I presented a webinar for the WSAA research network on the applicability of social science to water utilities. In the engineering-dominated tap water industry, social sciences play a minor role. The perceived vagueness of the social science is often seen as problematic for engineers, biologists and so on. For a water utility to be customer-focussed, the social sciences have a lot to offer. As one interview respondent entrusted me: Water utilities used to be managed by engineers, now they are managed by economists. In the future, they should be managed by anthropologists.
These earlier articles and papers explain the concepts from the presentation:
- Balinese water management
- Incompleteness theorem of service quality measurement
- Safe Water versus Good Water: Water Quality Paradox?
- Towards a Service Quality Model for water utilities
- The Customer is Always Right: Customer Perception of Quality in Tap Water Services