Customer Perceptions of Value Disciplines in
Date
2011-04-13
Authors
Govender, Jerome Neil
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Abstract
The purpose of this research was to determine to what extent construction
customers’ views of the value disciplines (Treacy & Wiersema, 1993, 1995a,
1995b) could be used by construction companies to develop a broader platform
for competitive advantage, other than lowest price.
To achieve this, the research determined the most important value discipline to
customers and the most important attributes per value discipline. Furthermore,
construction consultants are important influencers in the selection of construction
firms. Therefore the research also determined to what extent consultants’ views
of the value disciplines were consistent with the views of customers.
The research found that customers rated the value discipline of Customer
Intimacy the highest as opposed to consultants who rated Operational Excellence
the highest. The three most highly ranked attributes of all value disciplines were
quality, understanding customer needs, and the reputation of the contractor’s
project team
Description
MBA - WBS
Keywords
Competitive advantage, Construction industry, Values