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Beresford, P. (2009-04-15). Differentiated consumers? A differentiated view from a service user perspective. In  (Ed.), The consumer in public services: Choice, values and difference. : Policy Press,. Retrieved 19 Sep. 2018, from http://policypress.universitypressscholarship.com/view/10.1332/policypress/9781847421814.001.0001/upso-9781847421814-chapter-11.