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| Author: | Simsarian Webber, S. Klimoski, R. J. |
| Title: | Client-project manager engagements, trust, and loyalty |
| Journal: | Journal of Organizational Behavior
2004 : DEC, VOL. 25:8, p. 997-1013 |
| Index terms: | Clients Managers Trust |
| Language: | eng |
| Abstract: | This article examines how client loyalty is formed between project managers and clients under conditions of client cognitive and affective trust. The theoretical framework is tested using responds from a survey conducted with project managers in three information technology service organizations and their correspondent clients. The results indicate that reliable project performance affects client's intentions to work with the same service in the future. However, the performance did not impact secondary retention, and to increase it, project managers have to engage in service-oriented organizational citizenship behaviors (OCBs). |
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