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

Mike Browne, Sean O'Donnabhain

    Research output: Contribution to journalArticle

    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.
    Original languageEnglish
    Pages (from-to)42-49
    JournalProject Management
    Volume5
    Issue number1
    Publication statusPublished - 1999

    Keywords

    • Client-Project Manager Relationships
    • Client Satisfaction Model

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