Applying the KANO model to analyse the value of green FM

Abstract

Purpose – This research project studies office tenants’ perceived value of green service attributes, with the focus being on facility services and management. The purpose of this paper is to gain an understanding of what kind of green attributes tenants value in their office buildings. Design/methodology/approach – The research project was conducted using a single case study methodology. A green facilities management concept was tested in a pilot building. Data were collected via a structured questionnaire based on the Kano model of attractive quality. In addition, open-ended questions were asked to further understand the tenants’ views on the matter. Findings – The findings of the research project indicate that tenants have begun to value green attributes in their office buildings. While environmental efficiency is not yet a strategic guideline for small tenants, it would increase their satisfaction with facility management and services. Practical implications – Facility management and service organisations can utilise the results of this study in their own service scopes and process development. Originality/value – This study provides insight into the value of green facilities and user services for small office tenants.