The value of customer satisfaction surveys for project-based organizations: symbolic, technical, or none

Jaakko Kujala, Tuomas Ahola

    Research output: Contribution to journalArticleScientificpeer-review

    9 Citations (Scopus)

    Abstract

    In this paper a framework for assessing the role and value of collecting information related to customer satisfaction is presented. This paper aims to reduce the gap in the knowledge concerning the value and role of customer satisfaction surveys by using a theoretical background of institutional theory and a cognitive model of organizational culture. The framework is presented in the context of measuring customer satisfaction in a project-based organization. In the empirical part of the study, the value and role of implementing customer satisfaction surveys in two case organizations is analyzed. Based on these two cases, our research findings suggest that the use of customer satisfaction surveys does not create technical benefits in project-based organizations, but implies that these surveys, however, may provide some symbolic value.

    Original languageEnglish
    Pages (from-to)404-409
    Number of pages6
    JournalInternational Journal of Project Management
    Volume23
    Issue number5
    DOIs
    Publication statusPublished - Jul 2005
    Publication typeA1 Journal article-refereed

    Keywords

    • Customer satisfaction measurement
    • Implementation
    • Institutional theory
    • Organizational culture
    • Project-based management
    • Value

    ASJC Scopus subject areas

    • Business and International Management
    • Management of Technology and Innovation

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