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    "abstract" : "Background and aim – Facility management (FM) entails multidisciplinary technical, infrastructural, and   commercial activities that ensure the functionality of the built environment by integrating people,   places, and technologies. Despite emerging technologies such as the Internet of Things (IoT) or Building   Information Modeling (BIM), the execution of FM services requires human labor. The current and future   skills shortage poses challenges for FM in two ways: 1) carrying out necessary activities to ensure   operator responsibility in a timely and appropriate manner; and 2) coordinating and arranging activities   that increase customers’ and employees’ satisfaction. In this context, this paper provides a digital FM   approach that makes FM more efficient by using the concept of gamification. Therefore, new   technologies (NT) such as artificial intelligence, IoT, and BIM are analyzed to identify methods for   enabling the efficient management of buildings while taking employees’ needs into account.  Methods/Methodology – This research comprises an analysis of the challenges faced in the effective   fulfillment of operative FM tasks: the skilled worker shortage, digital NT, and gamification. A systematic   literature review forms the basis for developing a game-based concept. Moreover, motivating factors   for employee satisfaction are identified and linked to NT using the concept of gamification.  Results – A conceptual approach is developed in which people, NT, and data are interrelated to ensure   the fulfillment of facility services. This is the first draft, and it accounts for employee motivation in a   game-based context.   Practical or social implications – This approach presents possible methods for counteracting the skills   shortage in FM that is set to worsen in the future by acting early in the critical areas. The developed   framework shows future actions that both researchers and organizations must consider in greater depth   to ensure employee satisfaction and optimal service delivery in FM.",
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