Enhancing customer orientation in construction industry by means of new technology

Päivi Jäväjä (Corresponding author), Sunil Suwal (Corresponding author), Janne Porkka, Nusrat Jung

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


    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
    EditorsOle Jonny Klakegg, Kari Hovin Kjølle, Cecilie G. Mehaug, Nils O.E. Olsson, Asmamaw T. Shiferaw, Ruth Woods
    PublisherAkademika forlag
    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)


    Conference7th Nordic Conference on Construction Economics and Organization
    Internet address


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


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