Customer service delivery for project goals: case study

James Sommerville; Nigel Craig; Barbara Chomicka

Customer service delivery for project goals: case study

James Sommerville, Nigel Craig, Barbara Chomicka

Research output: Contribution to conference › Paper

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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 language	English
Publication status	Published - 1 Jan 2010
Event	The Royal Institution of Chartered Surveyors (RICS) – Annual Construction, Building and Real Estate Research Conference 2010 - Paris, France Duration: 2 Sept 2010 → 3 Sept 2010

Conference

Conference	The Royal Institution of Chartered Surveyors (RICS) – Annual Construction, Building and Real Estate Research Conference 2010
Abbreviated title	COBRA 2010
Country/Territory	France
City	Paris
Period	2/09/10 → 3/09/10

Keywords

construction projects
case study
customer service

Documents and Links

http://www.rics.org/site/download_feed.aspx?fileID=7921&fileExtension=PDF

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. {\textquoteleft}goodwill{\textquoteright}. 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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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>; The Royal Institution of Chartered Surveyors (RICS) – Annual Construction, Building and Real Estate Research Conference 2010, COBRA 2010 ; Conference date: 02-09-2010 Through 03-09-2010",

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AU - Craig, Nigel

AU - Chomicka, Barbara

N1 - <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>

PY - 2010/1/1

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N2 - 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.

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.

KW - construction projects

KW - case study

KW - customer service

M3 - Paper

T2 - The Royal Institution of Chartered Surveyors (RICS) – Annual Construction, Building and Real Estate Research Conference 2010

Y2 - 2 September 2010 through 3 September 2010

ER -

Customer service delivery for project goals: case study

Abstract

Conference

Keywords

Documents and Links

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Cite this