Enhancing customer orientation in construction industry by means of new technology

P. Jäväjä (Corresponding author), S. Suwal (Corresponding author), Janne Porkka, Nusrat Jung

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

Abstract

The construction industry is one of the global economic activities with a highly competitive environment, raising demand within the companies to differentiate. One of such approaches to is customer orientation that aims to provide better quality and customer satisfaction. Within the construction industry customer orientation has slowly been recognized, but the role of customers and end-users is changing. The empirical part draws from the results on the application of virtual environments as an active role in presenting and communicating the proposals to the customers. Three case studies supported with questionnaires were conducted suggesting that the virtual environment approach clearly enhanced the design coordination between professionals, city and municipality representatives and other interest groups. The case study of 'Nissola' demonstrated how Internet based virtual model could be used by audiences to post comments on the plan. When they were asked for an option to use virtual model in Internet, the opinions of interviewees varied throughout the three cases but indicated a pattern that over sixty percent preferred Internet based social approach. Currently many companies measure the success of their projects with time, cost, and performance. In relation to earlier, customer orientation should recognized as a fourth criteria. Taking it to practice still requires organizational changes to manage for example changes, create more profound guidelines and contribute research to learn more on the opportunities. Social applications manifest the easy access of information and the voice of customers and end users can be heard. The construction industry has now an opportunity to utilize customer driven work practices through visual social applications in projects to communicate with experts and audiences. Social media applications and their integration with BIM technology still require a wider research approach to be implemented.
Original languageEnglish
Title of host publicationProceedings from 7th Nordic Conference on Construction Economics and Organization 2013
Subtitle of host publicationGreen Urbanisation - Implications for Value Creation
PublisherAkademika Publishing
Pages215-226
ISBN (Print)9788232102730
Publication statusPublished - 2013
MoE publication typeA4 Article in a conference publication
Event7th Nordic Conference on Construction Economics and Organization - Trondheim, Norway
Duration: 12 Jun 201314 Jun 2013
https://www.ntnu.no/documents/5418301/1271590763/proceedings+samlet+9_5_2013.pdf/3c914fc3-ce73-4756-b44b-74eb31b1fb04 (Full proceedings)

Conference

Conference7th Nordic Conference on Construction Economics and Organization
CountryNorway
CityTrondheim
Period12/06/1314/06/13
Internet address

Fingerprint

Construction industry
Internet
Virtual reality
Customer satisfaction
Industry
Economics
Costs

Keywords

  • customer orientation
  • customer satisfaction
  • building information modeling
  • virtual reality
  • social media
  • internet
  • end user

Cite this

Jäväjä, P., Suwal, S., Porkka, J., & Jung, N. (2013). Enhancing customer orientation in construction industry by means of new technology. In Proceedings from 7th Nordic Conference on Construction Economics and Organization 2013: Green Urbanisation - Implications for Value Creation (pp. 215-226). Akademika Publishing.
Jäväjä, P. ; Suwal, S. ; Porkka, Janne ; Jung, Nusrat. / Enhancing customer orientation in construction industry by means of new technology. Proceedings from 7th Nordic Conference on Construction Economics and Organization 2013: Green Urbanisation - Implications for Value Creation. Akademika Publishing, 2013. pp. 215-226
@inproceedings{54b6bd64e4424f4ca3af0c57a552bc50,
title = "Enhancing customer orientation in construction industry by means of new technology",
abstract = "The construction industry is one of the global economic activities with a highly competitive environment, raising demand within the companies to differentiate. One of such approaches to is customer orientation that aims to provide better quality and customer satisfaction. Within the construction industry customer orientation has slowly been recognized, but the role of customers and end-users is changing. The empirical part draws from the results on the application of virtual environments as an active role in presenting and communicating the proposals to the customers. Three case studies supported with questionnaires were conducted suggesting that the virtual environment approach clearly enhanced the design coordination between professionals, city and municipality representatives and other interest groups. The case study of 'Nissola' demonstrated how Internet based virtual model could be used by audiences to post comments on the plan. When they were asked for an option to use virtual model in Internet, the opinions of interviewees varied throughout the three cases but indicated a pattern that over sixty percent preferred Internet based social approach. Currently many companies measure the success of their projects with time, cost, and performance. In relation to earlier, customer orientation should recognized as a fourth criteria. Taking it to practice still requires organizational changes to manage for example changes, create more profound guidelines and contribute research to learn more on the opportunities. Social applications manifest the easy access of information and the voice of customers and end users can be heard. The construction industry has now an opportunity to utilize customer driven work practices through visual social applications in projects to communicate with experts and audiences. Social media applications and their integration with BIM technology still require a wider research approach to be implemented.",
keywords = "customer orientation, customer satisfaction, building information modeling, virtual reality, social media, internet, end user",
author = "P. J{\"a}v{\"a}j{\"a} and S. Suwal and Janne Porkka and Nusrat Jung",
note = "Project code: 77822 WP6 BIMCity",
year = "2013",
language = "English",
isbn = "9788232102730",
pages = "215--226",
booktitle = "Proceedings from 7th Nordic Conference on Construction Economics and Organization 2013",
publisher = "Akademika Publishing",
address = "Norway",

