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This paper presents a sustainability assessment model to holistically guide sustainable construction and green retrofitting of affordable housing from the Ghanaian perspective.

A comprehensive review was carried out, which yielded 16 sustainability indicators. Then, a questionnaire survey was conducted among respondents in the Ghanaian housing sector. Forty-seven valid responses were received and analysed using fuzzy synthetic evaluation (FSE) technique.

A four-index model was developed that includes: Housing and Transportation (H + T) index, household-satisfaction index, efficient stakeholder-management index and quality-related index. These indices account for 25.3%, 26.3%, 23.6% and 24.9% of sustainability attainment in affordable housing, respectively. Accordingly, household-satisfaction has the greatest contribution to sustainability attainment in affordable housing.

Due to challenges in obtaining responses to the questionnaire, the study was conducted with relatively small number of responses.

The model serves as a tool that could be used to objectively and comprehensively assess sustainability performance in affordable housing. Besides, it could be used as a baseline to calibrate future projects and for benchmarking success levels of comparable housing projects. Finally, the estimated indices are applicable in decision making for optimum resource allocation for sustainable low-cost housing in the Ghanaian perspective.

The large number of stakeholders in a project is a source of complexity because their inter-relationships can lead to complex interactions, an inadequate understanding of the other stakeholders and conflicting stakeholder interests. Although several studies have investigated the role and effects of engaging stakeholders in improving project success, studies examining the relationships between stakeholder engagement (SE) and quantitative and qualitative project performance (PP) in complex projects (CPs) have been limited. This study empirically examined the relationships between SE and project performance within complex and non-CP contexts.

The study used an extensive literature review to develop the conceptual model. The study identified 22 factors of measuring SE and project performance’s association within the context of CPs. The literature review followed by a questionnaire survey to collect data from quantifying the relationships. One hundred forty-four responses were received from project managers in different locations. The response data were subjected to structural equation modelling analysis. Confirmatory factor analysis was applied to evaluate the measurements model.

The current study generated several key findings. In the context of CPs, SE was found to negatively affect quantitative PP but to positively and significantly affect qualitative PP. In non-CPs, SE also positively affects qualitative PP. Further, in the context of CPs, SE negatively affects schedule performance, whereas no significant relationship was found between the two variables in non-CPs. In terms of cost performance, no significant relationship was observed between SE and cost performance for either group.

This research provides insight into differences in the relationship(s) between SE and PP in non-complex and CPs. The research also makes recommendations for project team members.

This paper aims to propose a framework that puts the stakeholders at the forefront of achieving sustainability in the social context. This research, thus, argues that the social sustainability outcomes in construction are best achieved by taking into account the satisfactions of the stakeholders.

Based on sustainability and equity theories, a dynamic assessment model has been developed to evaluate the contributions of projects in a social context. Multiple stakeholders and their differing interests associated with the construction projects have been integrated using social network analysis. The mapping of the relationships between the project stakeholders, with respect to their relative stakes and seven social core functions, have been integrated in the assessment model.

The findings of this research suggest that the degree of satisfying the needs of diverse stakeholders is highly significant in achieving social sustainability performance of projects. Using a case study from Saudi Arabia, the applicability and significance of the assessment model has been demonstrated. The application of the model provides the opportunity to identify any problems and to enhance the overall performance of projects in the social context.

The functionality and efficacy of the model need to be further tested outside the Saudi Arabian region.

The research is original in the sense that for the first time, a novel approach has been developed, putting the stakeholders at the forefront of achieving sustainability outcomes in construction projects.

This study delves into the dynamics between Agile Response to Change (AR), Adaptive Scoping (AS), Stakeholder Engagement (SE) and Project Performance (PP), with a special focus on the moderating influence of Project Complexity (PC). The research, grounded in a thorough literature review, identifies critical gaps in these areas and examines the extent to which PC moderates the effects of AR, AS and SE on PP, offering new perspectives for managing complex projects.

The research develops a conceptual model based on a critical analysis of existing literature. A comprehensive questionnaire was designed, incorporating 28 items to measure AR, AS, SE, PP and PC. Data was collected from 136 project managers across various industries, and the responses were analysed using structural equation modelling (SEM) to explore the complex interplay between these variables.

