Antecedents of Client Loyalty in the Construction Professional Services Sector: A Qualitative Study

Nick Williams; Paul Hampton; Nii Ankrah; Ezekiel Chinyio

doi:10.1007/978-3-030-48465-1_5

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

Engineering Systems & Supply Chain Management

Faculty of Science and Engineering

Research output: Chapter in Book/Published conference output › Chapter

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 20 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 the 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 language	English
Title of host publication	Advances in Science, Technology and Innovation
Editors	S.M. Ahmed, P. Hampton, S. Azhar, A. D. Saul
Publisher	Springer Nature
Pages	27-32
Number of pages	6
ISBN (Electronic)	978-3-030-48465-1
ISBN (Print)	978-3-030-48464-4
DOIs	https://doi.org/10.1007/978-3-030-48465-1_5
Publication status	Published - 2021

Publication series

Name	Advances in Science, Technology and Innovation
ISSN (Print)	2522-8714
ISSN (Electronic)	2522-8722

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 7 Affordable and Clean Energy

Keywords

Construction professional service firm
CPS
Loyalty

Access to Document

10.1007/978-3-030-48465-1_5

Cite this

Williams, N., Hampton, P., Ankrah, N., & Chinyio, E. (2021). Antecedents of Client Loyalty in the Construction Professional Services Sector: A Qualitative Study. In S. M. Ahmed, P. Hampton, S. Azhar, & A. D. Saul (Eds.), Advances in Science, Technology and Innovation (pp. 27-32). (Advances in Science, Technology and Innovation). Springer Nature. https://doi.org/10.1007/978-3-030-48465-1_5

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Williams, N, Hampton, P, Ankrah, N & Chinyio, E 2021, Antecedents of Client Loyalty in the Construction Professional Services Sector: A Qualitative Study. in SM Ahmed, P Hampton, S Azhar & AD Saul (eds), Advances in Science, Technology and Innovation. Advances in Science, Technology and Innovation, Springer Nature, pp. 27-32. https://doi.org/10.1007/978-3-030-48465-1_5

Antecedents of Client Loyalty in the Construction Professional Services Sector: A Qualitative Study. / Williams, Nick; Hampton, Paul; Ankrah, Nii et al.
Advances in Science, Technology and Innovation. ed. / S.M. Ahmed; P. Hampton; S. Azhar; A. D. Saul. Springer Nature, 2021. p. 27-32 (Advances in Science, Technology and Innovation).

Research output: Chapter in Book/Published conference output › Chapter

TY - CHAP

T1 - Antecedents of Client Loyalty in the Construction Professional Services Sector

T2 - A Qualitative Study

AU - Williams, Nick

AU - Hampton, Paul

AU - Ankrah, Nii

AU - Chinyio, Ezekiel

PY - 2021

Y1 - 2021

N2 - 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 20 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 the 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.

AB - 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 20 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 the 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.

KW - Construction professional service firm

KW - CPS

KW - Loyalty

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U2 - 10.1007/978-3-030-48465-1_5

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M3 - Chapter

AN - SCOPUS:85098095738

SN - 978-3-030-48464-4

T3 - Advances in Science, Technology and Innovation

SP - 27

EP - 32

BT - Advances in Science, Technology and Innovation

A2 - Ahmed, S.M.

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ER -

Williams N, Hampton P, Ankrah N, Chinyio E. Antecedents of Client Loyalty in the Construction Professional Services Sector: A Qualitative Study. In Ahmed SM, Hampton P, Azhar S, Saul AD, editors, Advances in Science, Technology and Innovation. Springer Nature. 2021. p. 27-32. (Advances in Science, Technology and Innovation). Epub 2020 Dec 22. doi: 10.1007/978-3-030-48465-1_5

Antecedents of Client Loyalty in the Construction Professional Services Sector: A Qualitative Study

Abstract

Publication series

UN SDGs

Keywords

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