Consumerism and the Public Sector: How Well Does the Coat Fit?

Consumerism attempts to redress the imbalance of power that exists between those who produce goods and services, and those for whom they are provided. To achieve this end, five basic principles have been evolved which seek to improve consumers' access, choice, information, redress and representation. The article examines the relevance of these principles to services provided by local government and the health service. Its conclusion – that they are useful but not necessarily enough – is perhaps surprising, given the author's concern to place consumers' interests centre stage in discussions about what public services are for, and how they should be run. The article then considers whether the messages of consumerism are reaching their mark, and finally points to those issues which managers of public services – both politicians and professionals – must face if consumerism is to leave a legacy of real value.