Consumerism and control: evidence from Swedish central government agencies

摘要

This article examines whether the control practices associated with public sector consumerism, such as devolved performance management and accountability, enhance organizations' responsiveness to customer needs and preferences. The research highlighted the need for trade-offs between resource allocation and customer needs and how this affects rationing of services. This is a serious dilemma as the public sector comes under the dual pressures of the consumerist movement and a tightening funding situation.