Stakeholder engagement by an Italian water utility company: Insight from participant observation of dialogism

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.