Rapheal, O; Afolabi, A; Oyeyipo, O and Olugbenro, O (2024) Modelling client and construction firm barriers hindering social client relationship management system implementation in the built environment. Architectural Engineering and Design Management, 20(1), pp. 102-119. ISSN 1745-2007
Abstract
ABSTRACTThe need to foster a strong relationship in the construction industry is vital due to the level of dependency among stakeholders in the sector. The social CRM system has been deployed as a relationship tool in most sectors, but its infusion in the construction industry is not resounding. Hence, the study investigates the barriers to Social Client Relationship Management application in fostering sustainable relationships among construction stakeholders. It models the relationships between the associated barriers between the client and the construction organisations affecting the implementation of social CRM systems. A quantitative research approach was adopted, and a face-to-face questionnaire survey was conducted on 200 construction experts selected from 40 construction projects in Lagos Island. The targeted construction experts were elicited for the survey using purposive sampling techniques. Data from the survey were analysed using SPSS 21 data analytics techniques like frequencies and percentages. Also, the study used SmartPLS (v.3.2.3) to develop the structural model. Findings from the study revealed a strong relationship between the significant factors associated with the clients and construction organisation hindering Social CRM system implementation in the built environment. The findings can assist built environment stakeholders in developing strategies to control the factors associated with the client and construction organisation militating against Social CRM implementation in the construction industry.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Architecture; Client; construction organisation; PLS-SEM; construction business; model; built environment; Construction industry; Construction companies; Client relationships; Surveys; Structural models; Project engineering; Urban environments; Quantitative research |
| Index terms: | construction organization, quantitative research, strategy, face, survey, construction company, construction firm, Lagos, project engineering, relationship management, construction project, built environment, questionnaire, modelling, purposive sampling, implementation, construction industry, urban environment |
| Subjects: | industry analysis, infrastructure and transport systems, Geography, production management, management, research methods, contractual arrangements, data analysis and analytics, analytical methods, psychology, urban sustainability, control systems, data collection methods, organization |
| Topics: | Human Resources, Urban Studies, Organizational Design, Engineering Principles, Research Practice, Project Management, Geographical Context, Business Strategy, Procurement |
| Descriptive scope: | 5 PCTEA |
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