This research has resulted in a book about using marketing theory to manage customer experiences in water utilities. If you are interested in water utility marketing, then please consider reading Customer Experience Management for Water Utilities, available from IWA Publishing.
The notion of customer centricity is being challenged by some marketing scholars. This post introduces balanced centricity to move beyond marketing dogma. Balanced centricity means that the needs of a...Read More
A pilot study into the effect of service involvement and financial hardship on service quality perception by customers of water utilities. This research was presented as a poster at the 2015 OzWater c...Read More
The literature on managing water utilities is dominated by technical tomes on how to implement the latest engineering developments to improve services. Engineers often see marketing as peripheral to t...Read More