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The Assessment of Client Satisfaction in the Client- Project Manager Relationship: An Expectations - Artefact Model

Browne, Mike and O'Donnabhain, Sean (1999) The Assessment of Client Satisfaction in the Client- Project Manager Relationship: An Expectations - Artefact Model. Project Management, 5 (1). pp. 42-49. [Journal article]

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Abstract

The paper critically reviews the literature on customer service, service quality and customer satisfaction identifying key issues and concepts relevant to the Client-Project Manager relationship.The project management service to the Client is then defined and related to the client satisfaction paradigms within the literature.A suitable model is identified, redesigned to meet the project management environment and submitted as a means by which practising project managers, after adapting it to their circumstances, may assess client satisfaction on an on-going basis.

Item Type:Journal article
Keywords:Client-Project Manager Relationships, Client Satisfaction Model
Faculties and Schools:Faculty of Art, Design and the Built Environment
Faculty of Art, Design and the Built Environment > School of the Built Environment
ID Code:12817
Deposited By: Mr Mike Browne
Deposited On:29 Mar 2010 08:22
Last Modified:09 May 2016 11:00

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