Selecting a professional service provider from the short list

Ellen Day · Hiram C. Barksdale

78 citations0/0 files storedJournal of Business and Industrial Marketing

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Customer Service Quality and Loyalty Multi-Criteria Decision Making Employer Branding and e-HRM

Abstract

Going from the short list to winning the contract is critical to a professional service provider, yet relatively few studies have investigated selection criteria used in this last stage of the selection process. This paper presents a qualitative study that examined the dynamics of the selection process, identified decision criteria which business and organizational clients use when selecting a professional service provider from their short lists, and investigated ways in which client firms assess competing professional service providers on intangible attributes, e.g. personal chemistry. Clients who had recently awarded a contract to a firm in the “built environment” industry (e.g. an architectural and engineering firm) were sampled. Their responses to open‐ended questions provided rich data that revealed factors considered in the selection of a professional service provider in the final presentation/interview stage and yielded insights into nuances of the selection process. Managerial recommendations for getting from the short list to the contract are presented.

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References

2017The Discovery of Grounded Theory 1994The Commitment-Trust Theory of Relationship Marketing 2006Qualitative research: Methods in the social sciences 1997An Examination of the Nature of Trust in Buyer-Seller Relationships 1988Alternative Ways of Seeking Knowledge in Consumer Research 1977Marketing Professional Services 2002Integrated Advertising, Promotion and Marketing Communications 1996Organizational buying behavior: past performance and future expectations

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