Winch, Graham; Usmani, Aalia; Edkins, Andrew - In: Construction Management and Economics 16 (1998) 2, pp. 193-207
This paper presents a critique of existing approaches to the management of projects and the definition of project …, the paper focuses on quality management, and places the minimization of client surprise at the heart of the assessment of … project success. As an alternative, a gap analysis approach, derived from the service quality management literature, is …