Risk management in Customer Relations? Reaching customer satisfaction threshold

Victor-Lucian Croitoru ()
Additional contact information
Victor-Lucian Croitoru: Compania de Apa SOMES SA, http://www.casomes.ro

Romaqua, 2013, vol. 85, issue 1, 9-14

Abstract: A major aspect of utility management is addressing customer satisfaction through communication and information campaigns and stakeholder involvement, however, what happens when a customer satisfaction threshold regarding the quality of services is reached and consumers will not pay higher rates for improved services? This could be the interpretation of the situation experienced by SOMES Water and requires a decision making over the continuation of further required infrastructure modernization investments based on risk management.

Keywords: Customer satisfaction threshold; risk management; affordability; willingness to pay more (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ris:romaqu:0020

Access Statistics for this article

Romaqua is currently edited by Eduard Stan

More articles in Romaqua from Asociatia Romana a Apei (Romanian Water Association)
Bibliographic data for series maintained by Eduard Stan ( this e-mail address is bad, please contact ).