Abstract
Despite the increased attention of road agencies towards the needs of infrastructure stakeholders, little is known about how the satisfaction or dissatisfaction of infrastructure stakeholders with the agencies’ service provision is formed. This paper explores the relationship between expectation, experience and satisfaction of infrastructure stakeholders affected by road maintenance from the perspective of public agencies. Drawing upon data collected during a road maintenance project in the Netherlands it shows that expectations only played a minor role in the formation of satisfaction and concludes that road agencies should direct their effort from trying to determine and meet stakeholder expectations to allowing stakeholders to experience the improvements of a maintenance project.
| Original language | English |
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| Title of host publication | Working paper series, proceedings of the engineering project organization conference (EPOC 2012), July 10-12, 2012, Rheden, The Netherlands |
| Editors | A. Javernick-Will, P. Chinowsky |
| Place of Publication | Estes Park, Colorado |
| Publisher | University of Colorado |
| Pages | 1-19 |
| Publication status | Published - 10 Jul 2012 |
| Event | Engineering Project Organization Conference, EPOC 2012 - Rheden, Netherlands Duration: 10 Jul 2012 → 12 Jul 2012 http://www.epossociety.org/EPOC2012/index.htm |
Publication series
| Name | |
|---|---|
| Publisher | University of Colorado |
Conference
| Conference | Engineering Project Organization Conference, EPOC 2012 |
|---|---|
| Abbreviated title | EPOC |
| Country/Territory | Netherlands |
| City | Rheden |
| Period | 10/07/12 → 12/07/12 |
| Internet address |
Keywords
- METIS-287611
- IR-81183