Understanding and managing customer attitudes

Journal Article · · Electr. Perspect.; (United States)

OSTI ID:5841275

Pokorny, G

Executives in the investor-owned electric utility industry agree that the industry's ultimate success depends in large part on improving customers' attitudes toward electricity and the companies that produce it. A matrix framework for understanding customer attitudes needs to balance the product and service variables. To influence and manage customer attitudes more effectively, a utility must change and become a true consumer marketing organization with a corporate goal of total customer satisfaction. If customer satisfaction is placed first in the corporate culture and customer satisfaction is produced, profitable generation and marketing of electricity will surely follow. 1 figure.

• Research Organization: Cambridge Reports Inc., MA
• OSTI ID: 5841275
• Journal Information: Electr. Perspect.; (United States), Journal Name: Electr. Perspect.; (United States); ISSN ELPED
• Country of Publication: United States
• Language: English

Related Subjects

29 ENERGY PLANNING, POLICY, AND ECONOMY
296000 -- Energy Planning & Policy-- Electric Power
32 ENERGY CONSERVATION, CONSUMPTION, AND UTILIZATION
320603* -- Energy Conservation
Consumption
& Utilization-- Municipalities & Community Systems-- Public Utilities-- (1980-)
ATTITUDES
ELECTRIC UTILITIES
MARKETING RESEARCH
PUBLIC OPINION
PUBLIC RELATIONS
PUBLIC UTILITIES