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The aim of this study was to investigate the factors which define and predict the satisfaction of first-time residential clients of architects in Nigeria using Lagos as a case study.

The study was based on the notion that satisfaction of first-time residential clients with architectural services is a combination of satisfaction with service, design and relationship qualities as well as reputation of the architect. A cross-sectional survey of randomly selected first-time residential clients of architects in the study area was conducted using pre-tested questionnaire as the principal data gathering instrument. Data were analyzed using descriptive statistics, factor and regression analyses.

Of the seven factors identified, the factors which best define the satisfaction of the first-time residential clients were personalization of service, reliability of, confidence inspired by and personality of the architect. The best predictors of the satisfaction of the first-time residential clients of architects in Nigeria varied with the nature of service. However, it was observed that the experience of the architect cut across all service types as a significant predictor of client satisfaction.

Only residential clients were considered in the study. Other categories of clients may be considered in further studies.

There is need for architects to consider the nature of services provided in their quest to satisfy their first-time residential clients.

Previous studies have focused on experienced and mostly public sector clients. This study provides empirical data on the factors that influence the satisfaction of first-time private clients who engaged the services of architects for their personal homes.

The purpose of this paper is to reflect on the motivation for the 1999 paper “The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services”. In doing so, it is argued that today, the importance and relevance of effective interpersonal communications to managing client relationship have never been greater. Further, this paper updates developments in this area, and importantly, offers directions for future research.

This paper reflects on the motivation and rationale of the original paper and brings to bear relevant developments in the services marketing literature in the past 15-20 years.

As the professional services sector continues to grow in all economies, the credence properties and asymmetrical nature of information flow between provider and client means that the pivotal role of effective interpersonal communications in developing and nurturing client relations continues to grow in importance. Subsequent research has examined communications style; the impact of communications in a business-to-business professional services context and linked it to client psychological comfort, co-production and value co-creation, client engagement, client experience management and empowerment.

For professional service practitioners, the findings serve as a reminder that clients, especially first-time clients, have difficulty in evaluating the outcome quality and value-for-fee paid even after purchase and consumption of the service. Hence, it serves as a reminder that interpersonal communication has a pivotal role to play in influencing client perceptions of both outcome (“what” was produced) and process quality (“how” it was produced), that is their total experience.

The original paper was cited numerous times and generated broader thinking on the role of effective interpersonal communications in a number of areas of services marketing.

This chapter discusses the application of fuzzy cognitive map (FCM) modelling to construction management (CM) challenges and problems. It focuses on the critical issue of managing the complexity and uncertainty inherent in CM by providing a new intelligent layer that enhances classical approaches to construction modelling and management. It investigates how the myriad types of internal and external factors affecting the feasibility and performance of construction projects can be modelled using a fuzzy hybrid method that explores the complex relationships among many contributing factors and assesses and evaluates their impacts on past and future projects. This chapter proposes a hybrid modelling approach in the traditional context of cost, schedule and risk management and describes how augmenting and enhancing existing state-of-the-art tools and processes in CM can assist construction managers. This chapter provides a background on the theory of FCMs, presents foundational and current research, and explains how to apply this approach in the CM domain. This chapter also provides a detailed description of how to develop, modify and employ interactive models to specific CM challenges and problems. It includes a customisable, interactive base model and demonstrates how the model has been applied to specific CM events and issues. Examples are presented that highlight the interplay between project-specific goals and characteristics and the way these impact the interrelated and often opposing triad of cost, schedule and risk. The presented examples and practical applications make this state-of-the-art approach useful to both academic and industry practitioners.

Spurred by the internationalization trend, many architectural professional bodies across the globe relaxed their norms related to the acceptance of promotion and marketing within the services. However, in India, the architectural services codes have not reflected any changes. This paper aims to focus on Indian architectural practice and attempts to investigate about the causes of low marketing activities within the practice in the country.

The study is based on a primary research process of data collection through survey administration. Survey is conducted using a close-ended structured questionnaire based on Likert scale technique. The data are analysed using both descriptive and empirical research techniques mainly, factor analysis. The sample is defined using random clustering sampling technique, from the list of architects registered with the professional regulating body of India, i.e. the Council of Architecture.

The findings of the study are suggestive that architectural firms in India are instinctively practising marketing-related activities, to position their firm to attract clients without formally adopting them. There appears to be a silent routinization of the marketing tasks in the firms. The findings are suggestive of academic and professional ignorance as one of the barriers towards marketing. The findings advocate that recognizing the growing competitive nature of architectural practices in the country, the regulatory and institutional body, Council of Architecture, may retrospect their code of conduct. The results of the present study have a great implication on the architectural education in the country. The findings advocate that the architectural curriculum in the country should be broadened to include the basic knowledge about marketing.

The present study opens a newer paradigm in the practice of architectural services. It highlights the growing linkages between the field of marketing and architecture. It opens a new area of research where linkages between interdisciplinary fields is an important aspect that needs researchers attention, to have a good model of survival for professional firms in a highly competitive environment.

The research findings have great implications for the architectural firms that seek to operate in the globally volatile environment. The increasing competitive nature of the architectural services in India demands a dynamic decision and procurement methods that can strategically position firms in the market. Marketing strategies have a significant role in positioning firms and increasing their client base.

The subject of architectural practice and its operation is an under-researched area. The present study makes a strong point for formal involvement of marketing strategies in the promotion of architectural firms in India. The paper attempts to bridge this gap, and the strength of the paper lies in the empirical nature of its investigation.

