Abstract
Stakeholder relationship management (SRM) remains critical to the attainment of successful project outcomes. This is particularly the case in the construction industry: an industry often described as considerably fragmented and project-based with a multiplicity of stakeholders with vested interests. Burgeoning incidences of project failure has been attributed to poor SRM. A lot of studies investigating stakeholder management exist, yet a paucity of studies looking into SRM has been noticed. Most of these studies have sought to investigate the phenomenon from a client perspective without taking cognizance of the contractor’s role in SRM. Also, the tendency of these studies to overlook stakeholder dynamics as it concerns power, uncertainty, etc. during various stages of the project lifecycle is observed. These are the gaps which this study will seek to fill relying on the customer relationship model (CRM) theoretical lens. A multi-case study research design is proposed. Different contractor organizations were selected based on a set of predetermined criteria. A plethora of within-case interviews and document reviews will be utilized in eliciting data concerning the approach adopted by construction contractors for managing extant relationships with critical stakeholders. The data was analysed thematically. It is expected that success factors will result from the elicited narratives. The following success factors for effective management of stakeholder relationship management emerged from the interviews and documents: Communication, understanding of stakeholders, the different types of stakeholders and type of project, management, and interpersonal skills, collaboration, engagement, and conflict management. This artefact will be compared to different CRM models to identify probable success factors for engendering effective stakeholder relationship management. Furthermore, the study’s findings will seek to contribute towards the development of a contractor-centric stakeholder relationship management framework for the Botswana construction industry.
Highlights
Construction industry clients have continued to grapple with increasing rates of dissatisfaction with project delivery outputs
The research question is what are the success factors for the effective management of stakeholder relationships for contractor firms in the Botswana construction industry? Based on the foregoing and seeming inability of the extant Stakeholder relationship management (SRM) models to cater effectively for the dynamics experienced by the contractors in the management of stakeholder relationships in construction projects, this study seeks to explore the utility of customer relationship model (CRM) models in catering to this gap
This paper had success factors that emerged from the themes of the three case studies in the construction industry of Botswana
Summary
Construction industry clients have continued to grapple with increasing rates of dissatisfaction with project delivery outputs. Contracting organizations have been at the receiving end for the heightening levels of client dissatisfaction observed in the industry This much is buttressed in a study by BIDP [11] wherein it was stated that: “Delays are common to construction projects in Botswana and contractors have often been unfairly singled out as the main culprits even when the delay was of a much more complex problem involving several stakeholders”. This implies that contractors and contracting organizations in construction have a salient role to play in engendering improved project delivery via effective management of relationships with stakeholders. The research question is what are the success factors for the effective management of stakeholder relationships for contractor firms in the Botswana construction industry? Based on the foregoing and seeming inability of the extant SRM models to cater effectively for the dynamics experienced by the contractors in the management of stakeholder relationships in construction projects, this study seeks to explore the utility of CRM models in catering to this gap
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