Service Innovation in the Digital Economy: Integrated Facilities Management in Thailand

Abstract

The objectives of this research are to identify problems in order to recommend the milestones to improve service quality for facilities management. The research was conducted in qualitative methods both primary and secondary data by collecting data through literature review, in depth interview, and focus group. Experts, academics, executives in the fields of facilities management were selected as the interviewees.  The research has found that business communities have largely used product, process, and service innovation to increase efficiency and effectiveness of facilities management in order to satisfy the customers.  However, there are still problems continuously both from external factors such as technology, customer expectations and internal factors such as human adaptabilities and budgeting. The research has recommended to improve service quality as follows: 1. There should be policy formulation and implementation at national level and be able to deploy to organizational level. 2. There should be innovation promotion in order to enhance efficiency and effectiveness of the people and facilities management. 3. Stakeholders should set international standard that can monitor the work and process in managing the facilities. 4.There should be cooperation among stakeholders in the industry with regards to the exchange of information and data for the quality improvement