The Invisible Water Utility

The Invisible Water Utility was a PhD research project about the relationship between customer perception and employee behaviour.

Water utilities strive to render their services invisible to customers by emphasising a high level of reliability. In the developed world this reliability has moved water to the background of everyday life. This research project investigated the value proposition of water services within the Service-Dominant Logic model of marketing.

If you are interested in water utility marketing, then please consider reading Customer Experience Management for Water Utilities publishing by IWA. The article on this website illustrate various aspects of the research.

Customer Experience Management for Water Utilities: Marketing Urban Water Supply

Customer Experience Management for Water Utilities: Marketing Urban Water Supply

Practical framework for water utilities to become more focused on their customers following Service-Dominant Logic.

IWA Publishing

Consumer involvement measures how much customers care. This article explains measuring the Personal Involvement Inventory using factor analysis in R.
Factor Analysis in R: Measuring Consumer Involvement
Consumer involvement measures how much customers care. This article explains measuring the Personal Involvement Inventory using factor analysis in R.
Data Science Marketing
Hydroinformatics RStats Invisible Water Utility
This tap water sentiment analysis looks at a corpus of tweets about tap water to better understand people's attitudes to tap water.
Tap Water Sentiment Analysis using Twitter and Tidytext
This tap water sentiment analysis looks at a corpus of tweets about tap water to better understand people's attitudes to tap water.
Data Science
Hydroinformatics RStats Invisible Water Utility
Balanced centricity goes beyond customer centricity places organisations within the context of their society and natural environment.
Towards Balanced Centricity: Moving Beyond Customer Focus
Balanced centricity goes beyond customer centricity places organisations within the context of their society and natural environment.
Marketing
Invisible Water Utility
Research into water quality perceptions and how it relates to consumer involvement in tap water services.
Service Quality Perception in Tap Water
Research into water quality perceptions and how it relates to consumer involvement in tap water services.
Marketing
Invisible Water Utility
Tap water is an undifferentiated and unbraded commodity service and the utility is invisible. How do you implement water utility branding?
Water Utility Branding: What is your Utility's Personality?
Tap water is an undifferentiated and unbraded commodity service and the utility is invisible. How do you implement water utility branding?
Marketing
Invisible Water Utility
Review of Communicating Water's Value by Melanie Goetz. This book describes using marketing techniques to increase the value of water.
Communicating Water's Value by Melanie Goetz: Book Review
Review of Communicating Water's Value by Melanie Goetz. This book describes using marketing techniques to increase the value of water.
Marketing
Invisible Water Utility
Through my review of using marketing theory in the provision of tap water services I have found three tap water paradoxes. Can these paradoxes be dissolved?
Dissolve the Three Tap Water Paradoxes or Manage Ambiguity?
Through my review of using marketing theory in the provision of tap water services I have found three tap water paradoxes. Can these paradoxes be dissolved?
Marketing
Invisible Water Utility
The Engineering-Marketing Interface is about the relationship between engineers and customer-facing employees in water utilities.
The Engineering-Marketing Interface in Water Utilities
The Engineering-Marketing Interface is about the relationship between engineers and customer-facing employees in water utilities.
Marketing
Invisible Water Utility