Perceived customer involvement and organizational design in project business

Kimmo Alajoutsijärvi, Tuija Mainela, Risto Salminen and Pauliina Ulkuniemi

Scandinavian Journal of Management, 2012, vol. 28, issue 1, 77-89

Abstract: Although there is a considerable amount of academic literature on project business firms, there is relatively little research on the role of the customer in the organizational design adopted by those project business firms. Understanding the specifics of customer relationships and the related interaction needs is important for managers wishing to organize the customer interface. The present study examines the relationship between perceived customer involvement and internal organizational design in different types of project business firms. Research on project based organizations is combined with research on project marketing to define the differentiating dimensions of organizing logics in the project business. An exploratory case study further elaborates the theoretical dimensions. Finally, four empirically grounded configurations of organizing logics in project businesses are synthesized. They illustrate the ways in which the forms of perceived customer involvement are intertwined with the unique character of projects and the coordination of work in project businesses.

Keywords: Project business; Customer involvement; Organizational design; Organizing logic (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1016/j.scaman.2011.07.001

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