The purpose of this paper is to examine the costs to audit firms in terms of lost revenues of losing small clients due to auditor switching or client bankruptcy after issuing first-time going concern modified opinions.

A population of small Swedish companies receiving first-time going concern modified opinions in 2009 was examined to determine the effects two years later compared with a matched sample of financially stressed companies that had not received going concern modified opinions.

The results indicate that both auditor switching and client bankruptcy are positively related to receipt of going concern modified opinions. Furthermore, the authors find empirical evidence that auditors issuing first-time going concern modified opinions lose proportionately more fees through auditor switching and client bankruptcy than do auditors not issuing such opinions to financially stressed clients. Finally, the authors found that the going concern modified opinions issued by Big 4 firms are no more harmful to clients than are those issued by other audit firms.

The authors recognize a limitation of this study regarding the choice of control companies. Although the authors attempted to find similarly sized and similarly financially stressed companies from the same industries as those companies in the test group, the authors may have missed other variables relevant to auditor switching or client bankruptcy.

A practical implication for the audit profession is the increased awareness of the fact that the financial dependence issues reported in this study extend to auditors with small client companies.

This is the first study to examine fees lost due to auditor switching and client bankruptcy caused by going concern modified opinions in a population of small companies. It contributes to the mixed evidence presented in previous research as to the extent to which going concern modified audit opinions are self-fulfilling prophecies.

This paper describes and illustrates the application of a relatively new approach to assessing the operations management aspects of providing customer service. It presents the results of a customer‐based assessment, the walk‐through audit (WTA), administered on new clients at a recently established law firm. Although the clients rated their services above satisfactory in general, relatively poor performance was noted in four areas. While using the same evaluation instrument, the firm’s senior partners identified a set of like deficiencies, yet consistently ranked the firm’s performance higher than did their clients. Next, the WTA was administered to small samples of new clients at four of Hong Kong’s most highly‐respected and well‐established law firms. Although the benchmarked firms’ received higher ratings for all audited areas, the ratings were statistically significantly higher (p < 0.01) in the four areas of concern. The benchmark results were successful in attracting the attention of the study firm’s partners who agreed that corrective action needed to be initiated relative to the four problem areas.

From 2006 onwards very large Belgian nonprofit organizations (NPOs) are legally required to appoint an external auditor. In this context we investigate whether auditor choice in favor of a sector expert, being a higher quality auditor, is associated with NPOs’ expectations regarding several auditor attributes. We find that NPOs are more likely to choose a sector expert if they attach higher importance to an auditor’s client focus and relationship with management. NPOs are less likely to choose a sector expert if they care more about the practical execution of the audit. We provide recommendations for increasing the appeal of sector expertise as valuable auditor attribute. The resulting quality increase of NPOs’ financial statements and audit reports could benefit various stakeholders.

The day‐to‐day operations in small to medium‐sized enterprises (SMEs) tend to reach a bottleneck before the owner‐managers think of engaging an external expertise to help. By then the situation is often difficult to salvage, and management consultants tend to get blamed for the outcomes. In this study, 40 management consultants were asked to allow a researcher to be present during their first meeting with a potential client. Four agreed. The objective of this study was to evaluate a model of pre‐entry phase of consultancy behaviour against the real‐life interaction, in which two parties attempt to choose the best problem‐solving partner. The findings suggest that, far from management consultants and potential clients behaving in a rational way, as proposed by the pre‐entry phase model of consultancy, each partner brought into the interaction their personal agenda, therefore taking the interaction processes away from the “purely business” rational level, as present management literature suggests. This has some important implications for the research methodologies used to study SMEs.

The aims of this article are to highlight the issues that are relevant to the implementation of a rigorously evidence‐based programme of support, the Nurse Family Partnership programme, into a national system of care. Methods used are semi‐structured interviews with families in receipt of the programme in the first 10 sites, with the nursing staff, with members of the central team guiding the initiative and with other professionals. Analyses of data collected during programme delivery evaluate fidelity of delivery. The results indicate that the programme is perceived in a positive light and take‐up is high, with delivery close to the stated US objectives. Issues pertaining to sustainability are highlighted ‐ in particular, local concerns about cost set against long‐term rather than immediate gains. However, local investment is predominantly strong, with creative methods being planned for the future. Overall, the study shows that within an NHS system of care it is possible to deliver a targeted evidence‐based programme.

To receive a satisfactory consultancy service, a construction client must first select suitable consultants. While numerous criteria for the selection of construction consultants have been suggested in the literature, their influence on client satisfaction has hardly been statistically established. This study aimed to reduce the criteria for the selection of construction consultants into a more manageable set of fewer factors and ascertain the influence of the factors on client satisfaction.

Data were gathered through a purposively administered cross-sectional survey of public sector clients in Nigeria. Analyzes were done using relative importance index, factor analysis and multiple regression analysis.

The results proved that the criteria for the selection of consultants can, in the order of decreasing influence on client satisfaction, be grouped into service delivery approach (SDA), relationship with the client, the caliber of personnel, firm reputation and firm certification. However, SDA is more influential on client satisfaction. All the factors were found to have significant statistical effects on clients’ overall satisfaction with consultancy services.

The study demonstrates the extent to which construction consultant selection criteria are relevant to client satisfaction. It shows that SDA is the most important predictor of clients’ satisfaction with consultancy services. The results are helpful for grouping consultant selection criteria in future studies, and in guiding clients on the weights to assign to consultant selection criteria during tender evaluation.