The analysis revealed that internal AR (ARint) significantly enhances both quantitative (PPqt) and qualitative aspects of PP (PPql). AS and SE were found to positively influence PPql, but their impact on PPqt was not significant. Interestingly, PC was observed to negatively moderate the relationship between ARint and PPql, while its moderating effect on the relationship between ARint and PPql was not significant. The study also notes that PC does not significantly alter the positive correlations between AS, SE and PPql.

This research contributes to the existing body of knowledge by elucidating the relationships between ARint, AS, SE and different dimensions of PP. It uniquely explores the role of PC as a moderating variable in these relationships, offering valuable insights for practitioners and researchers in the field of complex project management.

To show how place managers can use feedback from their various stakeholders to improve satisfaction with the service that they provide.

The paper explores through the means of case study how the UK property industry and in particular, three major property owners are using stakeholder feedback to improve service. In particular, it looks at how to measure whether a town centre or commercial place is maximizing the delivery of benefits to its different stakeholders and once the evaluation has been undertaken how the results can be used to improve performance.

Stakeholder feedback can be a powerful catalyst for the improvement of service to stakeholders. The property industry in the UK is developing its skills at gathering and analysing stakeholder feedback. The paper also explores how the balanced scorecard approach can be used to achieve the alignment of individual responsibilities and stakeholder priorities.

Practitioners will be able to draw on the case studies which reveal practical lessons for place managers including the importance of a balanced approach to measurement, the careful analysis of customer feedback, targeted action planning and the accurate tracking of the impact of management action taken.

The case study material is previously unpublished.

The paper aims to propose an integrated reporting (IR) framework rooted in Freeman’s stakeholder theory (ST). The proposed framework modifies the international integrated reporting framework (IIRF) and aims to overcome criticisms related to its focus on investors and the abandonment of sustainability.

The paper develops a modified IIRF based on an in-depth analysis of the IR and ST literature. The framework was then applied to a non-profit health-care organisation to verify its theoretical assumptions.

The modified IIRF was conceived as a ready-to-use tool. By applying it to a business case, it was validated with respect to whether and how it could help achieve better and more stakeholder-oriented reporting. The findings enabled us to validate the use of the tool not only for reporting but also for the self-assessment of organisations with respect to embedding ST.

The modified IIRF was implemented only in one case, and further implementations are needed to comprehensively identify its strengths and weaknesses, both in for-profit and non-profit organisations.

The revised IIRF represents an updated tool for reporting and disclosing the value created by an organisation for itself and for its stakeholders including the external entities affected by the impacts engendered by the organisation. In this way, the IIRF can give visibility to all value created and the value creation process, including sustainability matters. This allows integrated thinking processes to be incorporated accordingly, supporting better management.

This paper suggests three adjustments to improve the IIRF’s ability to incorporate ST as a theoretical foundation. The adjusted IIRF is a ready to-use-tool specifically highlighting what value or values an organisation delivers (its outcomes), for whom (its stakeholders) and how (its specific business processes) within a business model effectively connecting them. From this point of view, it fits the rising stream about the evolution of the sustainability reporting fostered jointly by the international integrated reporting council and sustainability accounting standard board, and by the European Union.

Business management, quality management, service quality and customer service in public sectors.

This case is most relevant to upper-level undergraduate business students taking quality management, strategy and service management courses. It is also relevant to practitioners working in similar positions. The case is based on primary and secondary data, and all materials mentioned were taken from real work environments.

In contemporary competitive markets, all entities face a growing challenge to retain customers by satisfying them. In this case study of Ajman Free Zone Authority (AFZA), which is a public entity which was started in 1988 with the aim of boosting industrial development in Ajman, it is seen that the entity (AFZA) recognized a competitive advantage by improving service quality. However, AFZA focused on implementing various service quality improvement initiatives for not only customers, but also for other stakeholders as well (e.g. employees, strategic partners, suppliers and society). AFZA sought to understand stakeholders' needs, which led to service excellence. The purpose of this case is to highlight how AFZA differentiated itself by using initiatives that focused on disparate stakeholders to achieve customer satisfaction. The concepts of service quality (SERVQUAL), total quality management (TQM) and continuous improvement offer insights into how to improve organizational performance. It highlights how AFZA used Stakeholder Theory to identify and then collaborate with stakeholders to attain best service quality outcomes. The case study is developed using both secondary and primary sources.

