Abstract
Public utilities, especially the larger ones, have an image of being inefficient, technocratic and bureaucratic institutions, unresponsive to modern lifestyles, growing consumerism, differentiated customer needs and changing social values. Improving this image and increasing customer satisfaction requires the adoption of a systematic market oriented approach, based on an appropriate segmentation of the client and general public. This article gives the broad outline of such an approach followed by some generally applicable practical recommendations. Finally it stresses the importance of human aspects of organizational behaviour and, consequently, the crucial part of corporate culture. 2 figs., 1 tab.
Citation Formats
Mantel, J J, and Verkuil, J M.
Market oriented approach by public utilities.
Netherlands: N. p.,
1989.
Web.
Mantel, J J, & Verkuil, J M.
Market oriented approach by public utilities.
Netherlands.
Mantel, J J, and Verkuil, J M.
1989.
"Market oriented approach by public utilities."
Netherlands.
@misc{etde_5739819,
title = {Market oriented approach by public utilities}
author = {Mantel, J J, and Verkuil, J M}
abstractNote = {Public utilities, especially the larger ones, have an image of being inefficient, technocratic and bureaucratic institutions, unresponsive to modern lifestyles, growing consumerism, differentiated customer needs and changing social values. Improving this image and increasing customer satisfaction requires the adoption of a systematic market oriented approach, based on an appropriate segmentation of the client and general public. This article gives the broad outline of such an approach followed by some generally applicable practical recommendations. Finally it stresses the importance of human aspects of organizational behaviour and, consequently, the crucial part of corporate culture. 2 figs., 1 tab.}
journal = []
volume = {67:8}
journal type = {AC}
place = {Netherlands}
year = {1989}
month = {Aug}
}
title = {Market oriented approach by public utilities}
author = {Mantel, J J, and Verkuil, J M}
abstractNote = {Public utilities, especially the larger ones, have an image of being inefficient, technocratic and bureaucratic institutions, unresponsive to modern lifestyles, growing consumerism, differentiated customer needs and changing social values. Improving this image and increasing customer satisfaction requires the adoption of a systematic market oriented approach, based on an appropriate segmentation of the client and general public. This article gives the broad outline of such an approach followed by some generally applicable practical recommendations. Finally it stresses the importance of human aspects of organizational behaviour and, consequently, the crucial part of corporate culture. 2 figs., 1 tab.}
journal = []
volume = {67:8}
journal type = {AC}
place = {Netherlands}
year = {1989}
month = {Aug}
}