Laoudis, D; (2005) "Minimising clients' surprise" case study: The Lofos Edison. Doctoral thesis , UCL (University College London).

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Abstract

The first goal of every firm is to achieve the satisfaction of its clients and through this to increase their reputation in the market that results a larger share of the total market sales. Construction is a services industry (Winch 1999). Services output usually is not physical and therefore the need to achieve this reputation is far greater for every firm operating in the services sector compared to product industries. This paper is trying to present and justify a very important theory that Winch developed in 1998. The key concept of this theory is the minimisation of clients' surprise in a construction project that results the satisfaction of the final buyer of the construction output identifies the reasons that cause the existence of this phenomenon and its effects. At the same time in a later stage with a very successful case study that is the "Lofos Edison Project" shows how a consortium of contractors of the most reputable Greek companies deal with this phenomenon and at the same manage to satisfy their clients. The analysis examines in a descriptive and at same time practical format that the theoretical principles of the examined theory, finds application in this particular project and at the same time identifies its validity. Finally it proves that if a company decide to apply the theoretical principles in a project contributes to its success.

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