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dc.contributor.authorCoenen, Christian-
dc.contributor.authorNwanna, Paul-
dc.date.accessioned2018-03-08T15:10:28Z-
dc.date.available2018-03-08T15:10:28Z-
dc.date.issued2014-
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/3594-
dc.description.abstractPurpose: 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.de_CH
dc.language.isoende_CH
dc.publisherIFMA Foundationde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectRelationship lifecyclede_CH
dc.subjectTrustde_CH
dc.subjectClientde_CH
dc.subjectControlde_CH
dc.subject.ddc658.2: Facility Managementde_CH
dc.titleDiscovering the relationship lifecycle in FM : phases and drivers of client value perceptionsde_CH
dc.typeKonferenz: Paperde_CH
dcterms.typeTextde_CH
zhaw.departementLife Sciences und Facility Managementde_CH
zhaw.organisationalunitInstitut für Facility Management (IFM)de_CH
zhaw.conference.details13th EuroFM Research Symposium, EFMC 2014, Berlin, 4-6 June 2014de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewNot specifiedde_CH
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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.


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