}

Jäväjä, P, Suwal, S, Porkka, J & Jung, N 2013, Enhancing customer orientation in construction industry by means of new technology. in Proceedings from 7th Nordic Conference on Construction Economics and Organization 2013: Green Urbanisation - Implications for Value Creation. Akademika Publishing, pp. 215-226, 7th Nordic Conference on Construction Economics and Organization, Trondheim, Norway, 12/06/13.

Enhancing customer orientation in construction industry by means of new technology. / Jäväjä, P. (Corresponding author); Suwal, S. (Corresponding author); Porkka, Janne; Jung, Nusrat.

Proceedings from 7th Nordic Conference on Construction Economics and Organization 2013: Green Urbanisation - Implications for Value Creation. Akademika Publishing, 2013. p. 215-226.

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

TY - GEN

T1 - Enhancing customer orientation in construction industry by means of new technology

AU - Jäväjä, P.

AU - Suwal, S.

AU - Porkka, Janne

AU - Jung, Nusrat

N1 - Project code: 77822 WP6 BIMCity

PY - 2013

Y1 - 2013

N2 - The construction industry is one of the global economic activities with a highly competitive environment, raising demand within the companies to differentiate. One of such approaches to is customer orientation that aims to provide better quality and customer satisfaction. Within the construction industry customer orientation has slowly been recognized, but the role of customers and end-users is changing. The empirical part draws from the results on the application of virtual environments as an active role in presenting and communicating the proposals to the customers. Three case studies supported with questionnaires were conducted suggesting that the virtual environment approach clearly enhanced the design coordination between professionals, city and municipality representatives and other interest groups. The case study of 'Nissola' demonstrated how Internet based virtual model could be used by audiences to post comments on the plan. When they were asked for an option to use virtual model in Internet, the opinions of interviewees varied throughout the three cases but indicated a pattern that over sixty percent preferred Internet based social approach. Currently many companies measure the success of their projects with time, cost, and performance. In relation to earlier, customer orientation should recognized as a fourth criteria. Taking it to practice still requires organizational changes to manage for example changes, create more profound guidelines and contribute research to learn more on the opportunities. Social applications manifest the easy access of information and the voice of customers and end users can be heard. The construction industry has now an opportunity to utilize customer driven work practices through visual social applications in projects to communicate with experts and audiences. Social media applications and their integration with BIM technology still require a wider research approach to be implemented.

AB - The construction industry is one of the global economic activities with a highly competitive environment, raising demand within the companies to differentiate. One of such approaches to is customer orientation that aims to provide better quality and customer satisfaction. Within the construction industry customer orientation has slowly been recognized, but the role of customers and end-users is changing. The empirical part draws from the results on the application of virtual environments as an active role in presenting and communicating the proposals to the customers. Three case studies supported with questionnaires were conducted suggesting that the virtual environment approach clearly enhanced the design coordination between professionals, city and municipality representatives and other interest groups. The case study of 'Nissola' demonstrated how Internet based virtual model could be used by audiences to post comments on the plan. When they were asked for an option to use virtual model in Internet, the opinions of interviewees varied throughout the three cases but indicated a pattern that over sixty percent preferred Internet based social approach. Currently many companies measure the success of their projects with time, cost, and performance. In relation to earlier, customer orientation should recognized as a fourth criteria. Taking it to practice still requires organizational changes to manage for example changes, create more profound guidelines and contribute research to learn more on the opportunities. Social applications manifest the easy access of information and the voice of customers and end users can be heard. The construction industry has now an opportunity to utilize customer driven work practices through visual social applications in projects to communicate with experts and audiences. Social media applications and their integration with BIM technology still require a wider research approach to be implemented.

KW - customer orientation

KW - customer satisfaction

KW - building information modeling

KW - virtual reality

KW - social media

KW - internet

KW - end user

M3 - Conference article in proceedings

SN - 9788232102730

SP - 215

EP - 226

BT - Proceedings from 7th Nordic Conference on Construction Economics and Organization 2013

PB - Akademika Publishing

ER -

Jäväjä P, Suwal S, Porkka J, Jung N. Enhancing customer orientation in construction industry by means of new technology. In Proceedings from 7th Nordic Conference on Construction Economics and Organization 2013: Green Urbanisation - Implications for Value Creation. Akademika Publishing. 2013. p. 215-226