Citizens, co-producers, customers, clients, captives? A critical review of consumerism and public services1

1 This work formed part of the Economic and Social Research Council's Public Services Programme research project ‘Public Services Reform in Scotland: current knowledge and future prospects’ (ESRC Reference RES-153-27-0015).

Abstract

Consumerism and choice have become prominent ideas in the design and delivery of public services. Often perceived as a way to improve the quality and value of public services, potential downsides and areas of concern that relate to a consumerist approach are frequently ignored. This review essay takes a critical stance on the application of a consumerist discourse to public service provision and management by exploring four key areas of concern: definitional problems, questions about the concept's transferability from a private to a public sector setting, the problematic nature of ‘choice’, and difficulties associated with implementing consumerist ideas within public service contexts..

Key words:

• citizens
• consumers
• customers
• clients
• consumerism
• public services

Notes

1 This work formed part of the Economic and Social Research Council's Public Services Programme research project ‘Public Services Reform in Scotland: current knowledge and future prospects’ (ESRC Reference RES-153-27-0015).