Customer service delivery for project goals: case study

James Sommerville, Nigel Craig, Barbara Chomicka

    Research output: Contribution to conferencePaper

    318 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
    EventThe Royal Institution of Chartered Surveyors (RICS) – Annual Construction, Building and Real Estate Research Conference 2010 - Paris, France
    Duration: 2 Sept 20103 Sept 2010

    Conference

    ConferenceThe Royal Institution of Chartered Surveyors (RICS) – Annual Construction, Building and Real Estate Research Conference 2010
    Abbreviated titleCOBRA 2010
    Country/TerritoryFrance
    CityParis
    Period2/09/103/09/10

    Keywords

    • construction projects
    • case study
    • customer service

    Fingerprint

    Dive into the research topics of 'Customer service delivery for project goals: case study'. Together they form a unique fingerprint.

    Cite this