https://doi.org/10.24928/2018/0393

Evaluation of Customer Value by Building Owners in the Construction Process

Janosch Dlouhy1, Stephan Wans2 & Shervin Haghsheno3

1Research Fellow, Karlsruhe Institute of Technology, Germany, +49-721-608-42168, janosch.dlouhy@kit.edu
2M.Sc. Student, Karlsruhe Institute of Technology, Germany, +49-163-249-7705, stephan.wans@alumni.kit.edu
3Professor, Karlsruhe Institute of Technology, Germany, +49-721-608-42646, shervin.haghsheno@kit.edu

Abstract

Lean Construction is mainly linked to the creation of value for the client/customer. Rarely do construction publications address methods or models to understand, determine, or define the core concept of this value. This paper gives an overview of existing approaches outside the construction sector and their applicability to the construction process is analyzed. The Means-End Model – widely used in scientific customer studies outside the Lean Construction context – is then investigated further and the Customer Value in the construction process is structured according to it.

Keywords

Value, Customer, Client, Building Owner, Value Management, Means-End Model.

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Reference

Dlouhy, J. , Wans, S. & Haghsheno, S. 2018, 'Evaluation of Customer Value by Building Owners in the Construction Process' In:, 26th Annual Conference of the International Group for Lean Construction. Chennai, India, 18-20 Jul 2018. pp 199-208

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