Managing the expectations of external stakeholders in construction projects

2017 ◽  
Vol 24 (5) ◽  
pp. 736-756 ◽  
Author(s):  
Albert P.C. Chan ◽  
Goodenough D. Oppong
Keyword(s):  
Construction Projects ◽  
Empirical Support ◽  
Bottom Line ◽  
Stakeholder Expectations ◽  
Content Type ◽  
Stakeholder Satisfaction ◽  
External Stakeholder ◽  
External Stakeholders ◽  
Management Project ◽  
Social Environmental

Purpose The consideration of external stakeholders has proven to be more critical than internal stakeholders in construction projects. The purpose of this paper is to present the diverse expectations of external stakeholder groups, i.e. governmental authorities, general public, and affected local communities, in construction projects. The practical steps to manage the expectations are also outlined. Design/methodology/approach A three-stage methodology was adopted for the review. The primary terms “stakeholder,” “project participants,” or “project environment” were first searched in four popularly search engines and eight top journals that publish construction research to retrieve publications. After a second-stage filtering process, the selected data were then analyzed and reviewed in line with the objectives. Findings In total, 49 common expectations were identified and classified. The results indicate that each stakeholder group pursues expectations in line with the social, environmental, and economic sustainability objectives. For effective management, project managers (PMs) must know stakeholder opportunities and threats, fulfill social responsibilities, establish common goals, apply appropriate strategies, and enhance stakeholder satisfaction. Research limitations/implications The identified expectations are only based on the selected publications. Even though the expectations have been categorized in line with the triple bottom line model, the relative importance of the expectations cannot be ascertained since there is no empirical support. Practical implications PMs can play safe by acknowledging the stakeholder expectations and employ such strategies to curtail resulting impacts and maximize mutual benefits. The list of expectations could also be used to promote equitable value optimization in projects, enhance needs fulfillment, and facilitate the evaluation of external stakeholder satisfaction. Originality/value This study provides a comprehensive checklist of construction stakeholder expectations which hitherto, is lacked in the literature. Moreover, practical steps to manage the expectations of external stakeholders have been discussed.

A cross-country comparison and validation of firms’ stakeholder considerations in sustainable business practices

2018 ◽  
Vol 18 (3) ◽  
pp. 408-424 ◽  
Author(s):  
Niklas P.E. Karlsson ◽  
Hélène Laurell ◽  
John Lindgren ◽  
Tobias Pehrsson ◽  
Svante Andersson ◽  
...  
Keyword(s):  
Empirical Support ◽  
Business Practices ◽  
Validity And Reliability ◽  
Sustainable Business ◽  
Content Type ◽  
External Stakeholder ◽  
External Stakeholders ◽  
Internal Stakeholders ◽  
Practical Implications ◽  
Downstream Market

PurposeThe purpose of this study is to compare and validate firms’ internal and external stakeholder considerations in sustainable business practices across business settings. It aims to assess the validity and reliability of a stakeholder framework appearing in previous studies.Design/methodology/approachThe study uses a questionnaire survey and a cross-industry sample consisting of the largest firms in corporate Sweden. Multivariate analysis tests the stakeholder framework. Each of the 294 key informants was initially identified and contacted by telephone, generating a response rate of 36.5 per cent.FindingsThe tested stakeholder framework appears valid and reliable across countries to assess the internal stakeholders of focal firms, as well as their up- and downstream, market and societal stakeholders. This study provides additional empirical support to categorize firms’ stakeholder considerations in sustainable business practices.Research limitations/implicationsThis study validates previous findings in terms of Swedish firms’ considerations of internal and external stakeholders in sustainable business practices in relation to one similar country (Norway) and one different country (Spain). The study also shows how the three countries perceive the focal company and societal stakeholders differently.Practical implicationsThe tested framework sheds light on focal firms’ stakeholder considerations in sustainable business practices and elucidates the extent to which firms’ account for their internal and external stakeholders in sustainable business practices.Originality/valueThis study contributes to the development of valid and reliable stakeholder theory across contexts and through time. In particular, it contributes to the development of a valid and reliable framework to categorize firms’ stakeholder considerations in sustainable business practices.

