Customer service delivery for project goals: case study

James Sommerville, Nigel Craig, Barbara Chomicka

    Research output: Contribution to conferencePaper

    171 Downloads (Pure)

    Abstract

    The classical approach to relationships between service providers and their customers is about meeting promises and expectations, and trust. For example, contractual requirements, where fixed standards are to be reached; and, in the case of competence, trust and expectations of open commitment to each
    other i.e. ‘goodwill’. As more and more exchanges tend towards the longer term, the relationships between exchange parties evolve. The vision of the future increases the likelihood of successful cooperation and makes parties go that extra mile in providing excellent service.

    Original languageEnglish
    Publication statusPublished - 1 Jan 2010

    Fingerprint

    Service delivery
    Customer service
    Goodwill
    Service provider
    Exchange relationships

    Keywords

    • construction projects
    • case study
    • customer service

    Cite this

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    title = "Customer service delivery for project goals: case study",
    abstract = "The classical approach to relationships between service providers and their customers is about meeting promises and expectations, and trust. For example, contractual requirements, where fixed standards are to be reached; and, in the case of competence, trust and expectations of open commitment to eachother i.e. ‘goodwill’. As more and more exchanges tend towards the longer term, the relationships between exchange parties evolve. The vision of the future increases the likelihood of successful cooperation and makes parties go that extra mile in providing excellent service.",
    keywords = "construction projects, case study, customer service",
    author = "James Sommerville and Nigel Craig and Barbara Chomicka",
    note = "<p>Paper presented at: COBRA 2010 Conference (The Construction, Building and Real Estate Research Conference of the Royal Institution of Chartered Surveyors), Paris, 2-3 September 2010. Conference website: <a href={"}http://www.cobra2010.com/{"}>http://www.cobra2010.com/</a></p>",
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    Customer service delivery for project goals: case study. / Sommerville, James; Craig, Nigel; Chomicka, Barbara.

    2010.

    Research output: Contribution to conferencePaper

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    AU - Sommerville, James

    AU - Craig, Nigel

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    AB - The classical approach to relationships between service providers and their customers is about meeting promises and expectations, and trust. For example, contractual requirements, where fixed standards are to be reached; and, in the case of competence, trust and expectations of open commitment to eachother i.e. ‘goodwill’. As more and more exchanges tend towards the longer term, the relationships between exchange parties evolve. The vision of the future increases the likelihood of successful cooperation and makes parties go that extra mile in providing excellent service.

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    KW - customer service

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