The consumer in public services: Choice, values and difference
The consumer in public services: Choice, values and difference
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Abstract
This book challenges existing stereotypes about the ‘consumer as chooser’. It shows how we must develop a more sophisticated understanding of consumers, examining their place and role as users of public services. The analysis shows that there are many different ‘faces’ of the consumer and that it is not easy to categorise users in particular environments. Drawing on empirical research, the book critiques established assumptions surrounding citizenship and consumption. Choice may grab the policy headlines, but other essential values are revealed as important throughout the book. One issue concerns the ‘subjects’ of consumerism, or who it is that presents themselves when they come to use public services. Another concerns consumer ‘mechanisms’, or the ways that public services try to relate to these people. Bringing these issues together, with contributions from a range of leading researchers, the message is that today's public services must learn to cope with a differentiated public.
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Front Matter
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One
Introduction: managing the ‘unmanageable consumer’
Martin Powell and others
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Two
The consumer and New Labour: the consumer as king?
Eric Shaw
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Three
Narratives of public service delivery in the UK: comparing central and local government
Catherine Needham
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Four
Understanding the ‘differentiated consumer’ in public services
Richard Simmons
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Five
Differentiating consumers in professional services: information empowerment and the emergence of the fragmented consumer1
Angus Laing and others
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Six
The healthcare consumer
Martin Powell andIan Greener
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Seven
The consumer in education
Catherine M. Farrell
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Eight
The consumer and social housing
Nick Mills
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Nine
The people's police? Citizens, consumers and communities
John Clarke
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Ten
The consumer in social care
Caroline Glendinning
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Eleven
Differentiated consumers? A differentiated view from a service user perspective
Peter Beresford
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Twelve
Authoritative consumers or experts by experience? User groups in health and social care
Marian Barnes
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Thirteen
The public service consumer as member
Richard Simmons andJohnston Birchall
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Fourteen
Conclusion: the consumer in public services
Richard Simmons andMartin Powell
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End Matter
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