Stakeholder engagement by an Italian water utility company: Insight from participant observation of dialogism |
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| Affiliation: | 1. School of Management, Universidad de los Andes, Calle 21 #1-20, Bogotá, Colombia;2. Environmental Technology and Management, Department of Management and Engineering, Linköping University, 581 83 Linköping, Sweden;1. Department of Enterprise Engineering, University of Rome “Tor Vergata”, Via del Politecnico 1, 00133, Rome, Italy;2. Department of Computer, Control, and Management Engineering, Sapienza University of Rome, Via Ariosto 25, 00185, Rome, Italy;1. Department of Law, London School of Economics, UK;2. Surrey, UK;1. Management Graduate Program (PPGA), University of Brasilia, Brazil;2. Management Department and Management Graduate Program (PPGA), University of Brasilia, Brazil;1. Institute of Hydropower and Hydroinformatics, Dalian University of Technology, Dalian 116024, China;2. Department of Civil & Environmental Engineering, Hong Kong Polytechnic University, Hong Kong, China |
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| Abstract: | This paper focuses on the level of dialogism between organizations and participants. The unit of analysis is a water utility's direct engagement with its household customers. Through participant observation and Bebbington et al.’s (2007) model, we analyzed engagement factors to detect elements occasioning a dialogic experience and its determinants. This contribution to the public utilities and social accounting literature outlines interrelated factors impacting barriers to and opportunities for creating dialogism. It enhances public utility business reputation and drives sustainability innovations. Managerially, we identified enablers and limits of an effective stakeholder engagement process. |
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| Keywords: | Dialogism Water utility Stakeholder engagement |
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