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Article
Publication date: 6 September 2011

Matti Haverila, Earl Robert Bateman and Earl Robert Naumann

This exploratory study aims to identify the key drivers of customer satisfaction for strategic consulting engagements in a global context. Specifically, the authors…

4015

Abstract

Purpose

This exploratory study aims to identify the key drivers of customer satisfaction for strategic consulting engagements in a global context. Specifically, the authors compare the attitudes of US and non‐US senior executives to learn how they evaluate consulting engagements.

Design/methodology/approach

The literature surrounding selection of management consultants and client satisfaction with consulting work is reviewed. A thematic content analysis was used to evaluate the responses of 35 US and 22 non‐US senior executives.

Findings

The results reveal both similarities and differences when compared to the outcomes of previous research generally, but they also highlight apparent distinctions based on the country location of the executive. Consistent with previous research, consultant characteristics, customer focus, and value emerged as broad themes driving client satisfaction. In addition, project management and enterprise considerations also emerged as significant drivers of satisfaction. Detailed analysis of responses reveals interesting locational differences underlying satisfaction.

Practical implications

The key implication of this study is the identification of new drivers for customer satisfaction in strategic consulting engagements. These new elements are primarily related to enterprise and project management issues. In addition, this research suggests that the relative importance of customer satisfaction drivers may differ between executives based in the USA and those based elsewhere.

Originality/value

The paper provides a broad overview of satisfaction issues in consulting services, particularly with multinational enterprises as the client. It also offers a more in‐depth discussion of the relative importance of key drivers depending on the location of service delivery. By consolidating these elements into a single discussion, the paper provides a unique viewpoint not available in the current literature. Although exploratory, the holistic approach applied here should allow academic researchers to compare and contrast the results of this research to previous findings. Partners and key account managers at consulting firms might also consider the relative emphasis placed on elements of their service offerings.

Details

Management Decision, vol. 49 no. 8
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 1 March 1996

Shadid N. Bhuian, Eid. S. Al‐Shammari and Omar A. Jefri

The authors explore the nature of commitment, job satisfaction and job characteristics, and the nature of the interrelationships among these variables concerning…

2074

Abstract

The authors explore the nature of commitment, job satisfaction and job characteristics, and the nature of the interrelationships among these variables concerning expatriate employees in Saudi Arabia. An examination of a sample of 504 expatriate employees reveals that these employees are, by and large, indifferent with respect to their perceptions of commitment, job satisfaction, and job characteristics. In addition, the results provide strong support for (1) the influence of job satisfaction on commitment, (2) the influence of job variety on commitment, and (3) the influence of job autonomy, identity, and feedback on job satisfaction.

Details

International Journal of Commerce and Management, vol. 6 no. 3/4
Type: Research Article
ISSN: 1056-9219

Content available
Article
Publication date: 1 March 2013

285

Abstract

Details

South Asian Journal of Global Business Research, vol. 2 no. 1
Type: Research Article
ISSN: 2045-4457

Article
Publication date: 1 February 1903

IN the progress of a course of lectures on Elementary Bibliography, I found some difficulty in obtaining for my students, a brief and satisfactory list of some of the…

Abstract

IN the progress of a course of lectures on Elementary Bibliography, I found some difficulty in obtaining for my students, a brief and satisfactory list of some of the leading and most typical bibliographies. There are a number of bibliographies of bibliographies published, general and select, but none of them are available in handy form for class purposes. The following list of books on bibliographical subjects, represents the works which I described in detail to my students as representative and useful examples of books about books, and I also exhibited nearly the whole of them, so as to familiarize the students with the physical appearance and contents of the majority of the books. I have reprinted this list through the courtesy of the editor of the Library World, because it has been suggested that it may be useful to many librarians whose stock of bibliography is small, and to assistants who are studying the elements of practical bibliography. The list makes no pretence either to fulness or accuracy, and must be taken for what it really is, a working list of bibliographies prepared as a series of suggestions. Neither sections three or four are more than the barest outlines, but they contain representative books well worth study. I found difficulty in obtaining specimens of some of the older bibliographies like Mattaire, Panzer, Hain, &c., and as these works are becoming very scarce and costly, it will be a matter of impossibility for the municipal libraries to obtain copies either for love or money. Most of the British municipal libraries are poorly equipped with the leading bibliographical works of reference, and but for the kindness of Mr. Thomas Greenwood and others, I should not have been able to borrow for exhibition one half of those I was able to show. This seems to me a strong reason why the library of the Library Association should be equipped with all the necessary books for the study and teaching of bibliography and library economy. Bibliographical works are becoming so scarce, that students who have to work away from the large old established libraries, will find it difficult to make satisfactory progress.

Details

New Library World, vol. 5 no. 8
Type: Research Article
ISSN: 0307-4803

Article
Publication date: 1 March 2000

Ozhand Ganjavi, Rolland LeBrasseur and Robert Whissell

This is a report based on a survey that was conducted in the Regional Municipality of Sudbury, Ontario Canada, which includes a medium‐size city and its surrounding towns…

1716

Abstract

This is a report based on a survey that was conducted in the Regional Municipality of Sudbury, Ontario Canada, which includes a medium‐size city and its surrounding towns. The citizenry was surveyed on a variety of issues including perceptions of safety and satisfaction with police services. Overall satisfaction, using regression analysis, was predicted by policing variables such as service delivery, handling problem situations, and interpersonal skills. Night walking safety, using discriminant analysis, was dependent on personal factors such as gender, home ownership, location, employment, age, visibility (of police), and policing variables such as handling of problems, how serious problems were in the neighborhood. A profile of the unsafe walker at night is presented. Implications for program planning and delivery are discussed.

Details

Policing: An International Journal of Police Strategies & Management, vol. 23 no. 1
Type: Research Article
ISSN: 1363-951X

Keywords

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