Stakeholder expectation and satisfaction in road maintenance

M. Hietbrink*, A. Hartmann, G.P.M. Dewulf

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

63 Downloads (Pure)

Abstract

Understanding the process of stakeholder satisfaction is a prerequisite for successful stakeholder management. The expectancy disconfirmation model describes the process of stakeholder satisfaction by relating customers’ satisfaction with a product or service to discrepancy between the perceived performance of and the prior expectations about the product or service. Although a few authors have applied the model to investigate citizens’ overall satisfaction with local government services, little research has been undertaken using the model to examine satisfaction with public-sector projects. This paper addresses the relationship between stakeholder expectation and satisfaction in road maintenance. The expectancy disconfirmation model was used to investigate the expectations stakeholders had about the influence of road maintenance on the performance of the road during and after maintenance. Data were gathered on stakeholders’ expectations of a maintenance project before the project started, and on stakeholders’ perception of and the overall satisfaction with the project after the project was finished. The paper pays particular attention to the influence of the disconfirmation of expectations on the satisfaction with the maintenance project. Based on that, conclusions are drawn for managing stakeholders’ expectations in road maintenance.
Original languageEnglish
Title of host publicationTransport Research Arena 2012
EditorsPanos Papaioannou
PublisherElsevier
Pages266-275
Number of pages10
DOIs
Publication statusPublished - 23 Apr 2012
Event4th Transport Research Arena, TRA 2012: Sustainable Mobility through Innovation - Athens, Greece
Duration: 23 Apr 201226 Apr 2012
Conference number: 4

Publication series

NameProcedia - Social and Behavioral Sciences
PublisherElsevier
Volume48
ISSN (Print)1877-0428

Conference

Conference4th Transport Research Arena, TRA 2012
Abbreviated titleTRA
CountryGreece
CityAthens
Period23/04/1226/04/12

Fingerprint

Stakeholders
Roads
Disconfirmation
Stakeholder satisfaction
Expectancy
Customer satisfaction
Local government
Public sector
Stakeholder relationships
Discrepancy
Stakeholder management
Government services

Keywords

  • Stakeholder
  • Expectations
  • Satisfaction
  • Expectancy disconfirmation
  • Maintenance

Cite this

Hietbrink, M., Hartmann, A., & Dewulf, G. P. M. (2012). Stakeholder expectation and satisfaction in road maintenance. In P. Papaioannou (Ed.), Transport Research Arena 2012 (pp. 266-275). (Procedia - Social and Behavioral Sciences; Vol. 48). Elsevier. https://doi.org/10.1016/j.sbspro.2012.06.1007
Hietbrink, M. ; Hartmann, A. ; Dewulf, G.P.M. / Stakeholder expectation and satisfaction in road maintenance. Transport Research Arena 2012. editor / Panos Papaioannou. Elsevier, 2012. pp. 266-275 (Procedia - Social and Behavioral Sciences).
@inproceedings{6798dbe8db9c443d970f9a2ce00f125f,
title = "Stakeholder expectation and satisfaction in road maintenance",
abstract = "Understanding the process of stakeholder satisfaction is a prerequisite for successful stakeholder management. The expectancy disconfirmation model describes the process of stakeholder satisfaction by relating customers’ satisfaction with a product or service to discrepancy between the perceived performance of and the prior expectations about the product or service. Although a few authors have applied the model to investigate citizens’ overall satisfaction with local government services, little research has been undertaken using the model to examine satisfaction with public-sector projects. This paper addresses the relationship between stakeholder expectation and satisfaction in road maintenance. The expectancy disconfirmation model was used to investigate the expectations stakeholders had about the influence of road maintenance on the performance of the road during and after maintenance. Data were gathered on stakeholders’ expectations of a maintenance project before the project started, and on stakeholders’ perception of and the overall satisfaction with the project after the project was finished. The paper pays particular attention to the influence of the disconfirmation of expectations on the satisfaction with the maintenance project. Based on that, conclusions are drawn for managing stakeholders’ expectations in road maintenance.",
keywords = "Stakeholder, Expectations, Satisfaction, Expectancy disconfirmation, Maintenance",
author = "M. Hietbrink and A. Hartmann and G.P.M. Dewulf",
year = "2012",
month = "4",
day = "23",
doi = "10.1016/j.sbspro.2012.06.1007",
language = "English",
series = "Procedia - Social and Behavioral Sciences",
publisher = "Elsevier",
pages = "266--275",
editor = "Panos Papaioannou",
booktitle = "Transport Research Arena 2012",

