Customer management in public sector organisations

Abstract

In this paper, we review the results of a recent pilot study of the extent to which public sector organisations (PSOs) are focused on understanding and managing stakeholders, citizens or customers. Our conclusion is that while at the tactical level there has been some progress, there is still a long way to go when it comes to focusing PSOs on this task strategically. © 2008 Palgrave Macmillan Ltd.