ORPP logo

Customer Experience Management for Water Utilities : (Record no. 132037)

MARC details
000 -LEADER
fixed length control field 07415nam a22004573i 4500
001 - CONTROL NUMBER
control field EBC5116721
003 - CONTROL NUMBER IDENTIFIER
control field MiAaPQ
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20240729131543.0
006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS
fixed length control field m o d |
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
fixed length control field cr cnu||||||||
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 240724s2017 xx o ||||0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781780408675
Qualifying information (electronic bk.)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
Canceled/invalid ISBN 9781780408668
035 ## - SYSTEM CONTROL NUMBER
System control number (MiAaPQ)EBC5116721
035 ## - SYSTEM CONTROL NUMBER
System control number (Au-PeEL)EBL5116721
035 ## - SYSTEM CONTROL NUMBER
System control number (CaPaEBR)ebr11462315
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)1009213214
040 ## - CATALOGING SOURCE
Original cataloging agency MiAaPQ
Language of cataloging eng
Description conventions rda
-- pn
Transcribing agency MiAaPQ
Modifying agency MiAaPQ
050 #4 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HD1691 .P748 2018
082 0# - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 333.91
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Prevos, Peter.
245 10 - TITLE STATEMENT
Title Customer Experience Management for Water Utilities :
Remainder of title Marketing Urban Water Supply.
250 ## - EDITION STATEMENT
Edition statement 1st ed.
264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE
Place of production, publication, distribution, manufacture London :
Name of producer, publisher, distributor, manufacturer IWA Publishing,
Date of production, publication, distribution, manufacture, or copyright notice 2017.
264 #4 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE
Date of production, publication, distribution, manufacture, or copyright notice ©2017.
300 ## - PHYSICAL DESCRIPTION
Extent 1 online resource (219 pages)
336 ## - CONTENT TYPE
Content type term text
Content type code txt
Source rdacontent
337 ## - MEDIA TYPE
Media type term computer
Media type code c
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term online resource
Carrier type code cr
Source rdacarrier
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note Cover -- Copyright -- Contents -- List of Figures -- List of Tables -- About the Author -- Preface -- Foreword -- Acknowledgements -- Chapter 1: Introduction to water utility marketing -- 1.1 Marketing Theory and Practice -- 1.1.1 Definitions of marketing -- 1.1.2 Service-dominant logic -- 1.1.2.1 First axiom -- 1.1.2.2 Second axiom -- 1.1.2.3 Third axiom -- 1.1.2.4 Fourth axiom -- 1.1.2.5 Fifth axiom -- 1.1.2.6 Applying service-dominant logic -- 1.2 Water Utilities as Public Service Providers -- 1.2.1 Water as a public good -- 1.2.2 Natural monopolies -- 1.2.3 Ownership models -- 1.2.4 Public service characteristics -- 1.2.5 Summary -- 1.3 Water Utility Marketing -- 1.3.1 Water utility marketing literature -- 1.3.1.1 Industry literature -- 1.3.1.2 Business literature -- 1.3.1.3 Customer relationships -- 1.3.1.4 Service failures -- 1.3.1.5 Service quality -- 1.4 Synopsis -- 1.4.1 Sanitation services -- 1.4.2 Scope of this book -- 1.4.3 The water utility marketing mix -- 1.4.4 The value proposition of tap water -- 1.4.5 Internal marketing -- 1.4.6 Measuring the customer experience -- 1.4.7 Customer relationships -- 1.4.8 Implementing water utility marketing -- Chapter 2: A marketing mix for water utilities -- 2.1 The Marketing Mix -- 2.2 Water Utilities as Service Providers -- 2.2.1 Tap water as a service -- 2.2.2 Industry structure -- 2.2.2.1 Bargaining power of buyers -- 2.2.2.2 Bargaining power of suppliers -- 2.2.2.3 Barriers to entry -- 2.2.2.4 Threat of substitutes -- 2.2.2.5 Degree of rivalry -- 2.2.2.6 Marketing tap water services -- 2.3 Classification of Services -- 2.3.1 Tangibility and intangibility -- 2.3.2 Service factories -- 2.3.3 Classifying water utility services -- 2.4 Water Utility Discourse Analysis -- 2.4.1 Research method -- 2.4.2 Results -- 2.5 The Water Utility Marketing Mix -- 2.5.1 Value proposition.
505 8# - FORMATTED CONTENTS NOTE
