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Citizens and Consumers

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  • Joel D Aberbach
  • Tom Christensen

Abstract

New Public Management (NPM) puts a major emphasis on consumer sovereignty. Through consumer sovereignty, it is argued, public organizations will produce outputs more in line with what citizens want. This article analyses the implications, both theoretical and practical, of conceiving of citizens as customers. We discuss the features of citizenship, the ways in which the emerging customer focus impacts the role of citizen, how consumerism would and, in implementation, does work and the wider implications for democratic governance, particularly the effects on political and administrative leadership roles and leaders' political accountability, of the tendency to define citizens as customers of government agencies when conceptualizing their relationship to the state.

Suggested Citation

  • Joel D Aberbach & Tom Christensen, 2005. "Citizens and Consumers," Public Management Review, Taylor & Francis Journals, vol. 7(2), pages 225-246, June.
    • Handle: RePEc:taf:pubmgr:v:7:y:2005:i:2:p:225-246
    DOI: 10.1080/14719030500091319
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    Citations

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    Cited by:

    1. Jesús Cambra-Berdún & Jesús Cambra-Fierro, 2006. "Considerations and implications on the necessity of increasing efficiency in the public education system: The new public management (NPM) and the market orientation as reference concepts," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 3(2), pages 41-58, December.
    2. Andrew Clarke & Lynda Cheshire, 2018. "The post-political state? The role of administrative reform in managing tensions between urban growth and liveability in Brisbane, Australia," Urban Studies, Urban Studies Journal Limited, vol. 55(16), pages 3545-3562, December.
    3. Suthee Sangiambut & Renee Sieber, 2016. "The V in VGI: Citizens or Civic Data Sources," Urban Planning, Cogitatio Press, vol. 1(2), pages 141-154.
    4. McMullin, Caitlin, 2018. "Co-production and the third sector: A comparative study of England and France," Thesis Commons 578d3, Center for Open Science.
    5. Malodia, Suresh & Dhir, Amandeep & Mishra, Mahima & Bhatti, Zeeshan Ahmed, 2021. "Future of e-Government: An integrated conceptual framework," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    6. García-Unanue, Jorge & Gallardo, Leonor & Felipe, José Luis, 2012. "La factura deportiva. Diseño e implantación de un modelo de cálculo de costes para los servicios deportivos municipales/The Sport Bill. Design and Implementation of a Costing Model for Municipal Sport," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 30, pages 599-618, Agosto.
    7. Jihane Aayale & Meriem Seffar, 2021. "A Step Towards an Inclusive Digital Transformation of the Public Administration in a Developing Country: Evidence From Morocco," Journal of Public Administration and Governance, Macrothink Institute, vol. 11(2), pages 331356-3313, December.
    8. Sebastian Jilke & Steven Van de Walle, 2013. "Two track public services? Citizens' voice behaviour towards liberalized services in the EU15," Public Management Review, Taylor & Francis Journals, vol. 15(4), pages 465-476, May.
    9. Ingo Kregel & Bettina Distel & André Coners, 2022. "Business Process Management Culture in Public Administration and Its Determinants," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 64(2), pages 201-221, April.
    10. Bouchra Fninou & François Meyssonnier, 2013. "Un système de pilotage de la performance publique à dominante managériale : analyse de l'expérience de Dubaï," Working Papers hal-00781973, HAL.
    11. Fellesson, Markus, 2011. "Enacting customers--Marketing discourse and organizational practice," Scandinavian Journal of Management, Elsevier, vol. 27(2), pages 231-242, June.
    12. Reyes Gonzalez & Jose Gasco & Juan Llopis, 2014. "Relationships with Citizens in Public Management: A Study at the Largest Spanish Town Halls," Public Organization Review, Springer, vol. 14(2), pages 173-186, June.

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