Customer relationship management and citizenship: Technologies and identities in public services

Paul Richter; James Cornford

doi:10.1017/S1474746407004162

Customer relationship management and citizenship: Technologies and identities in public services

Research output: Contribution to journal › Article › peer-review

Abstract

UK public services are characterised by a tension between a model of the service user as a customer of public services and a model which envisages the user as a citizen. Drawing on empirical work in one local authority, we argue that in this tension the model of the customer is bolstered by the availability of ‘shrink wrapped’ or ‘black boxed’ IT-based ‘solutions’, available under the rubric of Customer Relationship Management. We argue that those who advocate the citizen perspective need to engage at this material and technological level if they are to be effective.

Original language	English
Pages (from-to)	211-220
Number of pages	10
Journal	Social Policy and Society
Volume	7
Issue number	2
DOIs	https://doi.org/10.1017/S1474746407004162
Publication status	Published - 2008

Access to Document

10.1017/S1474746407004162

Cite this

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