Assessment of the Development Role of a Statutory Body from a Customer Perspective: A Relationship Marketing Approach

• Main Authors: Oei , Fuk Jin, Ogunlana, Stephen O.
• Format: Article
• Language: English
• Published: Penerbit Universiti Sains Malaysia 2006
• Subjects: TH1-9745 Building construction
• Online Access: http://eprints.usm.my/42587/1/3_Oei_%28p.31-52%29.pdf; http://eprints.usm.my/42587/; http://web.usm.my/jcdc/vol11_2_2006/3_Oei%20(p.31-52).pdf
• Institution: Universiti Sains Malaysia

The importance of the relationship between an institution and its constituents is examined through establishing a model of exchange relationship’s three key important constructs (satisfaction, trust and commitment), which is adopted from the Customer Relationship Marketing/Management (CRM) concep...