
Contents
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Introduction Introduction
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Charting the rise of the customer-citizen Charting the rise of the customer-citizen
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New Labour and the customer-citizen New Labour and the customer-citizen
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Customer-citizenship: issues, implications and limitations Customer-citizenship: issues, implications and limitations
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Inflexible services, stuck in the past Inflexible services, stuck in the past
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Consumer culture in the modern world Consumer culture in the modern world
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Learning from business Learning from business
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Customer-citizens with high expectations Customer-citizens with high expectations
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The customer citizen as choice-maker The customer citizen as choice-maker
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The emergent managerial role for customer-citizens The emergent managerial role for customer-citizens
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Conclusion Conclusion
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Note Note
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Four Customer-citizenship in modernised social work
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Published:March 2009
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Abstract
This chapter explores the origins of consumerism – in public services generally and social work specifically – in the Conservative governments' reforms of the public sector in the United Kingdom. It then discusses the way in which New Labour depicts the public sector as locked into its social-democratic welfare-state origins in terms of the rigidity and uniformity of its ‘monolithic’ service provision. In the modernisation agenda, the form and content of this portrayal of public-sector provision is contrasted with the fluidity and flexibility of contemporary consumer culture. Second, businesses operating within that culture are seen by New Labour as having much to teach the public sector about how to transform its services. Third, at the centre of the transformation that New Labour requires, there emerges the figure of the customer-citizen with high expectation, forged in consumer culture, carried over into encounters with the public sector, and straining at the leash to make choices about the services s/he receives. The chapter also considers the emergent managerial role envisaged for customer-citizens.
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