scholarly journals Transformative service research: a conceptual framework based on consumer's perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Veronica Ungaro ◽  
Laura Di Pietro ◽  
Maria Francesca Renzi ◽  
Roberta Guglielmetti Mugion ◽  
Maria Giovina Pasca
Keyword(s):  
Conceptual Framework ◽  
Well Being ◽  
Service Research ◽  
Future Research ◽  
Bottom Line ◽  
Content Type ◽  
Consumer Perspective ◽  
Social Environmental ◽  
The Relationship ◽  
Depth Interviews

PurposeThis study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being.Design/methodology/approachTo reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers.FindingsService sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport.Originality/valueThe paper proposes a conceptual framework to describe the consumer perspective of the services' transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).

Luxury fashion and sustainability: looking good together

2019 ◽  
Vol 41 (4) ◽  
pp. 55-61 ◽  
Author(s):  
Jacqueline Campos Franco ◽  
Dildar Hussain ◽  
Rod McColl
Keyword(s):  
Best Practice ◽  
Business Models ◽  
Research Approach ◽  
Bottom Line ◽  
Content Type ◽  
Case Examples ◽  
Multiple Case ◽  
Social Environmental ◽  
Sustainability Challenges ◽  
Industry Sectors

Purpose The purpose of this paper is to highlight critical sustainability challenges facing luxury fashion firms and to describe examples of best practice in responding to these challenges. Design/methodology/approach The research approach combines a detailed literature review with multiple-case examples. The paper adopts the triple bottom line framework for structuring the analysis and findings, which suggests reporting sustainability efforts in three categories of actions – social, environmental and economic. Findings Prior research suggests that luxury fashion marketing and principles of sustainability may represent contradictory philosophies. However, this paper of case examples suggests that this may no longer be the case. We identify six lessons in guiding future sustainability practices. Practical implications The findings have implications for managers operating in luxury fashion, but the findings are also pertinent to managers in other industries. Originality/value Prior research in luxury fashion has generally focused on the industry’s poor record in sustainability and how luxury and sustainability may be incompatible. In this paper, we conclude that most luxury fashion firms are aware of the need to integrate sustainability into their business models. By uncovering examples of best practice in sustainability, we demonstrate how luxury fashion firms have responded to these challenges with lessons for other industry sectors.

scholarly journals Unpacking the impact of social media analytics on customer satisfaction: do external stakeholder characteristics matter?

2020 ◽  
Vol 40 (5) ◽  
pp. 647-669 ◽  
Author(s):  
Yichuan Wang ◽  
Minhao Zhang ◽  
Ying Kei Tse ◽  
Hing Kai Chan
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Customer Engagement ◽  
Primary Data ◽  
Social Media Analytics ◽  
Content Type ◽  
External Stakeholder ◽  
Business Partners ◽  
External Stakeholders ◽  
The Impact

PurposeUnderpinned by the lens of Contingency Theory (CT), the purpose of this paper is to empirically evaluate whether the impact of social media analytics (SMA) on customer satisfaction (CS) is contingent on the characteristics of different external stakeholders, including business partners (i.e. partner diversity), competitors (i.e. localised competition) and customers (i.e. customer engagement).Design/methodology/approachUsing both subjective and objective measures from multiple sources, we collected primary data from 141 hotels operating in Greece and their archival data from TripAdvisor and the Hellenic Chamber of Hotels (HCH) database to test the hypothesised relationships. Data were analysed through structural equation modelling.FindingsThis study confirms the positive association between SMA and CS, but it remains subject to the varied characteristics of external stakeholders. We find that an increase in CS due to the implementation of SMA is more pronounced for firms that (1) adopt a selective distribution strategy where a limited number of business partners are chosen for collaboration or (2) operate in a highly competitive local environment. The results further indicate that high level of customer engagement amplifies the moderating effect of partner diversity (when it is low) and localised competition (when it is high) on the SMA–CS relationship.Originality/valueThe study provides novel insights for managers on the need to consider external stakeholder characteristics when implementing SMA to enhance firms' CS, and for researchers on the value of studying SMA implementation from the CT perspective.