Formatted contents note 2.5.2 Internal marketing -- 2.5.3 Customer relationships -- 2.5.4 Service quality -- Chapter 3: The value proposition of tap water -- 3.1 Value Propositions -- 3.2 The Anthropology of Water Consumption -- 3.2.1 Water consumers -- 3.2.1.1 Indoor water consumption -- 3.2.1.2 Outdoor water consumption -- 3.2.2 Water utilities -- 3.2.2.1 Tensions between public and private benefits -- 3.3 Water Utility Advocates and Regulators -- 3.3.1 Employee attitudes and behaviour -- 3.3.2 Consumer experience -- 3.4 Crafting Value Propositions -- 3.4.1 Engineering and social science -- 3.4.2 The value proposition canvas -- 3.4.3 The customer profile -- 3.4.3.1 Needs -- 3.4.3.2 Wants -- 3.4.3.3 Fears -- 3.4.4 The service -- 3.4.4.1 Features -- 3.4.4.2 Benefits -- 3.4.4.3 Experience -- 3.4.5 Completing and implementing value propositions -- Chapter 4: Internal marketing -- 4.1 Customer Focus in Water Utilities -- 4.2 Professional Orientation -- 4.2.1 Financial hardship -- 4.2.2 Service bureaucracy -- 4.2.3 Technical orientation -- 4.3 Engineering-Marketing Interface -- 4.3.1 Engineers and marketers -- 4.3.2 Sources of conflict -- 4.3.3 Engineers -- 4.3.3.1 Engineering ethics -- 4.3.4 Marketers -- 4.4 Engineers and Marketers in Water Utilities -- 4.4.1 Organisational attitudes -- 4.4.2 Empirical research -- 4.4.2.1 Respondent characteristics -- 4.4.2.2 Professional orientation -- 4.4.2.3 Engineering-marketing interface -- 4.4.3 Conclusions -- 4.5 Implementing Internal Marketing -- 4.5.1 Using taste testing as internal marketing -- Chapter 5: Customer relationships -- 5.1 Understanding Customers -- 5.1.1 Value-creation networks -- 5.1.1.1 Value-creation networks for water utilities -- 5.1.2 Customer labelling -- 5.1.2.1 Customer labelling in water utilities -- 5.1.2.2 The beneficiary of a service -- 5.1.3 Customer segments -- 5.1.3.1 Implementing segmentation.
505 8# - FORMATTED CONTENTS NOTE
Formatted contents note 5.1.3.2 Persona's -- 5.1.4 Consumer involvement -- 5.1.4.1 Involvement with tap water -- 5.2 Managing the Customer Experience -- 5.2.1 Process mapping -- 5.2.2 Managing complaints -- 5.2.2.1 Complaint decision tree -- 5.2.2.2 Likelihood of complaints -- 5.2.2.3 Service recovery paradox -- 5.2.3 Promoting the value proposition -- 5.2.3.1 Social marketing -- 5.3 The Invisible Water Utility -- 5.3.1 Time price of water -- 5.3.2 Customer relationships and invisibility -- Chapter 6: Measuring the customer experience -- 6.1 Defining Quality -- 6.1.1 Quality, satisfaction and value -- 6.1.2 Quality and service-dominant logic -- 6.1.3 Perspectives of service-dominant quality -- 6.1.3.1 Intrinsic service quality -- 6.1.3.2 Extrinsic service quality -- 6.1.4 Scope of service-dominant quality -- 6.1.5 Measuring service-dominant quality -- 6.2 SERVAQUA: A Service Quality Instrument for Water Utilities -- 6.2.1 Core and supplementary services -- 6.2.2 Technical quality -- 6.2.2.1 The water quality continuum -- 6.2.3 Functional quality -- 6.2.4 SERVAQUA survey instrument -- 6.2.4.1 Technical quality survey questions -- 6.2.4.2 Functional quality questions -- 6.3 Validation of the SERVAQUA Instrument -- 6.3.1 Quantitative data -- 6.3.1.1 Customer characteristics -- 6.3.1.2 Service quality -- 6.3.1.3 Psychometric analysis -- 6.3.1.4 Correlations between latent variables -- 6.3.2 Qualitative data -- 6.3.3 Conclusions -- 6.4 Reporting Intrinsic and Extrinsic Quality -- 6.4.1 Water system performance index -- Chapter 7: Implementing water utility marketing -- 7.1 Water Utility Marketing Synthesis -- 7.1.1 Marketing mix -- 7.1.2 Value proposition -- 7.1.3 Internal marketing -- 7.1.4 Service quality -- 7.1.5 Customer relationships -- 7.2 Water Utility Marketing Paradoxes -- 7.2.1 Paradox of value -- 7.2.2 Water quality paradox -- 7.2.3 Involvement paradox.
505 8# - FORMATTED CONTENTS NOTE
Formatted contents note 7.2.4 Invisibility paradox -- 7.2.5 Marketing waste water services -- 7.3 Further Research -- References -- Index -- Appendix A: IWA Journal Abstract List.
588 ## - SOURCE OF DESCRIPTION NOTE
Source of description note Description based on publisher supplied metadata and other sources.
590 ## - LOCAL NOTE (RLIN)
Local note Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Water-supply-Management.
655 #4 - INDEX TERM--GENRE/FORM
Genre/form data or focus term Electronic books.
776 08 - ADDITIONAL PHYSICAL FORM ENTRY
Relationship information Print version:
Main entry heading Prevos, Peter
Title Customer Experience Management for Water Utilities
Place, publisher, and date of publication London : IWA Publishing,c2017
International Standard Book Number 9781780408668
797 2# - LOCAL ADDED ENTRY--CORPORATE NAME (RLIN)
Corporate name or jurisdiction name as entry element ProQuest (Firm)
856 40 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier <a href="https://ebookcentral.proquest.com/lib/orpp/detail.action?docID=5116721">https://ebookcentral.proquest.com/lib/orpp/detail.action?docID=5116721</a>
Public note Click to View

No items available.

© 2024 Resource Centre. All rights reserved.