Fadhil Dulaimi, M (2005) The challenge of customer orientation in the construction industry. Construction Innovation, 5(1), pp. 3-12. ISSN 1471-4175
Abstract
The construction industry has been criticized, in many countries around the world, for not keeping pace with developments in the rest of the economy. One of the key issues the construction industry needs to address is how to become “customer oriented”. This paper argues that the concept of customer orientation in construction has been influenced by the passive approach to product definition adopted by professional advisors and consultants. The paper will examine the current knowledge of the customer orientation concept and present a research model that can be used to examine the effectiveness of current practices in providing satisfactory products and services to customers. The paper will report the results of an investigation into the effectiveness of existing methods, practices and philosophies deployed by organizations involved in construction in identifying customer needs.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | customer orientation; customer satisfaction; design; fragmentation; innovation |
| Index terms: | investigation, customer satisfaction, effectiveness, construction industry, fragmentation, philosophy |
| Subjects: | industry analysis, philosophical studies, performance management, service delivery, data collection methods, business |
| Topics: | Organizational Design, Quality Management, Stakeholder Management, Research Practice |
| Descriptive scope: | 3 CTA |
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