Development of a triple bottom line stakeholder satisfaction model

2017 ◽  
Vol 19 (1) ◽  
pp. 17-35 ◽  
Author(s):  
Burhan Amarah ◽  
Craig Langston
Keyword(s):  
Decision Making ◽  
Group Discussion ◽  
Bottom Line ◽  
Content Type ◽  
Star Rating ◽  
Stakeholder Satisfaction ◽  
Sustainable Procurement ◽  
Social And Environmental Performance ◽  
Satisfaction Model

Purpose The purpose of this paper is to develop a model for producing an objective and holistic assessment of organisational decision-making to measure the procurement success of built facilities from the perspective of six key stakeholder groups (i.e. company, staff, customers, community, government and the environment). Design/methodology/approach This research is based on grounded theory. The methodology comprises a number of sequenced but interdependent steps. The first step involves reviewing the underpinning literature, whereas the second and third steps involve a detailed case study of actual practice and identification of stakeholder models that have been previously published, respectively. A knowledge gap is then highlighted from which a conceptual framework using a six-star rating algorithm as an integration metric is developed. The final steps seek an expert panel to validate the framework through focus group discussion ultimately leading to suggestions for further improvements. Findings It is found that the developed stakeholder satisfaction model is capable of assessing the sustainable procurement of built infrastructure using a generic six-star rating algorithm. The overall rating can be used to compare and rank performance across a range of portfolio assets, although some modification is required for non-built assets. Originality/value This research makes a contribution to knowledge through the presentation of a model, grounded in practice, that combines the economic, social and environmental performance of organisational decision-making from a stakeholder satisfaction perspective. It is acknowledged that there are a number of techniques that could be used to assess each stakeholder group, although the ones chosen in this research are mostly drawn from existing approaches developed and validated by others.

scholarly journals How external stakeholders drive the green public procurement practice? An organizational learning perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Junqi Liu ◽  
Yanlin Ma ◽  
Andrea Appolloni ◽  
Wenjuan Cheng
Keyword(s):  
Organizational Learning ◽  
Public Procurement ◽  
Black Box ◽  
Mediating Effect ◽  
Content Type ◽  
External Stakeholder ◽  
Influence Mechanism ◽  
External Stakeholders ◽  
Green Public Procurement ◽  
Public Sectors

Purpose This study aims to uncover the black box of the influence mechanism between external stakeholder drivers and green public procurement practice, and meanwhile to explore the moderating role of administrative level in this process. Green public procurement (GPP) has been widely implemented. Existing literature has found that external stakeholder drivers can affect public sectors' GPP practice, however, the definition of its connotation is still unclear, and how external stakeholders affect GPP practice has remained a black box. Design/methodology/approach After defining the major external stakeholders, this study develops a multiple mediation theoretical model using survey data from 142 Chinese local public sectors. It aims to uncover the black box of the influence mechanism between external stakeholder drivers and GPP practice and meanwhile explore the moderating effect of administrative levels in this process. Findings The results show that external stakeholder drivers have a positive relationship with GPP practices. The knowledge of GPP implementation policies and the knowledge of GPP benefits can both mediate this relationship. This study also finds that the administrative level of public sectors can positively moderate the mediating effect produced by the knowledge of GPP implementation policies and negatively moderate the mediation effect produced by the knowledge of GPP benefits. Social implications Local governments need to better encourage public sectors to implement GPP. Managers of public sectors need to pay attention to organizational learning to acquire relevant knowledge on GPP. Originality/value This study makes a theoretical contribution to a better understanding of the influence mechanism for GPP practice. This study also provides comparisons of GPP implementation policies between China and European Union.

