“…Although 138 references were cited, not a single mention was made of the drinking water industry. Even in water‐related publications, only a handful of CS studies have been conducted, most of which do not even consider the link between CS and performance (Fattahi et al, 2011; Olstein et al, 2000; Levallois et al, 1999). As an exception, a study in Uganda, East Africa, tested the relationship between CS and bill payment behavior using household survey data collected from customers served by the National Water and Sewerage Corporation (Kayaga et al, 2004).…”