JournalsThis section has a variety of customer engagement resources from around the world. They include reviews, journal articles, blogs, research reports, position papers and presentations related to customer engagement.

A new model for pricing services in Victoria’s water sector - ESC (2016)

Author: Essential Services Commission

This position paper from the ESC outlines the new regulatory model for water businesses across Victoria. At its heart is the requirement for deep and broad customer engagement as part of a regulatory submission. It includes their new customer engagement model which is adapted from the IAP2 model.

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Improving Customer Experiences- (2015)

Author: WSAA

This is an article that outlines the best players in the water industry in regards to recent customer engagement efforts. It also describes that good economic regulation and liveability projects are key to a resilient urban water industry which, in themselves can increase customer engagement.

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Consumer Involvement in Water Services Regulation (2011)

Author: Franceys, R and Gerlach, E

The report shows that ‘there is scope for developing a more inclusive framework for consumer involvement, part of which specifically targets disadvantaged households. The fieldwork undertaken confirms that low-income customers are very interested in and willing to be involved in improving their access to a good-enough water supply.’ Note: Only abstract available- Please purchase the article or a subscription from the host website.

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The Importance of a General Measure of Brand Engagement- Development and Validation of a scale (2009)

Author: Sprott, D

The journal article discusses ‘Brand Engagement in Self-Concept’ which influences consumer engagement with the company, and how their self-identify influences or is influenced by their choice of brands.From a customer engagement research perspective, the article is a useful reference for the creation of an engagement plan as it provides some ideas for consideration. Note: Only abstract available- Please purchase the article or a subscription from the host website.

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Improving Australian Water Management: the contribution of social values research and community engagement

Explains how customers can contribute to water reforms and decisions and how it is particularly good for feedback on areas such as fairness and ethics, trade-off and more. Note: Only abstract available- Please purchase the article or a subscription from the host website.

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