A practical tool for evaluation of innovation outcomes in building projects

2016 ◽  
Vol 8 (4) ◽  
pp. 350-387 ◽  
Author(s):  
Soroush Maghsoudi ◽  
Colin Duffield ◽  
David Wilson
Keyword(s):  
Construction Industry ◽  
Construction Projects ◽  
Qualitative Evaluation ◽  
Subjective Assessment ◽  
Building Projects ◽  
Online Tool ◽  
Content Type ◽  
Practical Tool ◽  
Social Environmental ◽  
Innovation Outcomes

Purpose This paper aims to develop a practical tool to evaluate the outcomes of innovative practices in the building and construction industry. Design/methodology/approach A practical tool was proposed. It is an online tool programmed in a JavaScript environment. A previously developed and tested framework was the basis for this tool. Six case projects were used to test and validate the reliability of the tool. The outcomes of the building projects were categorized into six categories of economic, quality, social, environmental, satisfaction and soft and organizational impacts. Findings The most important finding of this research was that the evaluation of innovation in building and construction would be possible only if the subjective assessment is tolerated to include the non-monetary outcomes in the evaluation, as well as the monetary outcomes. Research limitations/implications The findings of this research are limited to the domestic and medium density building projects; thus, the outcomes might be generalized with appropriate care. The developed tool would assist practitioners in the field of building and construction to realize the impacts of innovation introduced into their projects. The project owners and developers could be the main audience of this tool. Practical implications The main contribution of the current study into the literature is the consideration of tangible and intangible outcomes of innovation together. In other words, this tool not only evaluates monetary outcomes but also takes into account non-monetary outcomes. It has been stated in the literature that 80 per cent of firms choose “non-numeric” project selection models (Meredith and Mantel, 2006). To provide a full representation of the reality, this model considers both numeric and non-numeric measures by applying both quantitative and qualitative evaluation methods. The project owners and developers could be the main audience of this tool. It is worth mentioning that this tool is the first attempt of its kind for building and construction projects, and it is applicable and fully practical. Originality/value This tool is the first attempt of its kind to evaluate practically the outcomes of innovation in the building and construction industry. The tool practicality and applicability in the real-world project is a privilege which gives more reliability and credibility to the proposed approach of innovation evaluation.

Evaluating the critical success criteria for prefabricated prefinished volumetric construction projects

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ibrahim Yahaya Wuni ◽  
Geoffrey Qiping Shen ◽  
Robert Osei-Kyei
Keyword(s):  
Construction Projects ◽  
Project Success ◽  
Value Added ◽  
Safety Performance ◽  
Quality Performance ◽  
Content Type ◽  
Stakeholder Satisfaction ◽  
Time Performance ◽  
Critical Success ◽  
Success Criteria

Purpose Prefabricated prefinished volumetric construction (PPVC) is a game-changing construction method that transforms the fragmented site-based construction of buildings into an integrated production, integration and assembly of value-added volumetric building components. Where circumstances merit, the effective implementation of PPVC leverages significant gains in time, cost, quality, productivity and sustainability performance of construction projects. As PPVC is increasingly becoming mainstream, it is imperative to identify the critical success criteria (CSC) for measuring PPVC project success. The purpose of this study is to identify, rank and benchmark the CSC for measuring PPVC project success. Design/methodology/approach This study adopted a quantitative research design where the potential CSC for PPVC projects were evaluated. A comprehensive literature and pilot expert review identified 18 CSC for measuring PPVC project success. Based on a questionnaire survey of international PPVC experts, the 18 CSC were analyzed and prioritized using mean score analysis and weighting function. Findings Based on mean index assessment, the top five CSC for PPVC projects were identified as adherence to project schedules, meeting project quality specification, meeting safety requirements, client and owner satisfaction and cost savings and profitability. Further analysis grouped the 18 CSC into six principal success criteria (PSC), comprising time performance, cost performance, quality performance, environmental and safety performance, stakeholder satisfaction and supply chain performance. Based on weighted analysis of the six PSCs, quality performance, time performance and environmental and safety performance obtained the highest weights. Research limitations/implications The research results are limited by the following limitations. First, although adequate, the sample size was relatively smaller. Second, the generalized analysis overlooked the geospatial sensitivities of the CSC. Originality/value The results constitute the first exclusive quantitative ranking and prioritization of the CSC for PPVC projects. The outputs of this study will enable practitioners to reliably and accurately evaluate the performance levels of PPVC projects. A framework of the CSC for measuring the success of PPVC projects was developed.

