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 |
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Keywords
- construction projects
- case study
- customer service
Cite this
}
Customer service delivery for project goals: case study. / Sommerville, James; Craig, Nigel; Chomicka, Barbara.
2010.Research output: Contribution to conference › Paper
TY - CONF
T1 - Customer service delivery for project goals: case study
AU - Sommerville, James
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
Y1 - 2010/1/1
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
ER -