Universität zu Köln

Diegmann, Phil ORCID: 0000-0002-9845-5112, Basten, Dirk and Pankratz, Oleg (2017). Influence of Communication on Client Satisfaction in Information System Projects: A Quantitative Field Study. Project Management Journal, 48 (1). pp. 81-99. ISSN 8756-9728

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Abstract

This study illuminates the role of client–vendor communication in relation to project performance and client satisfaction in information system projects. Results from a field study with managers on the client side suggest that both process and product performance positively influence the confirmation of expectations; however, process expectations do not, which might be due to the normality of budget and schedule overruns. Furthermore, client–vendor communication wields an important influence on client satisfaction. Future research should address the contributions of different communication mediums and contrast agile and non-agile projects.

Item Type:	Journal Article
Creators:	Creators Email ORCID ORCID Put Code Diegmann, Phil diegmann@wiso.uni-koeln.de orcid.org/0000-0002-9845-5112 UNSPECIFIED Basten, Dirk UNSPECIFIED UNSPECIFIED UNSPECIFIED Pankratz, Oleg UNSPECIFIED UNSPECIFIED UNSPECIFIED
URN:	urn:nbn:de:hbz:38-100628
DOI:	10.1177/875697281704800106
Journal or Publication Title:	Project Management Journal
Volume:	48
Number:	1
Page Range:	pp. 81-99
Date:	1 February 2017
ISSN:	8756-9728
Language:	English
Faculty:	Faculty of Management, Economy and Social Sciences
Divisions:	Weitere Institute, Arbeits- und Forschungsgruppen > Cologne Institute for Information Systems (CIIS) Faculty of Management, Economics and Social Sciences > Business Administration > Information Systems > Professorship for Integrated Information Systems
Subjects:	Management and auxiliary services
Refereed:	Yes
URI:	http://kups.ub.uni-koeln.de/id/eprint/10062