A conceptual framework for analyzing the value and role of customer satisfaction surveys: An application to project-oriented organization

Jaakko Kujala, Tuomas Ahola

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Original languageEnglish
Title of host publicationIRNOP VI Project Research Conference, Turku, Finland, August 25-27, 2004
EditorsKim Wikström, Karlos Artto
Place of PublicationTurku
PublisherÅbo Akademi University; Helsinki University of Technology
Pages383-408
ISBN (Print)952-12-1389-2
Publication statusPublished - 2004
MoE publication typeA4 Article in a conference publication

Keywords

  • customer satisfaction measurement
  • institutional theory
  • organizational culture
  • project-based management

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