Transforming Referral-Based Marketing in Small Architecture Firms: A Value-Centric and Multichannel Approach
DOI:
https://doi.org/10.38035/dijefa.v7i3.7137Keywords:
architectural firms, professional service marketing, multichannel marketing, customer journey, customer engagementAbstract
Despite possessing strong technical expertise, many small architectural firms continue to experience stagnant business growth because professional competence is not effectively translated into customer trust and market visibility. This study aims to identify the key marketing challenges encountered by small architectural firms and develop an integrated marketing framework that supports sustainable business growth. An exploratory qualitative multiple-case study was conducted involving two Indonesian architectural firms and ten clients selected through purposive sampling. Data were collected through semi-structured interviews, observations, and document analysis, and analyzed using reflexive thematic analysis. The findings reveal three interconnected marketing challenges: the Verification Gap, where offline reputation fails to generate digital trust; the Silent Value, where professional expertise is not translated into customer-perceived value; and the Loyalty Paradox, where satisfied clients rarely become digital advocates. Building on these findings, this study proposes the Multichannel Value Communication Model (MVCM), which integrates digital validation, value-centric communication, and continuous customer engagement into a unified multichannel marketing strategy. The proposed model offers both theoretical and managerial contributions by providing a practical framework for strengthening digital credibility, communicating professional value, and converting customer satisfaction into sustainable business growth.
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