Customer Psychology in Relation to Operational Practice 1998/ 99
ISBN: 1 84057 171 3
The research, which involved both qualitative and quantitative methodologies, examines how customers determine their levels of satisfaction with the service from their clean water supplier, with specific attention paid to that company’s operational practice and the role of its frontline staff. It determines the level of influence, both real and perceived, that network managers and their staff have on their customers’ satisfaction with their supply and service. It looks at the practices and procedures that are utilised by network managers and their staff to raise levels of customer satisfaction and those practices that reduce customer satisfaction. Specific recommendations for action based on the findings are discussed.
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