The NISPAcee Journal of Public Administration and Policy
Special Issue: Citiznes vs. Customers
Volume II, Number 2, Winter 2009/2010

Guest Editors:
Steven Van de Walle, Isabella Proeller, Laszlo Vass

Table of Contents

Introduction
Steven Van de Walle, Isabella Proeller, László Vass

From Customers to Citizens or the Adventures of "Citizenization”: The Perspectives of the Emerging European Demos
Attila Ágh

Beyond Citizens and Consumers? Publics and public service reform
John Clarke

Customer Orientation – Finnish Approach
Heikki Jousti

Citizens’ Roles in Their Relationships with Public Administrations: The Premises of a Debate
Jean-Patrick Villeneuve

Democratizing Major Forces (4Cs) of Public Services: Expanding Choices and Empowering Voices
Muhittin ACAR

The Politics of Citizen Satisfaction
Cosmo Howard

Client Orientation for Good Governance vs. Clientelism: Consideration from a Historically Negative Concept
Hiroko Kudo

Choosing the Trust and Trusting the Choice
Miriam Allam

Personalised Public Services: Empowering the Citizen or Liberating the
Consumer ?
Catherine Needham

Active Citizen vs Customer: Impact on Democratic Service Delivery
Edita Stumbraitė-Vilkišienė

"Golden” Customers and "Bronze” Citizens in CEE Countries
Kristiina Tonnissonn


Jointly published with EGPA (www.iias-iisa.org) and
Ministry of Finance of Finland (www.vm.fi).