Antecedents of client loyalty in the construction professional services sector: A qualitative study

Nick Williams*, Paul Hampton, Nii Ankrah, Ezekiel Chinyio

*Corresponding author for this work

Research output: Chapter in Book/Published conference outputConference publication

Abstract

While a limited amount of research has focused on client loyalty in wider professional services, none has been carried out specifically in respect to construction professional services (CPS). A review of the wider professional service literature identified a number of key candidate loyalty antecedents. Thematic analysis was undertaken on semi-structured interview data obtained from twenty client and CPS supplier participants operating in the West Midlands (UK). The results were used to refine a literature-derived model of CPS client loyalty. Several modifications were made to themes and sub-themes in light of empirical data. The results obtained will form the basis for a future quantitative phase of research which will determine the extent to which the findings of this qualitative research generalise to the wider population.

Original languageEnglish
Title of host publication11th International Conference on Construction in the 21st Century, CITC 2019
Publication statusPublished - 2019
Event11th International Conference on Construction in the 21st Century, CITC 2019 - London, United Kingdom
Duration: 9 Sep 201911 Sep 2019

Publication series

NameInternational Conference on Construction in the 21st Century
ISSN (Print)2640-1177

Conference

Conference11th International Conference on Construction in the 21st Century, CITC 2019
Country/TerritoryUnited Kingdom
CityLondon
Period9/09/1911/09/19

Keywords

  • Construction professional service firm
  • Cps
  • Loyalty

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