After reading and analysing this case study, the student will be able to identify stakeholders in a service-based entity; apply Deming's Cycle or SERVQUAL to suggest improvement programmes; describe relationships among all stakeholders; and describe initiatives that contribute to service excellence.

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

Barnes’ Iron Triangle was one of the first attempts to evaluate project success based on time, cost and performance, which were portrayed as interdependent dimensions. Over time, these criteria were expanded and especially criteria taking the satisfaction of stakeholder groups into account are becoming more and more popular. The purpose of this paper is to find out whether specific patterns for the selection of project success criteria across various fields of applications emerged which has not been regarded in literature before. Furthermore, the authors seek to identify of additional key factors influencing project success assessment next to the choice of project success criteria.

The paper uses a review of recent literature published in academic journals, in standard references and in widespread project management frameworks (Organisational Competence Baseline, PRINCE2 and PMBoK Guide).

The findings show that Barnes’ ideas are an integral part of all approaches investigated in the study. Additionally, the relevance of the so-called “soft criteria” related to the satisfaction of stakeholder groups, could be substantiated. However, the authors found no indications that patterns for the selection of project success criteria have emerged across various fields of applications. Factors influencing project success assessment are not taken into account in the examined articles in a systematic manner. This motivates for further research in this field.

Access limitations, papers not yet digitally available or the interpretations have an impact on the results.

For appropriate project assessment the sound and well-rounded selection of hard and soft criteria and the consideration that not the field of application, but influencing factors yet to be analysed influence the selection of project success criteria are crucial. Project management professionals should choose the criteria suitable for their projects individually on a project-by-project basis.

This paper reveals that no patterns have so far been developed to assess project success in various fields of application. Furthermore, factors influencing project success assessment are not considered in a systematic manner.

The concept of value in relationship marketing is a theme of increasing interest. This paper examines the concepts of employee value, customer value and shareholder value and the linkages between them. It reviews research on the service‐profit chain framework and other related models and then discusses the extent to which linkage models or enterprise performance models, which integrate these components of value, have been adopted by organisations. An example is used to illustrate the adoption and use of an enterprise performance model. Implications for the retail financial services sector are considered.

The consideration of external stakeholders has proven to be more critical than internal stakeholders in construction projects. The purpose of this paper is to present the diverse expectations of external stakeholder groups, i.e. governmental authorities, general public, and affected local communities, in construction projects. The practical steps to manage the expectations are also outlined.

A three-stage methodology was adopted for the review. The primary terms “stakeholder,” “project participants,” or “project environment” were first searched in four popularly search engines and eight top journals that publish construction research to retrieve publications. After a second-stage filtering process, the selected data were then analyzed and reviewed in line with the objectives.

In total, 49 common expectations were identified and classified. The results indicate that each stakeholder group pursues expectations in line with the social, environmental, and economic sustainability objectives. For effective management, project managers (PMs) must know stakeholder opportunities and threats, fulfill social responsibilities, establish common goals, apply appropriate strategies, and enhance stakeholder satisfaction.

The identified expectations are only based on the selected publications. Even though the expectations have been categorized in line with the triple bottom line model, the relative importance of the expectations cannot be ascertained since there is no empirical support.

PMs can play safe by acknowledging the stakeholder expectations and employ such strategies to curtail resulting impacts and maximize mutual benefits. The list of expectations could also be used to promote equitable value optimization in projects, enhance needs fulfillment, and facilitate the evaluation of external stakeholder satisfaction.

This study provides a comprehensive checklist of construction stakeholder expectations which hitherto, is lacked in the literature. Moreover, practical steps to manage the expectations of external stakeholders have been discussed.