Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback

There has been growing interest in how to foster collaborative relationships between facility managers and end-users obtain user-centred post-occupancy data for improving design user satisfaction. Despite this attempt, there is little understanding on respond feedback its impact post-feedback behaviours. Drawing from theoretical insights organisational justice, response, service quality studies using a case study of higher education facilities Australia, manage drive collaboration users during occupancy explored. Various methods were used research, including document analysis, interviews, observations. The research findings indicate that facilitation, timeliness, redress, apology explanation, attentiveness efforts are applicable management (FM) services could influence behaviour. Current responses not satisfactory, resulting poor relationship negates acceptance the engagement positive word-of-mouth. To more manager–user evaluation, position FM as organisation, need improvements current effective