Construction product/service and customer satisfaction

Journal of Construction Engineering and Management

Volumn 128, Issue 6, 2002, Pages 522-529

  Maloney, William F ^a  

^a UNIVERSITY OF KENTUCKY   (United States)

Author keywords

Client relationships; Construction; Construction management; Contractors; Cost control

Indexed keywords

CLIENT RELATIONSHIPS; CONSTRUCTION MANAGEMENT; CONTRACTORS; COST CONTROL;

BUDGET CONTROL; CONTRACTS; COST EFFECTIVENESS; CUSTOMER SATISFACTION; DECISION MAKING; QUALITY ASSURANCE;

CONSTRUCTION INDUSTRY;

EID: 13944274515     PISSN: 07339364     EISSN: None     Source Type: Journal    
DOI: 10.1061/(ASCE)0733-9364(2002)128:6(522)     Document Type: Article

References (5)

1. Bitner, M. J., and Hubbert, A. R. (1994). "Encounter satisfaction versus overall satisfaction versus quality: The customer's voice." Service Quality-New direction in theory and practice, R. T. Rust and R. L. Oliver, eds., Sage, Thousand Oaks, Calif., 72-94.
2. Cook, J. R., Andersen, K. W., and Andersen, N. J. (1997). "Customer satisfaction models for electrical contractors." Rep., submitted to the Electrical Contracting Foundation.
3. Parasuraman, A., Zeithaml, V. A., and Berry, L. L., (1985). "A conceptual model of service quality and its implications for future research." J. Marketing, 49(Fall), 41-50.
4. Research and Forecasts, Inc. (1990). St. Louis/Eastern Missouri Union electrical construction survey, New York.
5. Rust, R. T., and Oliver, R. L., eds. (1994). "Service quality-Insights and managerial implications from the frontier." Service quality-New direction in theory and practice, Sage, Thousand Oaks, Calif, 1-19.