Sixteen ways to consumerize public services: Pick ‘n mix or painful trade‐offs?

Abstract

Customer‐driven government is a much‐stressed theme of contemporary public management reform. This article identifies 16 ways to consumerize public services and uses that typology to examine the delivery of four services in three countries. It argues that consumerization has no single meaning, that different state traditions emphasize consumerism in different ways, and that different forms of public service consumerism may be incompatible with one another.

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