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

Jaakko Kujala, Tuomas Ahola

    Tutkimustuotos: ArtikkeliScientificvertaisarvioitu

    9 Sitaatiot (Scopus)

    Abstrakti

    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.

    AlkuperäiskieliEnglanti
    Sivut404-409
    Sivumäärä6
    JulkaisuInternational Journal of Project Management
    Vuosikerta23
    Numero5
    DOI - pysyväislinkit
    TilaJulkaistu - heinäk. 2005
    OKM-julkaisutyyppiA1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä

    !!ASJC Scopus subject areas

    • Business and International Management
    • Management of Technology and Innovation

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