| Publikationstyp: | Konferenz: Paper |
| Art der Begutachtung: | Keine Angabe |
| Titel: | Discovering the relationship lifecycle in FM : phases and drivers of client value perceptions |
| Autor/-in: | Coenen, Christian Nwanna, Paul |
| Angaben zur Konferenz: | 13th EuroFM Research Symposium, EFMC 2014, Berlin, 4-6 June 2014 |
| Erscheinungsdatum: | 2014 |
| Verlag / Hrsg. Institution: | IFMA Foundation |
| Sprache: | Englisch |
| Schlagwörter: | Relationship lifecycle; Trust; Client; Control |
| Fachgebiet (DDC): | 658.2: Facility Management |
| Zusammenfassung: | Purpose: The purpose of this paper is to identify FM client value perceptions as well as the key drivers of this B2B relationship. Design/methodology/approach: A literature search on relationship lifecycle and customer value is used to design semi-structured, in-depth group interviews with three large client organizations and their respective FM suppliers. Findings: Three key phases of a FM relationship lifecycle are identified and analysed. In addition, main drivers of relationship value along these different stages are characterized. These include hard and soft drivers during the initiation stage as well as pull-and-push drivers during the enhancement stage. Relationship dissolution can be triggered by problem-related or strategy-related drivers. Along the relationship lifecycle, FM customers perceive varying degrees of trust and control toward the supplier. Originality/value: The research provides a case study of how client value perception varies along the relationship lifecycle stages and which drivers are responsible for this. The findings highlight specific areas where clients’ trust and control perceptions vary. FM providers need to create client loyalty by managing relationships professionally, rather than merely generating new clients. Thus, providers should focus on clients’ value perception, rather than purely delivering the contract. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/3594 |
| Volltext Version: | Publizierte Version |
| Lizenz (gemäss Verlagsvertrag): | Lizenz gemäss Verlagsvertrag |
| Departement: | Life Sciences und Facility Management |
| Organisationseinheit: | Institut für Facility Management (IFM) |
| Enthalten in den Sammlungen: | Publikationen Life Sciences und Facility Management |
Dateien zu dieser Ressource:
Es gibt keine Dateien zu dieser Ressource.
Zur Langanzeige
Coenen, C., & Nwanna, P. (2014). Discovering the relationship lifecycle in FM : phases and drivers of client value perceptions. 13th EuroFM Research Symposium, EFMC 2014, Berlin, 4-6 June 2014.
Coenen, C. and Nwanna, P. (2014) ‘Discovering the relationship lifecycle in FM : phases and drivers of client value perceptions’, in 13th EuroFM Research Symposium, EFMC 2014, Berlin, 4-6 June 2014. IFMA Foundation.
C. Coenen and P. Nwanna, “Discovering the relationship lifecycle in FM : phases and drivers of client value perceptions,” in 13th EuroFM Research Symposium, EFMC 2014, Berlin, 4-6 June 2014, 2014.
COENEN, Christian und Paul NWANNA, 2014. Discovering the relationship lifecycle in FM : phases and drivers of client value perceptions. In: 13th EuroFM Research Symposium, EFMC 2014, Berlin, 4-6 June 2014. Conference paper. IFMA Foundation. 2014
Coenen, Christian, and Paul Nwanna. 2014. “Discovering the Relationship Lifecycle in FM : Phases and Drivers of Client Value Perceptions.” Conference paper. In 13th EuroFM Research Symposium, EFMC 2014, Berlin, 4-6 June 2014. IFMA Foundation.
Coenen, Christian, and Paul Nwanna. “Discovering the Relationship Lifecycle in FM : Phases and Drivers of Client Value Perceptions.” 13th EuroFM Research Symposium, EFMC 2014, Berlin, 4-6 June 2014, IFMA Foundation, 2014.
Alle Ressourcen in diesem Repository sind urheberrechtlich geschützt, soweit nicht anderweitig angezeigt.