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محیط زیست و منابع طبیعی::
آب شیر، آب لوله کشی
The technocratic narrative of the professional literature on tap water supply is largely myopic of the intangible aspects of the service process (Allon, 2006; Morgan and Smith, 2013).
This also applies to water utilities as the monopolistic providers of tap water services have repeatedly been criticised for being inefficient and lacking customer focus (Auriol and Picard, 2009; De- ichmann and Lall, 2007; Karbowiak, 2003).
Due to the monopolistic nature of tap water supply, the competitor orientation component of the original construct has not been further considered in this dis- sertation.
The main dependent variable of this research is the service quality received by consumers of tap water.
These considerations make the Nordic model more suitable to operationalise service quality in tap water then the more commonly used SERVQUAL model.
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