Keeping It Public: Defending Public Service Values in a Customer Service Age

• 成果类型: Article
• 署名作者: Jos, Philip H.; Tompkins, Mark E.
• 署名单位: College of Charleston; University of South Carolina System; University of South Carolina Columbia
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.1111/j.1540-6210.2009.02065.x
• 发表日期: 2009
• 页码: 1077-1086
• 关键词: citizen participation; preferences; management; governance; QUALITY; MARKETS; CHOICE; care

摘要

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.