Journal Club: Communication

Below is an awesome example of the impact communication can have on client satisfaction. Check it out and let me know what you think!

Diegmann, P., Basten, D., & Pankratz, O. (2017). Influence of Communication on Client Satisfaction in Information System Projects: A Quantitative Field Study.

Favorite article quotes:

Client satisfaction is crucial for a vendor's reputation and the decisions about follow-up projects. This criterion can only be met if the client perceives the course of a project to be frictionless.

Long-term objectives, such as achieving business goals, seem to be considered more important than adherence to budget and schedule as short-term goals.

Studies concerning success/failure of IS projects commonly refer to budget and schedule overruns. However, the results suggest that process expectations (i.e., time and budget) are less influential than product expectations….Even projects that do not meet process performance expectations can be successful if clients are satisfied with product performance.

I hope you enjoy this great read as much as I did!