FACILITIES MANAGER MAY/JUNE 2017 1
A FOCUS ON
16
Customer Service and Facilities
Management
By Mark Crawford
Without exceptional customer service, no company, organization,
or institution can thrive—including higher education. Facilities
management may be the most important part of this process,
because it impacts every department and touches on so many
aspects of the student experience.
22
Servicescape in Campus Facilities
By Jason Farrell
e idea of the physical facility, or built environment, influencing
its users in service industries is reinforced in an area of study
known as the Servicescape. e author draws from his doctoral
research to describe the concept.
28
Case Studies in Customer Service
By Steve Glazner
Included are 11 examples from 9 campuses showing variety and
innovation in FM customer service.
36
Space Planning as a Catalyst for
Developing a Culture of Change
By Kathy Richards, P.E., CEFP, and Jim Thams, CEFP
is article outlines the 2011 Northern Michigan University
(NMU) building renovation project that fostered a paradigm shift
in course scheduling for the entire campus, and changed how
instruction is delivered on the campus.
may/june 2017 • volume 33 number 3
features
CUSTOMER SERVICE
22
34
Case Studies
Customer
Service
28
36
