1. Best Value Environmental Sustainability Behavioral
Intentions Model’s Applicability to the Corporate
Marketplace
Roscoe Hightower, Jr., Annette Jackson, Jennifer Collins, Kelley Bailey
Florida Agricultural and Mechanical University, USA
&
E. Newton Jackson
University of North Florida, USA

2. Agenda
 Purpose
 2014 Model
 Literature Review
 2015 Model
 Research Questions
 Conclusions
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3. Purpose
 To extend the Basic Best Value Environmental
sustainability model introduced in 2014 to include
additionally relevant services marketing constructs
in a more robust and comprehensive conceptual
“built environment” theoretical model. Enabling
better value creation for the client served.
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4. Servicescape
 Is defined as everything that is physically present
about an individual during the service encounter.
(Hightower,97)
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Opryland Hotel Nashville, Tennessee USA

5. The Value of FM
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6. The Value of FM
Example 1
 "Well-managed sites and buildings enable
organizations to function at their most efficient and
effective level, achieving collaborations and
offering real added value to the organization's core
business. (Deloitte,2014)
 http://www2.deloitte.com/content/dam/Deloitte/uk/
Documents/bps/deloitte-uk-strategic-role-of-
facilities-management.pdf
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7. The Value of FM
EXAMPLE 2
“The most effective facilities executives commit
significant amounts of personal time to nurturing
relationships with their key customers”(RICS,2012)
http://www.joinricsineurope.eu/uploads/files/17503RI
CSRaisingtheBarReport1_1.pdf
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8. The Value of FM (cont.)
Example 3
 “Technology is providing the profession the means
to a better portfolio performance, which can be
tracked, measured, and reported across a
multitude of metrics.” (Ehrenberg,2015)
Facilities Management on the Frontier of Service and
Technology - Area Development
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9. BVESIM- 2014 Model
SATISFACTION
SERVICE QUALITY
SERVICESCAPE
VALUE
ATTITUDE-
TOWARD -THE
SERVICESCAPE
PROVIDER
BEHAVIORAL
INTENTIONS
The Best Value Environmental Sustainability
Behavior Intentions Model

10. Literatue Review
Enduring Involvement
-Enduring involvement is defined as long-term
personal relevance, with valence based on the
strength of association of the product or service
with the consumer’s self-image.(Dagger and
Danaher 2014)

11. Literatue Review
Waiting Time
-Wait time or perceived wait duration is an integral
part of the service encounter and has a direct
effect on satisfaction with the service
encounter(Bitner 1990, 1992)
-Activity or environmental entertainment during
wait time increased satisfaction with the encounter
as opposed to boredom or inactivity(Taylor 1994;
McGuire et al 2010).

12. New model
Complexity = more variance
explained to understand customers
Additional variables incorporated to provide
the business owner with improved
environmental understanding
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13. Research Question
 Hypothesis 1: The 2015 Best Value
Environmental Sustainability Behavior
Intentions Model is posited to explain
more of the variance pertaining to
consumers’ behavioral intentions than the
2014 Best Value Environmental
Sustainable Behavioral Intensions model.
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14. Research Question
 Hypothesis 2: The 2015 Best Value
Environmental Sustainability Behavior
Intentions Model is posited to explain
more of the variance pertaining to
consumers’ behavioral intentions than any
other environmentally sustainable
behavioral intentions model in the extant
literature.
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15. Research Question
 Hypothesis 3: Consumers’ attitude toward
the built environment provider has a
positive effect on consumer behavioral
intentions
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16. Observations
 The current project clearly needs to test the hypotheses depicted by
the research model.
 The 21st century FM professional must be prepared to:
1) master the mindset of the executive suite, customers, and
shareholders,
2) manage the complete life cycle while focusing on the
total cost of ownership,
3) manage and measure performance across the
organization, and
4) use data, systems, in combination with institutional
knowledge to make better decisions regarding corporate
assets.
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17. Next Steps
 Identify partners to
survey
 Distribute
questionnaire on a
test basis to students
 Distribute
questionnaire to
partners identified
above
 Now/ Ongoing
 Now – December
2015
 January-March 2016
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