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dc.contributor.authorSimmons, Richarden_UK
dc.contributor.authorBirchall, Johnstonen_UK
dc.contributor.authorProut, Alanen_UK
dc.description.abstractModern public services demand greater awareness of who they are trying to serve. Managing relationships in the service of the public therefore requires the ability to ‘tune in’ to who public service users are, and what they are trying to say. This article examines the nature of the relationships between service users and providers through various mechanisms of voice. It suggests that if the user voice is to be recognised and acknowledged, a range of channels should be provided that cater for the values, norms and attitudes of a differentiated user constituency. Beyond this, however, it suggests that the simple provision of a range of channels is insufficient. Resistance to hearing the user voice through one or other of these channels can result in counterproductive ‘culture clashes’ and/or withdrawal. The article argues that this should be avoided through a combination of appropriate institutional design and the commitment of institutional effort to ensure that service cultures fit better with users’ expectations.en_UK
dc.publisherConsumers' Association (Which?)en_UK
dc.relationSimmons R, Birchall J & Prout A (2007) Hearing Voices: User Involvement in Public Services. Consumer Policy Review, 17 (5), pp. 234-240.
dc.rightsThe publisher has granted permission for use of this article in this Repository. The article was first published in Consumer Policy Review by the Consumers' Association (Which?).en_UK
dc.subjectpublic servicesen_UK
dc.subjectPublic administration Case studiesen_UK
dc.subjectLocal government Great Britainen_UK
dc.titleHearing Voices: User Involvement in Public Servicesen_UK
dc.typeJournal Articleen_UK
dc.citation.jtitleConsumer Policy Reviewen_UK
dc.type.statusAM - Accepted Manuscripten_UK
dc.contributor.affiliationSociology, Social Policy & Criminologyen_UK
dc.contributor.affiliationSociology, Social Policy & Criminologyen_UK
dc.contributor.affiliationUniversity of Warwicken_UK
rioxxterms.typeJournal Article/Reviewen_UK
local.rioxx.authorSimmons, Richard|0000-0002-3843-6542en_UK
local.rioxx.authorBirchall, Johnston|en_UK
local.rioxx.authorProut, Alan|en_UK
local.rioxx.projectInternal Project|University of Stirling|
local.rioxx.filenameConsumer policy review paper.pdfen_UK
Appears in Collections:Faculty of Social Sciences Journal Articles

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