Customer care Poverty Service levels Urban services Water supply management
WEDC, Loughborough University
SANSOM, K. ... et al, 2004. Serving all urban consumers - a marketing approach to water services in low- and middle-income countries: Book 1 - Guidance for governments' enabling role. Loughborough: WEDC, Loughborough University.
This book is one of a series of six publications that consider how water utilities working with other key stakeholders, can meet the needs and demands of urban water consumers - including the poor - through developing an understanding of the needs and demands of all consumer groups, and by the adaptation of marketing/commercial approaches. This book (Book 1) considers how governments can best support an enabling environment, both for utilities and other stakeholders, to work effectively towards improving services to all consumer groups.
This record is made up of 9 files. Individual chapters and the complete pdf are available to download from the record.
UK Department for International Development (DFID)