Facility management and end user involvement in architectural design and planning – the chosen approach influences the experiences in realized servicescape.

Abstract Purpose The purpose of this article is to investigate how the needs of end users (facility managers and employees) in regard to the organizational environment of public buildings are taken care of in architectural design and planning. Further, if the chosen approach of user involvement influences the end users´ responses and experiences in realized public buildings/servicescapes. Design/methodology/approach Qualitative interviews are used to investigate the type of user involvement of facility managers and end users during the design and planning process. Findings – tentative: The chosen approach during the design and planning process will influence the quality of facility managers and employees’ work conditions. Practical implications It is crucial to involve facility managers and end users in early stages of the architectural planning and design of public buildings through a participative approach to secure satisfaction and commitment to the building. Originality/value Approaches using Insights are gained in techniques used in architectural planning and design and that co-creative approaches in design and planning of the servicescape can create better solutions and thus satisfaction with public buildings. Keywords Architectural design, service management, co-creation, servicescape, participatory approach, co-creation techniques Paper type Research paper