Turner, R orcid.org/0000-0002-4139-7548 (2021) Client experience on projects. Project Leadership and Society, 2. 100025. ISSN 2666-7215
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.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2021 The Author. Published by Elsevier Ltd. This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/). |
Keywords: | Relationship; Reliability; Offering; Interaction; Value; Cognitive response; Emotional; response |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Engineering & Physical Sciences (Leeds) > School of Civil Engineering (Leeds) |
Depositing User: | Symplectic Publications |
Date Deposited: | 15 Sep 2021 13:03 |
Last Modified: | 25 Jun 2023 22:46 |
Status: | Published |
Publisher: | Elsevier |
Identification Number: | 10.1016/j.plas.2021.100025 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:178137 |