Enhancing client-agency relationship quality in the advertising industry – an application of project management

2019 ◽  
Vol 34 (2) ◽  
pp. 463-473 ◽  
Author(s):  
Elizabeth Levin ◽  
Thu Nguyen Quach ◽  
Park Thaichon
Keyword(s):  
Project Management ◽  
Service Quality ◽  
Relationship Quality ◽  
Interpersonal Relationships ◽  
Online Survey ◽  
Customer Relationship ◽  
Content Type ◽  
Management Processes ◽  
Project Management Processes ◽  
Database Service

Purpose This paper aims to determine the dimensions of service quality of advertising agencies and their effects on relationship quality between an advertising agency and their clients through the social and economic exchange. Design/methodology/approach The intention was to target firms which use the services of an advertising or marketing solutions agency; hence, participants were recruited from a business database service providing details for key decision makers in Australia and New Zealand. An online survey was used in this study. Findings Creative competence, project management processes and project outcome influenced relationship quality through value and interpersonal relationships. However, only creativity had a significant direct relationship with relationship quality. Practical implications Although creativity plays a major role in relationship development, agencies must have efficient and effective project management processes in place to ensure successful project completion within timeline and budget to be able to maintain ongoing relationships with their clients. Originality/value The research draws upon literature from three key disciplines, service quality, relationship marketing and project management, to address the gaps in the current literature related to customer relationship management in the B2B client–agency context.

Mobile BIM implementation and lean interaction on construction site

2018 ◽  
Vol 25 (10) ◽  
pp. 1298-1321 ◽  
Author(s):  
Ozan Koseoglu ◽  
Elif Tugce Nurtan-Gunes
Keyword(s):  
Project Management ◽  
Real Life ◽  
Lean Construction ◽  
Information Modeling ◽  
Construction Site ◽  
Content Type ◽  
Lean Principles ◽  
Implementation Challenges ◽  
Management Processes ◽  
Project Management Processes

Purpose Building information modeling (BIM) and lean construction are two practices that are developed in order to increase productivity, efficiency and quality in construction by implementing various procedures. However, the practical execution of both BIM and lean is mostly limited with the tasks performed in the office environments in the design phase. The purpose of this paper is to examine the benefit realizations in terms of lean interactions resulting from mobile BIM processes through a framework by focusing on digital transformations performed on the construction site. Design/methodology/approach This paper examines the benefit realizations in terms of lean interactions resulting from mobile BIM processes through a framework by focusing on digital transformations performed on the construction site. To describe the case, BIM project management processes during construction phase have been explained by a participatory research. With a comprehensive literature review, interactions between site BIM processes and lean principles have been defined and the case has been evaluated accordingly. Findings By focusing on the mobile BIM delivery of project information via tablets to construction site, it has been identified that through the use of technology enabled by BIM practices, lean construction principles are also simultaneously accomplished. This achievement is not only realized with technology but also with the strategic implementation and transformation of organization with the proper BIM practices. Research limitations/implications The research is focused on mobile BIM processes applied on-site to enhance traditional project management processes. With the findings of this paper, practitioners may identify research questions to resolve real-life implementation challenges. Practical implications This research will enlighten construction practitioners regarding site BIM application capabilities and lean achievements with the utilization of improved project management processes enabled by BIM. Originality/value Through the implementation of project management processes enabled by BIM practices on construction site, lean principles are achieved and bottlenecks are identified.

Project management processes in the adoption of smart building technologies: a systematic review of constraints

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Frank Ato Ghansah ◽  
De-Graft Owusu-Manu ◽  
Joshua Ayarkwa
Keyword(s):  
Systematic Review ◽  
Project Management ◽  
Empirical Studies ◽  
Relevant Literature ◽  
Adoption Of Technology ◽  
Content Type ◽  
Smart Building ◽  
Management Processes ◽  
Project Management Processes ◽  
Conference Papers

PurposeThe necessity for sustainable development and high building performance has led to the adoption of smart building technologies (SBTs) in the construction community. The SBTs adoption has been hindered in many different parts of the world due to several constraints underpinning the project management processes to help adopt SBTs. This paper presents a systematic review of relevant literature on barriers underpinning the project management processes on the adoption of SBTs.Design/methodology/approachThis paper presents a systematic review of relevant literature on barriers to technology adoption published in academic peer-reviewed journals and conference papers. The study adopted a systematic review technique on 56 relevant articles and conference papers in relation to barriers to adoption of technology, and barrier frequency was employed to select the most reported barriers.FindingsThe study revealed the most reported barriers underpinning project management process towards SBTs adoption, which include lengthy approval process for new SBTs, structure and organization of the construction industry, higher cost for smart construction practices and materials, unfamiliarity with smart building technology and technical difficulty during construction process.Practical implicationsTo both the industry practitioners and policymakers, this review provides a valuable reference during implementation. Also, to the academic scholars on embarking on further empirical studies, the developed checklist of SBTs barriers could be important and useful.Originality/valueThis study has contributed to the knowledge of barriers underpinning the project management processes on SBTs adoption by identifying the most reported barriers in literature.

scholarly journals Exploration of latent barriers inhibiting project management processes in adopting smart building technologies (SBTs) in the developing countries

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Frank Ato Ghansah ◽  
De-Graft Owusu-Manu ◽  
Joshua Ayarkwa ◽  
David John Edwards ◽  
M. Reza Hosseini
Keyword(s):  
Developing Countries ◽  
Project Management ◽  
Project Managers ◽  
Design Teams ◽  
Content Type ◽  
Smart Building ◽  
Management Processes ◽  
Sustainable Materials ◽  
Project Management Processes ◽  
Analytical Tools

