ABSTRACT
Introduction Organizations in construction have been slow to develop customer-or client-care programmes, which may provide a number of important benefits. It may help to differentiate them from the competition in highly competitive markets, improve perceptions of their clients and their professional advisors, increase client satisfaction with the services provided, encourage loyalty and create a reputation for being a caring and client-orientated organization. Internally, the construction company may benefit from improved staff morale, increased employee participation and foster internal customer/supplier relationships.
