Purpose – The purpose of this paper is to first evaluate the effect of IT service management (ITSM) tools in a practical environment followed by sharing experience in developing management process modules in a service outsourcing model. In order to improve the fault correlation from business...

Purpose – The purpose of this paper is to investigate how performance management control should be optimised for housing management services, through two different organisational contexts in the social housing sector. Design/methodology/approach – Case study methodology was used to examine...

Purpose – The purpose of this paper is to evaluate the indoor environmental quality among residential buildings in dense urban living environment, after the outbreak of Severe Acute Respiratory Syndrome (SARS), which called for a review on the relationship between health issues and the...

Purpose – Tourism is a pillar of the service industries in Hong Kong. Its growth entails quality hotel accommodations where cost‐effective operation and maintenance (O&M) of their facilities are essential. A benchmarking study was carried out on ten luxury hotels with the aim of identifying...

Purpose – The survey reported here is intended to obtain an understanding of the general public's perception about building services and building services practitioners in Hong Kong. Design/methodology/approach – Targeting a sampling error of within ±1 per cent at a confidence level of 95...

Purpose – The paper aims to present a succinct review of guaranteed maximum price (GMP) and target cost contracting (TCC) concepts and features in general, and to identify the critical success factors for procuring GMP/TCC contracts from the Hong Kong perspective in particular....

Purpose – The purpose of this paper is to develop a fuzzy risk assessment model for construction projects procured with target cost contracts (TCC) and guaranteed maximum price (GMP) contracts using factor analysis (FA) and fuzzy synthetic evaluation method, based on an empirical questionnaire...

Purpose – A specification can be an effective contractual tool to help achieve green construction. In Hong Kong, a multifarious specification arrangement exists in the construction industry, despite progress being made in the public and private organizations towards green practice. The purpose...

Purpose – Outsourcing is now a common strategy for delivery of property services. Recent reviews of empirical literature find support for the efficiency and cost savings from outsourcing is at best mixed. In the housing context, organizations are still sceptical to the real cost benefit and...

Purpose – There is a lack of empirical research on risk mitigation strategies for those construction projects procured by guaranteed maximum price contracts (GMP) and target cost contracts (TCC). The paper aims to identify and analyse the risk mitigation strategies for GMP/TCC construction...