Purpose: This paper examines citizen trust at both a rational and affect level in the water utility provider, SA Water. Design/methodology/approach: The study draws on data from a CATI of approximately 500 residents in two urban and rural locations. Findings: Citizens have a healthy scepticism toward the utility provider suggesting they make a distinction between the capacity of SA Water to provide safe drinking water, and the political willingness of the government to plan for long-term sustainability. Research limitations/implications: The conduct of research on topics of a political nature may be viewed by respondents as a political act although it is possible to see the views expressed as representative. Research conducted during times of heightened awareness, such as during a drought when water restrictions are in place, may generate strong feelings of anger in government, but may not be a true measure of citizen trust in the provider. Practical implications: The paper shows that trust in utility providers may vary according to social situations. Social implications: Encouraging citizen trust in the water supply requires education in the science used to ensure safety, but also transparent regulation for ensuring risk management. Originality/value: The study points to possible shifts in citizen trust in water providers depending on climatic conditions, the role of the utility provider, and the reputation of the government as a regulator and planner.
|Number of pages||16|
|Journal||International Journal of Sociology and Social Policy|
|Publication status||Published - Jun 2013|
- Consumer behaviour
- SA Water
- Utility provider
- Water supply