}

Hietbrink, M, Hartmann, A & Dewulf, GPM 2012, Stakeholder expectation and satisfaction in road maintenance. in P Papaioannou (ed.), Transport Research Arena 2012. Procedia - Social and Behavioral Sciences, vol. 48, Elsevier, pp. 266-275, 4th Transport Research Arena, TRA 2012, Athens, Greece, 23/04/12. https://doi.org/10.1016/j.sbspro.2012.06.1007

Stakeholder expectation and satisfaction in road maintenance. / Hietbrink, M.; Hartmann, A.; Dewulf, G.P.M.

Transport Research Arena 2012. ed. / Panos Papaioannou. Elsevier, 2012. p. 266-275 (Procedia - Social and Behavioral Sciences; Vol. 48).

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

TY - GEN

T1 - Stakeholder expectation and satisfaction in road maintenance

AU - Hietbrink, M.

AU - Hartmann, A.

AU - Dewulf, G.P.M.

PY - 2012/4/23

Y1 - 2012/4/23

N2 - Understanding the process of stakeholder satisfaction is a prerequisite for successful stakeholder management. The expectancy disconfirmation model describes the process of stakeholder satisfaction by relating customers’ satisfaction with a product or service to discrepancy between the perceived performance of and the prior expectations about the product or service. Although a few authors have applied the model to investigate citizens’ overall satisfaction with local government services, little research has been undertaken using the model to examine satisfaction with public-sector projects. This paper addresses the relationship between stakeholder expectation and satisfaction in road maintenance. The expectancy disconfirmation model was used to investigate the expectations stakeholders had about the influence of road maintenance on the performance of the road during and after maintenance. Data were gathered on stakeholders’ expectations of a maintenance project before the project started, and on stakeholders’ perception of and the overall satisfaction with the project after the project was finished. The paper pays particular attention to the influence of the disconfirmation of expectations on the satisfaction with the maintenance project. Based on that, conclusions are drawn for managing stakeholders’ expectations in road maintenance.

AB - Understanding the process of stakeholder satisfaction is a prerequisite for successful stakeholder management. The expectancy disconfirmation model describes the process of stakeholder satisfaction by relating customers’ satisfaction with a product or service to discrepancy between the perceived performance of and the prior expectations about the product or service. Although a few authors have applied the model to investigate citizens’ overall satisfaction with local government services, little research has been undertaken using the model to examine satisfaction with public-sector projects. This paper addresses the relationship between stakeholder expectation and satisfaction in road maintenance. The expectancy disconfirmation model was used to investigate the expectations stakeholders had about the influence of road maintenance on the performance of the road during and after maintenance. Data were gathered on stakeholders’ expectations of a maintenance project before the project started, and on stakeholders’ perception of and the overall satisfaction with the project after the project was finished. The paper pays particular attention to the influence of the disconfirmation of expectations on the satisfaction with the maintenance project. Based on that, conclusions are drawn for managing stakeholders’ expectations in road maintenance.

KW - Stakeholder

KW - Expectations

KW - Satisfaction

KW - Expectancy disconfirmation

KW - Maintenance

U2 - 10.1016/j.sbspro.2012.06.1007

DO - 10.1016/j.sbspro.2012.06.1007

M3 - Conference contribution

T3 - Procedia - Social and Behavioral Sciences

SP - 266

EP - 275

BT - Transport Research Arena 2012

A2 - Papaioannou, Panos

PB - Elsevier

ER -

Hietbrink M, Hartmann A, Dewulf GPM. Stakeholder expectation and satisfaction in road maintenance. In Papaioannou P, editor, Transport Research Arena 2012. Elsevier. 2012. p. 266-275. (Procedia - Social and Behavioral Sciences). https://doi.org/10.1016/j.sbspro.2012.06.1007