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Title: A model of project stakeholder satisfaction
Author: Lynch, Robert
Awarding Body: Liverpool John Moores University
Current Institution: Liverpool John Moores University
Date of Award: 2012
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Purpose - To provide a unifying paradigm of project success by developing a generic model of project stakeholder satisfaction, through identifying the various theoretical constructs that contribute to it, researching their nature, relationship, dynamics and identifying any mechanisms involved. Design/methodology/approach - Initially from the project literature success and satisfaction were reviewed from the traditional approach of stakeholders and success criteria, however, a number of complementary constructs were found to contribute to stakeholder satisfaction. The multi-disciplined approach allowed the inductive development of two conceptual models the first related to the antecedents of satisfaction and the second related to a model of project stakeholder satisfaction. The conceptual models were reviewed in a case study setting consisting of experienced project team members involved in two concurrent projects taking place locally. The technique used to review and develop the model with the case study members was predominately a structured interview, however, where necessary and in order to capture the richness of qualitative data from the informants this technique was supplemented by the critical incident technique. Findings - The proposed models have implications both at theoretical and applied levels. The mapping and sequencing of satisfaction identifying how success criteria, service quality and value construct contribute to stakeholder satisfaction provides an explanation of the antecedents of satisfaction. The Model of Project Stakeholder Satisfaction identifies the influences, relationships and dynamics involved in the determination of stakeholder project satisfaction. The study also provides a success criteria hierarchy of twelve components, (four that relate to the output of a project and eight that relate to how project is delivered) that contribute to the satisfaction equation. The study also develops the argument that the formation of stakeholder attitude provides a natural boundary of when stakeholder satisfaction should be measured.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (Ph.D.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available