The Service-Recovery Paradox: Why Complaints are Good for an Organisation
The final part in this author blog series presents the service-recovery paradox and addresses how water utilities companies can use customer complaints to their advantage.
Internal Marketing: The Engineering-Marketing Interface
In the part four of five in our author blog series, Dr Peter Prevos indicates a tension between technicians and marketers in water utilities and the importance of "internal marketing" in addressing this, ultimately improving service quality.
Crafting Value Propositions for Water Utilities
In the third of a 5-part author blog series, Dr Peter Prevos explains how water is not only biologically crucial but a significant factor in our private and social behaviour.
The Water Utility Marketing Mix: Looking beyond Purity, Pressure, Pumps and Pipes
In the second of a 5-part author blog series, Dr Peter Prevos discusses his research into the water utility "marketing mix" and how this provides valuable insight into service quality.
Introducing Water Utility Marketing: Using Social Science to Create Customer Value
In the first of a 5-part author blog series, Dr Peter Prevos introduces important elements of assessing the success of water utilities from a qualitative, customer-focused approach.
VIDEO: Customer Experience Management for Water Utilities
In advance of a 5-part author blog series on marketing water utilities, we share a video introduction to the crucial concepts in considering urban water supply from a marketing perspective.
IWA Development Congress - Open Access Waiver Competition
In honor of this year's IWA Development Congress in Buenos Aires, we gave delegates the chance to win a 100% fee waiver to publish their paper Open Access in any one of our 12 IWA Journals.
Wealth Creation without Pollution: free foreword from Sir Vince Cable
Sir Vince Cable (MP) underlines the important themes in this new book from both a commercial and an environmental perspective.
Author insight: Ontario municipalities on a path towards a higher standard for the management of wastewater and stormwater systems
Edgar Tovilla, co-author of a new Open Access Paper, summarises the article and how it supports efforts for higher standards across drinking water, wastewater and stormwater systems.
Translating Human Rights criteria into operational terms
Translating the Human Rights criteria into action is a challenge for water and sanitation professionals, particularly for regulators. Mohamed Tawfik and the IWA Communications department for Water Policy and Regulation have procvided a helpful outline and infographics to illustrate some of the key criteria & principles in relation to drinking water supply and sanitation services.