The role of the facilities manager can have an effect on thecustomer even though there is no direct contact. Increasingly, thecustomer is buying a relationship with the organisation, not just theproduct. In the long term the physical working environment has much tocontribute towards provision of good service to the end customer andthis is seen as an important aspect of the internal culture in creatingthe atmosphere in which the relationship can flourish.
Facilities – Emerald Publishing
Published: Oct 1, 1991