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Phil Diegmann
Research

Project Management Journal 48(1), 81–99 · 2017

Influence of Communication on Client Satisfaction in Information System Projects: A Quantitative Field Study

Diegmann, P., Basten, D., Pankratz, O.

Paper

Communication practice is a lever for client satisfaction that project managers control directly.

My role: first and corresponding author. Led all stages of the study.

Study

A survey-based field study using PLS path modelling. Product and process performance both positively influence the confirmation of client expectations. Client–vendor communication has a strong influence on client satisfaction. Expectations about the process were not themselves related to satisfaction, plausibly because budget and schedule overruns are treated as normal.

Why it matters in practice

Client satisfaction depends on communication routines that project managers can set deliberately.