The Service-Recovery Paradox: Why Complaints are Good for an Organisation 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.

Hydrology Research now supports CRedIT Hydrology Research now supports CRedIT

IWA Publishing is pleased to announce that Hydrology Research now supports CRedIT. 

Internal Marketing: The Engineering-Marketing Interface 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. 

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