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Turner, J. Rodney (2021) Client experience on projects. Project Leadership and Society, 2 . 100025. doi:10.1016/j.plas.2021.100025 ISSN 2666-7215.
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Official URL: http://dx.doi.org/10.1016/j.plas.2021.100025
Abstract
We consider client experience on projects. The topic of customer experience is receiving a lot of interest in marketing. It is believed that vendors that manage customer experience achieve better results than those who do not. All the work to date has been done in retail. We consider the nature of client experience on projects. Nobody has previously research client experience on projects, but several authors have written on issues relevant to the topic. We review that literature. We have interviewed five clients who have experience of interacting with contractors on projects. We report the results. We find that clients on projects have similar experiences to customers in retail. But on projects the client controls the interactions whereas in retail it is the vendor that controls the interactions. We suggest that on projects we should also consider contractor experience. Also on projects, maintaining interaction between the client and contractors leads to better performance.
| Item Type: | Journal Article | ||||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HF Commerce |
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| Divisions: | Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) | ||||||||||
| Library of Congress Subject Headings (LCSH): | Customer relations -- Management, Customer satisfaction, Customer services, Relationship marketing, Project management | ||||||||||
| Journal or Publication Title: | Project Leadership and Society | ||||||||||
| Publisher: | Elsevier | ||||||||||
| ISSN: | 2666-7215 | ||||||||||
| Official Date: | December 2021 | ||||||||||
| Dates: |
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| Volume: | 2 | ||||||||||
| Number of Pages: | 11 | ||||||||||
| Article Number: | 100025 | ||||||||||
| DOI: | 10.1016/j.plas.2021.100025 | ||||||||||
| Status: | Peer Reviewed | ||||||||||
| Publication Status: | Published | ||||||||||
| Access rights to Published version: | Open Access (Creative Commons) | ||||||||||
| Date of first compliant deposit: | 7 June 2022 | ||||||||||
| Date of first compliant Open Access: | 8 June 2022 |
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