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Abudayyeh, O, Federicks, T, Palmquist, M and Torres, H N (2003) Analysis of Occupational Injuries and Fatalities in Electrical Contracting Industry. Journal of Construction Engineering and Management, 129(02), 152–8.

Ammar, A, Hanna, A S, Nordheim, E V and Russell, J S (2003) Indicator Variables Model of Firm’s Size-Profitability Relationship of Electrical Contractors Using Financial and Economic Data. Journal of Construction Engineering and Management, 129(02), 192–7.

Brown, D C (2003) Novel Method of Excavation. Journal of Construction Engineering and Management, 129(02), 222–5.

Brunso, T P and Siddiqi, K M (2003) Using Benchmarks and Metrics to Evaluate Project Delivery of Environmental Restoration Programs. Journal of Construction Engineering and Management, 129(02), 119–30.

Chua, D K H, Wang, Y and Tan, W T (2003) Impacts of Obstacles in East Asian Cross-Border Construction. Journal of Construction Engineering and Management, 129(02), 131–41.

Cox, R F, Issa, R R A and Ahrens, D (2003) Management’s Perception of Key Performance Indicators for Construction. Journal of Construction Engineering and Management, 129(02), 142–51.

Elliott, M E and Heymsfield, E (2003) Inspection of Luling Bridge Cable Stays: Case Study. Journal of Construction Engineering and Management, 129(02), 226–30.

Hinze, J and Gambatese, J (2003) Factors That Influence Safety Performance of Specialty Contractors. Journal of Construction Engineering and Management, 129(02), 159–64.

Maloney, W F (2003) Labor-Management Cooperation and Customer Satisfaction. Journal of Construction Engineering and Management, 129(02), 165–72.

  • Type: Journal Article
  • Keywords: Labor relations; Construction industry; construction industry; contracts; cooperative systems; customer relationship management;
  • ISBN/ISSN: 0733-9364
  • URL: https://doi.org/10.1061/(ASCE)0733-9364(2003)129:2(165)
  • Abstract:
    The satisfaction that a customer has with the construction product and construction services provided by a contractor has a direct influence on the customer’s willingness to select that contractor for future work. Labor and management working together have the opportunity to influence customer satisfaction. Activities at the contractor/craft worker level, the contractor/local union level, and the contractor association/local union level have the greatest potential to influence customer satisfaction. A precisely defined plan incorporating labor-management activities targeted at specific satisfaction factors will have the greatest likelihood of creating high customer satisfaction.

Marzouk, M and Moselhi, O (2003) Object-oriented Simulation Model for Earthmoving Operations. Journal of Construction Engineering and Management, 129(02), 173–81.

Palaneeswaran, E and Kumaraswamy, M M (2003) Knowledge Mining of Information Sources for Research in Construction Management. Journal of Construction Engineering and Management, 129(02), 182–91.

Schaufelberger, J E and Wipadapisut, I (2003) Alternate Financing Strategies for Build-Operate-Transfer Projects. Journal of Construction Engineering and Management, 129(02), 205–13.

Shi, J J and Halpin, D W (2003) Enterprise Resource Planning for Construction Business Management. Journal of Construction Engineering and Management, 129(02), 214–21.

Trost, S M and Oberlender, G D (2003) Predicting Accuracy of Early Cost Estimates Using Factor Analysis and Multivariate Regression. Journal of Construction Engineering and Management, 129(02), 198–204.