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Quality Is Defined by the Customer
Author(s) -
Reinert Robert H.
Publication year - 1992
Publication title -
journal ‐ american water works association
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.466
H-Index - 74
eISSN - 1551-8833
pISSN - 0003-150X
DOI - 10.1002/j.1551-8833.1992.tb07401.x
Subject(s) - business , quality (philosophy) , marketing , customer retention , service quality , customer service , affect (linguistics) , water quality , customer advocacy , water industry , service (business) , engineering , water supply , psychology , environmental engineering , ecology , philosophy , epistemology , biology , communication
The author argues that water industry personnel must move from being scientists and technicians in a defensive stance to customer service providers who promote quality drinking water. The water industry must answer customer concerns about water quality with redoubled efforts to improve quality and also involve customers in decisions that affect the quantity and quality of water.