Kundvärdepåverkan i projektledningstjänster : En fallstudie av kundvärdepåverkande faktorer för projektledningstjänster i infrastrukturbranschen

Project management has an important function when it comes to how infrastructure projects are planned and executed today. The rapid development in the industry as well as increased competition has led focus to how these services can be developed and what in these services affects customer value. The industry for infrastructure consultants is moving towards more pressured margins at the same time as costs of consultants are increasing. In order to meet more demanding customers and an increasing price pressure on project management services, it is important to examine the factors that influence customer value for project management services in the infrastructure industry. The purpose of the study is to investigate what influences customer value in project management services and how. To answer the purpose of the study, a theoretical frame of reference was designed. The theoretical frame of reference is based on the factors relationships, quality, price and value network which from a theoretical perspective are considered to be customer value influencing. It is these factors that form the basis of the study’s model of analysis and interview guide which is used to analyze the study's empirical data. The empirical basis of the study consists of respondents from both the study's case company and customers of the case company. The study resulted in showing that several components of the study's main factors could be considered value influencing. The relationship with the customer is considered an important factor in creating customer value, with communication and customer understanding as important sub-factors. An important individual component connected customer value was the project management consultant. This since the consultant has great exposure to the company's customers