New development: Public service enterprises and consumer-centric management

Abstract

This article presents consumer satisfaction surveys for three very different public enterprises in the city of Edessa in Greece: the local water and sewerage company, the municipal conservatory of music and a café/restaurant. The majority of consumers were satisfied with the services provided to them by these three public enterprises. Relationships with consumers were managed very differently by the enterprises suggesting that service delivery should be based on the individual characteristics of the enterprise and the environment it operates in.

Acknowledgements

The author acknowledges the support of the city council of Edessa, the mayor of the town, Mr Ioannis Sondras, the deputy mayor for educational affairs Mr Dimitrios Valtsis, the boards of directors of the three companies and especially the 90 students in the Department of Marketing and Operations Management, University of Macedonia, Edessa who conducted the research.