An explorative study on the relationship between stakeholder expectation, experience and satisfaction in road maintenance

Andreas Hartmann, M. Hietbrink

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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 languageEnglish
Title of host publicationWorking paper series, proceedings of the engineering project organization conference (EPOC 2012), July 10-12, 2012, Rheden, The Netherlands
EditorsA. Javernick-Will, P. Chinowsky
Place of PublicationEstes Park, Colorado
PublisherUniversity of Colorado
Pages1-19
Publication statusPublished - 10 Jul 2012
EventEngineering Project Organization Conference 2012 - Rheden, Netherlands
Duration: 10 Jul 201212 Jul 2012
http://www.epossociety.org/EPOC2012/index.htm

Publication series

Name
PublisherUniversity of Colorado

Conference

ConferenceEngineering Project Organization Conference 2012
Abbreviated titleEPOC 2012
CountryNetherlands
CityRheden
Period10/07/1212/07/12
Internet address

Keywords

  • METIS-287611
  • IR-81183

Cite this

Hartmann, A., & Hietbrink, M. (2012). An explorative study on the relationship between stakeholder expectation, experience and satisfaction in road maintenance. In A. Javernick-Will, & P. Chinowsky (Eds.), Working paper series, proceedings of the engineering project organization conference (EPOC 2012), July 10-12, 2012, Rheden, The Netherlands (pp. 1-19). Estes Park, Colorado: University of Colorado.