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Client perceived value in quality consultancy relationships

Murphy, Raymond Peter (2002)
Ph.D. thesis, University of Birmingham.

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Abstract

This thesis makes a generalisable contribution to the development of a dynamic relationship approach to the theory and practice of quality management in professional services. A value generation system and practitioner tools are proposed as a result of a synthesis of literature from multiple disciplines, grounded in empirical research. The methodology involves an analysis of detailed case studies carried out by the author when acting as a consultant researcher. This is supported by the findings of a skills questionnaire sent to client contacts who had experienced ISO 9000 consultancy, together with a key incident survey of satisfying and dissatisfying incidents. Customer service research provides an analysis of customer perceived value within a service exchange (Zeithaml et al, 1990; Ghobadian et al, 1994; Patterson et al, 1997; Groth and Dye, 1999). Relationship marketing literature provides an analysis of customer perceived value in a relationship between two organisations (Halinen, 1997; Hakansson, 1995; Storbacka et al, 1994; Payne, 1995; Juttner et al, 1994, Ford et al, 1998). A relationship process structure identified in counselling literature is shown to be complementary to consultancy at the episode level. Comparable higher relationship levels relating to the assignment process and account development processes are identified within consultancy and relationship marketing literature respectively and integrated within the proposed system. A critique of the registration approach to quality management systems (ISO 9000: 1994 and its successor ISO 9000: 2000) is included as a necessary factor in forming an opinion about the generalisability of the research findings.

Type of Work:Ph.D. thesis.
Supervisor(s):Tann, Jennifer (1939-)
School/Faculty:Schools (1998 to 2008) > School of Business
Department:Department of Commerce
Subjects:HD28 Management. Industrial Management
HF Commerce
Institution:University of Birmingham
Library Catalogue:Check for printed version of this thesis
ID Code:308
This unpublished thesis/dissertation is copyright of the author and/or third parties. The intellectual property rights of the author or third parties in respect of this work are as defined by The Copyright Designs and Patents Act 1988 or as modified by any successor legislation. Any use made of information contained in this thesis/dissertation must be in accordance with that legislation and must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the permission of the copyright holder.
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