Raising consumers’ interest in their water invoices: Challenges and opportunities

• Author(s): Sá, Patrícia Moura e ; Rita, Martins
• Date: 2020
• Persistent ID: https://hdl.handle.net/10316/117553
• Origin: Estudo Geral - Universidade de Coimbra
• Subject(s): Water services; Invoices; Domestic consumers; Survey; Communication; Awareness
• Document Type: Journal article
• Language: English

Description

Given the importance of invoices in conveying key information to consumers, regulatory authorities worldwide have been issuing recommendations on their content and format. The aim of the current paper is to assess a detailed invoice model, which stresses accuracy and exhaustiveness concerns. The study is based on the perceptions of domestic consumers collected through the administration of a survey questionnaire. Findings reveal that the detailed invoice model proposed is regarded as complex, including unnecessary information and making use of a language that is not easy to understand. Some recommendations to make their content more intuitive and appealing are derived.

This study was conducted at the Research Center in Political Science (UIDB/CPO/00758/2020), University of Minho/University of Évora and supported by the Portuguese Foundation for Science and Technology (FCT) and the Portuguese Ministry of Education and Science through national funds.

751E-7D05-BD5C | Patrícia Helena Ferreira Lopes de Moura e Sá

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