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Title: Serving all urban consumers - a marketing approach to water services in low- and middle-income countries: Book 3 - PREPP - utility consultation with the urban poor
Authors: Coates, Sue
Sansom, Kevin
Kayaga, Sam
Chary, Srinivas
Narender, A.
Njiru, Cyrus
Keywords: Customer care
Service levels
Urban services
Water supply management
Issue Date: 2004
Publisher: WEDC, Loughborough University
Citation: COATES, S. ... et al, 2004. Serving all urban consumers - a marketing approach to water services in low- and middle-income countries: Book 3 - PREPP - utility consultation with the urban poor. Loughborough: WEDC, Loughborough University.
Abstract: 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 3) shows how a water utility or municipality can establish a dialogue with urban poor consumers to gain quality information about the services they receive and require. This is achieved through the use of a new approach called PREPP, a consumer consultation process developed primarily for this purpose. PREPP is the acronym for Participation Ranking Experience Perception Partnership. The PREPP approach was developed and jointly piloted by social scientists and engineers. It can provide good information about the experiences, perceptions and preferences of low-income consumers for a variety of viable service and payment options, which is useful for utility investment planning.
Description: This record is made up of 17 files. Individual chapters and the complete pdf are available to download from the record.
Sponsor: UK Department for International Development (DFID)
URI: https://dspace.lboro.ac.uk/2134/30837
ISBN: 9781843800569
Appears in Collections:Books (WEDC)

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Serving_All_Urban_Consumers_-_Bk_3_-_Pt_1.pdfPublished version35.59 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_2_Ch_07.pdfPublished version357.62 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_1_Ch_02.pdfPublished version190.19 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_1_Ch_04.pdfPublished version108.65 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Contents.pdfPublished version85.5 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_2_Ch_09.pdfPublished version97.11 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_2.pdfPublished version59.73 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_References.pdfPublished version39.58 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_0_Ch_01.pdfPublished version61.22 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_2_Ch_10.pdfPublished version61.82 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Annex.pdfPublished version82.19 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_2_Ch_08.pdfPublished version220.57 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_2_Ch_06.pdfPublished version83.33 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Glossary.pdfPublished version50.59 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Complete.pdfPublished version1.29 MBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_1_Ch_05.pdfPublished version477.84 kBAdobe PDFView/Open
Serving_All_Urban_Consumers_-_Bk_3_-_Pt_1_Ch_03.pdfPublished version123.53 kBAdobe PDFView/Open


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