Keeping It Public: Defending Public Service Values in a Customer Service Age
Notwithstanding the persistence and proliferation of calls to serve "customers," these relationships incorporate distinctively public priorities and performance expectations—priorities and expectations often shaped by a desire to reduce customer vulnerabilities and prevent seller strategie...
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| Published in | Public administration review Vol. 69; no. 6; pp. 1077 - 1086 |
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| Main Authors | , |
| Format | Journal Article |
| Language | English |
| Published |
Oxford, UK
Blackwell Publishing Ltd
01.11.2009
Wiley Subscription Services American Society for Public Administration |
| Subjects | |
| Online Access | Get full text |
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| Abstract | Notwithstanding the persistence and proliferation of calls to serve "customers," these relationships incorporate distinctively public priorities and performance expectations—priorities and expectations often shaped by a desire to reduce customer vulnerabilities and prevent seller strategies that are deemed unacceptable. The authors examine these distinctively public relationships—between professionals and clients, guardians and wards, facilitators and citizens, and regulators and subjects. By acknowledging that public administration often involves relationships with multiple constituencies and that opportunities to serve them are bounded by particular legal and institutional contexts, this essay provides a pragmatic account of strategic opportunities to defend public service values. |
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| AbstractList | Notwithstanding the persistence and proliferation of calls to serve 'customers,' these relationships incorporate distinctively public priorities and performance expectations--priorities and expectations often shaped by a desire to reduce customer vulnerabilities and prevent seller strategies that are deemed unacceptable. The authors examine these distinctively public relationships--between professionals and clients, guardians and wards, facilitators and citizens, and regulators and subjects. By acknowledging that public administration often involves relationships with multiple constituencies and that opportunities to serve them are bounded by particular legal and institutional contexts, this essay provides a pragmatic account of strategic opportunities to defend public service values. Adapted from the source document. Notwithstanding the persistence and proliferation of calls to serve “customers,” these relationships incorporate distinctively public priorities and performance expectations—priorities and expectations often shaped by a desire to reduce customer vulnerabilities and prevent seller strategies that are deemed unacceptable. The authors examine these distinctively public relationships—between professionals and clients, guardians and wards, facilitators and citizens, and regulators and subjects. By acknowledging that public administration often involves relationships with multiple constituencies and that opportunities to serve them are bounded by particular legal and institutional contexts, this essay provides a pragmatic account of strategic opportunities to defend public service values. Notwithstanding the persistence and proliferation of calls to serve "customers," these relationships incorporate distinctively public priorities and performance expectations-priorities and expectations often shaped by a desire to reduce customer vulnerabilities and prevent seller strategies that are deemed unacceptable. The authors examine these distinctively public relationships-between professionals and clients, guardians and wards, facilitators and citizens, and regulators and subjects. By acknowledging that public administration often involves relationships with multiple constituencies and that opportunities to serve them are bounded by particular legal and institutional contexts, this essay provides a pragmatic account of strategic opportunities to defend public service values. [PUBLICATION ABSTRACT] Notwithstanding the persistence and proliferation of calls to serve 'customers,' these relationships incorporate distinctively public priorities and performance expectations-priorities and expectations often shaped by a desire to reduce customer vulnerabilities and prevent seller strategies that are deemed unacceptable. The authors examine these distinctively public relationships-between professionals and clients, guardians and wards, facilitators and citizens, and regulators and subjects. By acknowledging that public administration often involves relationships with multiple constituencies and that opportunities to serve them are bounded by particular legal and institutional contexts, this essay provides a pragmatic account of strategic opportunities to defend public service values. Reprinted by permission of Blackwell Publishers |
| Author | Jos, Philip H. Tompkins, Mark E. |
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| Copyright | Copyright 2009 American Society for Public Administration Copyright © 2009 The American Society for Public Administration Copyright American Society for Public Administration Nov/Dec 2009 |
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| Title | Keeping It Public: Defending Public Service Values in a Customer Service Age |
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