- Title Pages
- List of figures and tables
- Notes on contributors
- One Introduction: managing the ‘unmanageable consumer’
- Two The consumer and New Labour: the consumer as king?
- Three Narratives of public service delivery in the UK: comparing central and local government
- Four Understanding the ‘differentiated consumer’ in public services
- Five Differentiating consumers in professional services: information empowerment and the emergence of the fragmented consumer1
- Six The healthcare consumer
- Seven The consumer in education
- Eight The consumer and social housing
- Nine The people's police? Citizens, consumers and communities
- Ten The consumer in social care
- Eleven Differentiated consumers? A differentiated view from a service user perspective
- Twelve Authoritative consumers or experts by experience? User groups in health and social care
- Thirteen The public service consumer as member
- Fourteen Conclusion: the consumer in public services
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