Some empirical observations of service quality in construction

Peter E D Love, J. Smith, G. J. Treloar, H. li

Research output: Contribution to journalReview articleResearchpeer-review

34 Citations (Scopus)


Architectural and engineering firms (design firms) have eschewed implementing quality assurance (QA) and other subsequent aspects of quality such as continuous improvement. Their reluctance to embrace QA has been found to be a contributing factor in the production of poor quality contract documentation. Missing, conflicting and erroneous information contained within contract documentation are major sources of rework and customer dissatisfaction in construction projects. If design firms are to significantly improve the quality of the service they provide, they should implement ISO 9000 quality management and assurance standards. By implementing such standards, it is suggested that design firms will be able to contribute more effectively to the value adding process in the construction supply chain. It is argued that the service offered by design firms should be viewed as a key component of value that drives its success. Therefore, because rework is a major source of dissatisfaction in projects, a case study was used to determine how its occurrence inhibited value creation and thus the quality of service provided. From the case study findings, the need for design firms to implement ISO 9000 quality management and assurance standards so as to improve their service quality is discussed.

Original languageEnglish
Pages (from-to)191-201
Number of pages11
JournalEngineering, Construction and Architectural Management
Issue number2
Publication statusPublished - 1 Feb 2000
Externally publishedYes


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