":[29,44,103,134,174],"explore":[31],"residents'":[32],"perceived":[33],"importance":[34,72,74],"various":[36],"services.":[38,232],"Design/methodology/approach":[39],"research":[42,287],"question":[43],"explored":[45],"through":[46],"a":[47],"large\u2010scale":[48],"survey":[49],"more":[51],"than":[52],"6,000":[53],"Dutch":[56],"associations.":[58,243],"Priorities":[59],"were":[60,67,76,215],"studied":[61],"three":[63],"different":[64,256,269],"ways:":[65],"respondents":[66],"asked":[68],"provide":[70],"direct":[71],"ratings,":[73],"weights":[75],"derived":[77],"from":[78],"regression":[79],"analyses,":[80],"and,":[81],"an":[82],"importance\u2010performance":[83],"analysis":[84],"(IPA)":[85],"was":[86],"performed.":[87],"Findings":[88],"results":[91],"with":[92,192,228,250],"regard":[93,229,251],"differ":[97],"somewhat":[98],"according":[99],"method":[102,294],"used.":[104],"However,":[105],"methods":[107,263],"agree":[108],"that":[110,175,189,205],"heating":[113],"water":[115],"systems":[116,159],"hinges":[120],"locks":[122],"windows":[124],"external":[126],"doors":[127],"should":[128,146,160,275,288],"get":[129,148],"priority.":[130],"If":[131],"goal":[133,284],"increase":[136],"customer":[137],"satisfaction,":[138],"exterior":[142],"paintwork":[143],"bathrooms":[145],"also":[147],"appropriate":[149],"attention.":[150],"According":[151],"IPA,":[154],"ventilation":[158],"be":[161,235],"taken":[162],"good":[163],"care":[164],"of.":[165],"Research":[166],"limitations/implications":[167],"One":[169],"limitation":[170],"study":[173],"residents":[176],"have":[177],"provided":[178],"their":[179],"preferences":[180],"service":[183,200,208,213],"delivery":[184,214],"without":[185],"noticing":[186],"costs":[188],"included":[191],"several":[194],"options.":[195],"Furthermore,":[196,244],"between":[199],"aspects,":[201],"i.e.":[202],"aspects":[204],"determine":[206,289],"quality":[209],"not":[216],"measured.":[217],"Practical":[218],"implications":[219],"This":[221,233],"provides":[223],"insight":[224],"into":[225,278],"resident's":[226],"can":[234],"use":[237],"for":[238,264],"companies,":[239],"such":[240],"as":[241],"it":[245],"contributes":[246],"scientific":[248],"knowledge":[249],"impact":[254],"measurement":[257],"methods.":[258],"Originality/value":[259],"Different":[261],"applied":[262],"measuring":[265,281],"lead":[267],"results.":[270],"Both":[271],"practitioners":[272],"researchers":[274],"take":[276],"account":[279],"when":[280],"priorities.":[282],"choice":[291],"use.":[296]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":3},{"year":2020,"cited_by_count":3},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":9},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":2}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
