Maloney, W F (2003) Labor-management cooperation and customer satisfaction. Journal of Construction Engineering and Management, 129(2), pp. 165-172. ISSN 0733-9364
Abstract
The satisfaction that a customer has with the construction product and construction services provided by a contractor has a direct influence on the customer's willingness to select that contractor for future work. Labor and management working together have the opportunity to influence customer satisfaction. Activities at the contractor/craft worker level, the contractor/local union level, and the contractor association/local union level have the greatest potential to influence customer satisfaction. A precisely defined plan incorporating labor-management activities targeted at specific satisfaction factors will have the greatest likelihood of creating high customer satisfaction.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | labor relations |
| Index terms: | construction product, cooperation, labour relation, customer satisfaction, satisfaction |
| Subjects: | economics, service delivery, psychology, project delivery, economic analysis |
| Topics: | Stakeholder Management, Project Management, Business Strategy, Organizational Design, Supply Chain Management |
| Descriptive scope: | 2 PC |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here