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Abeid, J and Arditi, D (2002) Time-Lapse Digital Photography Applied to Project Management. Journal of Construction Engineering and Management, 128(06), 530–5.

Arditi, D, Tokdemir, O B and Suh, K (2002) Challenges in Line-of-Balance Scheduling. Journal of Construction Engineering and Management, 128(06), 545–56.

Ariaratnam, S T and MacLeod, C W (2002) Financial Outlay Modeling for a Local Sewer Rehabilitation Strategy. Journal of Construction Engineering and Management, 128(06), 486–95.

Chan, W T and Hu, H (2002) Constraint Programming Approach to Precast Production Scheduling. Journal of Construction Engineering and Management, 128(06), 513–21.

del Caño, A and de la Cruz, M P (2002) Integrated Methodology for Project Risk Management. Journal of Construction Engineering and Management, 128(06), 473–85.

Goodrum, P M and Haas, C T (2002) Partial Factor Productivity and Equipment Technology Change at Activity Level in U.S. Construction Industry. Journal of Construction Engineering and Management, 128(06), 463–72.

Kashiwagi, D T and Byfield, R (2002) Testing of Minimization of Subjectivity in Best Value Procurement by Using Artificial Intelligence Systems in State of Utah Procurement. Journal of Construction Engineering and Management, 128(06), 496–502.

Knight, K and Robinson Fayek, A (2002) Use of Fuzzy Logic for Predicting Design Cost Overruns on Building Projects. Journal of Construction Engineering and Management, 128(06), 503–12.

Maloney, W F (2002) Construction Product/Service and Customer Satisfaction. Journal of Construction Engineering and Management, 128(06), 522–9.

  • Type: Journal Article
  • Keywords: Construction; Client relationships; Construction management; Contractors; Cost control; construction industry; cost optimal control; project management; service industries; civil engineering;
  • ISBN/ISSN: 0733-9364
  • URL: https://doi.org/10.1061/(ASCE)0733-9364(2002)128:6(522)
  • Abstract:
    Construction has typically been viewed as a production process, with the product being the completed facility. In addition to providing this product, contractors also provide service. Construction is examined in terms of the service product, service delivery, and service environment. The concept of service encounters is examined in the context of perceived quality and customer satisfaction. Determinants of service quality are analyzed in terms of how they influence perceived quality. The relationship between the criteria used by customers in choosing suppliers and the factors driving satisfaction are examined, and results of two studies of factors involved in contractor selection and satisfaction are reviewed. These factors are the contractor-customer relationship, the contractor's project management skills, the contractor's safety performance, whether the contractor has a prepared/skilled workforce, and the cost of the work.

Peng, J (2002) Stability Analyses and Design Recommendations for Practical Shoring Systems during Construction. Journal of Construction Engineering and Management, 128(06), 536–44.