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Maximizing the ‘value’ of improved water services in small towns

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conference contribution
posted on 2006-06-05, 10:40 authored by Josses Mugabi, Cyrus Njiru
This paper examines the value concept drawing on literature from consumer behaviour and services marketing disciplines. The relevance of the concept to water services management, particularly in small towns is highlighted. Consistent with other services or goods, the authors contend that value perceptions play a crucial role in consumer decision-making as regards improved water service use. To influence consumer decisions to utilise improved water services such as piped water, and the willingness to sustain the services, service providers should put more emphasis on maximising consumer perceived value of the service offering. The authors propose a wide range of value maximisation strategies. It is also suggested that water sector practitioners and researchers pay more attention to consumer behaviour studies so as to promote a consumer-centred approach to water service delivery.



  • Architecture, Building and Civil Engineering

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  • Water, Engineering and Development Centre (WEDC)

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WEDC Conference


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MUGABI and NJIRU, 2005. Maximizing the ‘value’ of improved water services in small towns. IN: Kayaga, S. (ed). Maximising the benefits from water and environmental sanitation: Proceedings of the 31st WEDC International Conference, Kampala, Uganda, 31 October-4 November 2005, pp. 204-207.


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This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

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