The challenge of customer orientation in the construction industry

Abstract

The construction industry has been criticized, in many countries around the world, for not keeping pace with developments in the rest of the economy. One of the key issues the construction industry needs to address is how to become “customer oriented”. This paper argues that the concept of customer orientation in construction has been influenced by the passive approach to product definition adopted by professional advisors and consultants. The paper will examine the current knowledge of the customer orientation concept and present a research model that can be used to examine the effectiveness of current practices in providing satisfactory products and services to customers. The paper will report the results of an investigation into the effectiveness of existing methods, practices and philosophies deployed by organizations involved in construction in identifying customer needs.

Citation

Fadhil Dulaimi, M. (2005), "The challenge of customer orientation in the construction industry", Construction Innovation, Vol. 5 No. 1, pp. 3-12. https://doi.org/10.1108/14714170510815131