Rethinking client value within construction contracting services

Abstract

Purpose The purpose of this paper is to improve the understanding of what clients value from contractors’ services. Understanding client values and the way by which clients perceive value will contribute to client-perceived value within contracting services. Design/methodology/approach A literature review was conducted to understand how clients perceive value in the construction industry. In addition, conducting expert interviews and document analysis helped in achieving the research purpose. Findings The findings show that values associated with time, cost and quality can be considered as important client values, while they are not exclusive values for assessing contractor service anymore. Construction clients are concerned about health and safety, low rate of environmental impact, guarantees, creativity, technology transfer, value for money, reliability and tangibles of their contractors’ services. In addition, they value their contractors’ behaviour, attitude and professionalism. Research limitations/implications The study has disseminated different client values, through classified outcomes, to make the knowledge area more available to construction service providers. This study’s findings helped in understanding client values and how clients perceive value from contractors’ services. With this information, contractors are able to provide better services to clients. Satisfactory delivery of the values identified in this study is believed to have the greatest impact on client-perceived value within contracting services. Developing a management strategy that recognises, prioritises and satisfactorily delivers these values is essential to ensure that highest level of client-perceived value is achieved. Originality/value The construction literature is focussed on traditional values related to time, cost and quality, while this study highlighted the role of values such as trust, commitment, communication and other non-result-ordinated values essential for achieving client satisfaction. This study’s findings proposed a new practical assessment concept to value construction contractor services.