House building service quality and buyer expectations

James Sommerville, Nigel Craig, Nicola Callaghan

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)


Increasingly, house builders are being challenged to provide services which align with the thoughts and views of potential home buyers in terms of construction and customer service as well as overall satisfaction; which can only be obtained when post-purchase perceptions meet or exceed pre-purchase expectations. The expectation of receiving “good” service from house builders relies on overly used marketing terms such as “customer care” and “customer focus”:
both of these terms are aimed at increasing sales and competition within the marketplace, and yet tied to customer satisfaction. It is, however, unclear whether or not house buyers and builders agree on the types and quality of homes which should be constructed with current research suggesting that failings may result from seemingly under-performance in the service delivery process. The findings from questionnaires undertaken describe the agreement between the types of homes being constructed by house builders and the types of homes expected by home buyers in relation to the Code for Sustainable Homes.
Original languageEnglish
Title of host publicationProceedings 28th Annual ARCOM Conference, 3-5 September 2012, Edinburgh
EditorsSimon Smith
Number of pages10
ISBN (Print)9780955239069
Publication statusPublished - 2012


  • house building
  • buyer expectations
  • service quality


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