Title: Discovering the relationship lifecycle in FM : phases and drivers of client value perceptions
Authors : Coenen, Christian
Nwanna, Paul
Conference details: 13th EuroFM Research Symposium, EFMC 2014, Berlin, June 4-6, 2014
Publisher / Ed. Institution : IFMA Foundation
Issue Date: 2014
License (according to publishing contract) : Licence according to publishing contract
Type of review: Not specified
Language : English
Subjects : Relationship lifecycle; Trust; Client; Control
Subject (DDC) : 658.2: Facility Management
Abstract: 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.
Departement: Life Sciences und Facility Management
Organisational Unit: Institute of Facility Management (IFM)
Publication type: Conference Paper
URI: https://digitalcollection.zhaw.ch/handle/11475/3594
Appears in Collections:Publikationen Life Sciences und Facility Management

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