Purpose While smart building technologies (SBTs) implementation ensures sustainability, their adoption is hampered by latent barriers, especially in project management processes. These latent barriers must be addressed to facilitate the successful and widespread adoption of SBTs. Therefore, this study aims to explore the significant latent barriers inhibiting the project management processes in adopting SBTs in developing countries. Design/methodology/approach A positivist research philosophy couched within a deductive approach was adopted to undertake a quantitative questionnaire survey of 227 project management and design team participants. Descriptive and inferential analytical tools (including a one sample T-test and exploratory factor analysis) were then adopted to interpret data collected. Findings The results reveal that the “high cost of smart sustainable materials and equipment” is the major significant barrier hindering the adoption of SBTs in developing countries. Latent barriers were: “structure and time-related barriers,” “construction-related barriers” and “human, policy and cost-related barriers”. Originality/value The study contributes novel insights into the prevailing nascent discourse on SBTs from the perspectives of construction project managers and design teams in developing countries, particularly. Furthermore, to the best of the authors’ knowledge, this is the first study that ascertains the significant barriers inhibiting project management processes in adopting SBTs in developing countries.

A decision matrix approach to green project management processes

2016 ◽  
Vol 13 (3) ◽  
pp. 174-189 ◽  
Author(s):  
Mustafa Sahban Al-Tekreeti ◽  
Salwa Mamoun Beheiry
Keyword(s):  
Project Management ◽  
Construction Projects ◽  
Design Methodology ◽  
Ahp Method ◽  
Decision Matrix ◽  
Content Type ◽  
Process Index ◽  
Management Processes ◽  
Green Practices ◽  
Project Management Processes

Purpose – The purpose of this paper is to develop a decision matrix for green project management processes (GPMPs) in commercial construction projects. GPMPs can assist in decoding all of the information required to make green-conscious decisions at various stages of a project. Design/methodology/approach – Integrate the environmental factors into the traditional project management processes (PMPs) of major construction projects. The integrated product is worked into a process index, and the analytical hierarchy processes (AHP) method is used to prioritize the GPMPs according to pre-set criteria. Findings – Research established the theoretical backing of green practices integration in the traditional PMPs, by creating an AHP weighted GPMP index that is linked to usable decision matrix. Originality/value – Develops a fresh methodology to facilitate green decision-making in the project management of commercial construction projects.

Factors Affecting Sustainability of Project Management Processes

2015 ◽  
Vol 19 (2) ◽  
pp. 9-18
Author(s):  
Ahmed Oraby ◽  
Mohamed Mohamdeen ◽  
Hassan Hassan ◽  
Ibrahim Nosseir
Keyword(s):  
Project Management ◽  
Factors Affecting ◽  
Management Processes ◽  
Project Management Processes

E-retailer cognitive and emotional relationship quality: their experiential antecedents and differential impact on brand evangelism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ibrahim Al Nawas ◽  
Shadi Altarifi ◽  
Nabil Ghantous
Keyword(s):  
Relationship Quality ◽  
Social Presence ◽  
Structural Equation ◽  
Online Survey ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
Growth Strategies ◽  
Content Type ◽  
The Difference ◽  
Brand Evangelism

PurposeLimited knowledge exists on the difference in the antecedents and outcomes of relationship quality's cognitive and emotional aspects for e-retailers. This research tests how utilitarian and hedonic shopping values differentially affect “cognitive and emotional” relationship quality components and how the latter differentially affects word-of-mouth and brand evangelism.Design/methodology/approachOnline survey data were collected from 450 Jordanian online shoppers. Structural equation modeling (AMOS 24.0) was employed to analyze the data.FindingsFirst, e-retailer's informativeness and transaction convenience (i.e. utilitarian values), drive more strongly cognitive than emotional relationship quality, whereas e-retailer's escapism and social presence (i.e. hedonic values) drive more strongly emotional than cognitive relationship quality. Second, emotional relationship quality has a strong significant effect on brand evangelism, whereas cognitive relationship quality's effect is insignificant. Third, there are no statistically significant differences concerning the effect of cognitive and emotional relationship quality on word-of-mouth.Originality/valueThe findings of our research are expected to enhance our understanding of e-retailer relationship quality, its emergence and consequences. They would also provide e-retailers with guidance on how to execute growth strategies by focusing on specific types of brand relationship quality, on the other hand.

The role of service fairness in the service quality – relationship quality – customer loyalty chain

2015 ◽  
Vol 25 (6) ◽  
pp. 744-776 ◽  
Author(s):  
Apostolos Giovanis ◽  
Pinelopi Athanasopoulou ◽  
Evangelos Tsoukatos
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Higher Order ◽  
Equation Modeling ◽  
Content Type ◽  
Order Construct ◽  
Service Fairness

Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service fairness on relationship quality as a complementary to service quality driver, and the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship quality in a no failure/recovery effort service context. Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology. Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedural and distributive fairness. Relationship quality measured as a higher order construct, made of satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty. Also, it partially mediates, along with service quality, the relationship between service fairness and customer loyalty and fully mediates the effect of service quality on customer loyalty. Finally, service fairness has the highest overall effect on customer loyalty. Research limitations/implications – The sample is industry-specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect temporal changes. Practical implications – Interactional fairness is of utmost importance to customers of the investigated industry. So, customers should be fairly treated at every point of contact. Also, service quality is heavily affected by service fairness. Thus, fair service leads to high-perceived service quality. Third, service quality affects customer loyalty only through relationship quality. Only when service quality is coupled by long-term quality relationships, signs of customer loyalty appear. Finally, service fairness influences customer loyalty mainly through service and relationship quality and has the highest overall effect on customer loyalty. So, fairly treating customers is crucial for developing long-term relationships that lead to customer loyalty. Originality/value – The role of service fairness in the service quality-relationship quality-customer loyalty chain is investigated and using a higher order construct for relationship quality.

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