Oei, F J and Ogunlana, S O (2006) Assessment of the development role of a statutory body from a customer perspective: A relationship marketing approach. Journal of Construction in Developing Countries, 11(2), pp. 31-52. ISSN 1823-6499
Abstract
The importance of the relationship between an institution and its constituents is examined through establishing a model of exchange relationship's three key important constructs (satisfaction, trust and commitment), which is adopted from the Customer Relationship Marketing/Management (CRM) concept. These three key constructs have been viewed as essential ingredients for successful long-term relationship in private sector CRM. The model is tested using data from the Building and Construction Authority (BCA) of Singapore. It is then compared with a rival model that does not have satisfaction, trust and commitment as mediating variables. The result shows that the model with the three key constructs as mediating variables is better. Understanding the impact of the mediating variables on outcome behaviours can lead to more participation and survival of the institution. Proposals for further research and the research limitation are given at the end of the paper.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | commitment; relationship marketing; satisfaction; statutory body; trust |
| Index terms: | proposal, Singapore, relationship marketing, survival, commitment, statutory body, private sector, satisfaction |
| Subjects: | industry analysis, Geography, environmental science, project planning, administrative law, project delivery, business, psychology |
| Topics: | Project Management, Sustainability, Geographical Context, Regulations & Compliance, Organizational Design, Business Strategy |
| 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