scholarly journals Value co-creation in sport entertainment between internal and external stakeholders

2019 ◽  
Vol 31 (11) ◽  
pp. 4192-4210 ◽  
Author(s):  
Niclas Erhardt ◽  
Carlos Martin-Rios ◽  
Elisa Chan
Keyword(s):  
Organizational Behavior ◽  
Division I ◽  
Content Type ◽  
External Stakeholder ◽  
Stakeholder Interests ◽  
Complex Process ◽  
External Stakeholders ◽  
Sports Entertainment ◽  
The Usa ◽  
Managerial Strategies

Purpose Co-creation as a collaborative process between organizations and customers generates unique value for both internal and external stakeholders for the company. Research generally examines and portrays customer-company co-creation as a balanced and harmonious relationship. However, a successful co-creation strategy involves understanding the shared interests of the parties and resolving tensions between internal and external stakeholders to avoid co-destruction. This study aims to draw on the intersection of organizational behavior and marketing literature and to examine shared interests and conflicting tensions involved in the co-creation in the context of sports entertainment. This context allows the researchers to unpack and present a more complex process of co-creation that fosters co-creativity and innovation. Design/methodology/approach Based on a qualitative case-based approach of a major university in the USA, the authors draw on interviews and observations from their athletic administration and fans engaged in a men’s Division I team through an entire season. Findings This qualitative study illustrates an alternative, more complex dilemma of co-creating emotional and symbolic value based on shared interests while reconciling conflicting internal and external stakeholder interests. The findings suggest a tug of war based on tensions, where management adopted contrasting managerial strategies ranging from attempting to reconcile tension through organic co-creation to controlled manufactured creation. Research limitations/implications Emotional and symbolic game experience value is an interdependent process which cannot be created without consumer engagement. Both emotional and symbolic values are enhanced during games to the extent consumers perceive participation in the creative pre-game stages. Originality/value This study draws on sports entertainment to identify sources of tension in co-creation and discuss type of solutions among internal and external stakeholders.

scholarly journals Stakeholder management in PPP projects: external stakeholders’ perspective

2018 ◽  
Vol 8 (4) ◽  
pp. 403-414 ◽  
Author(s):  
Chika Amadi ◽  
Patricia Carrillo ◽  
Martin Tuuli
Keyword(s):  
Developing Countries ◽  
Stakeholder Management ◽  
Structured Interviews ◽  
Human Right ◽  
Policy Makers ◽  
Content Type ◽  
External Stakeholder ◽  
External Stakeholders ◽  
Project Location ◽  
Internal Stakeholders

Purpose This paper focusses on external stakeholders’ perspective of stakeholder management in public–private partnerships (PPP) projects within the context of developing countries where public opposition to PPP projects is prevalent. The purpose of this paper is to identify the key enablers to PPP projects’ success from the perspective of external stakeholders. Design/methodology/approach Data were collected from two case studies via semi-structured interviews in two PPP project locations in Nigeria. In total, 14 external stakeholders comprising community leaders, trade unionists and human right activist participated in the research. Findings Five key enablers of external stakeholder management were identified. These are as follows: the choice of project location; transparency of the internal stakeholders; timing of stakeholder engagement; knowledge of PPP; and relationship with internal stakeholders. Originality/value External stakeholders’ perspective of stakeholder management in PPP projects within the context of developing countries new to PPP has been established. The practical implications of the five enablers can be used by policy makers and industry professionals to ensure effective stakeholder management of PPP projects.

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