Customers, citizens, and residents: The semantics of public service recipients

Research output: Contribution to journalArticlepeer-review

7 Scopus citations


This article illustrates how customer and citizen can be exclusive in the current context in which governance exists and proposes a shift in public administration's conception of citizenship. An examination of the impact of public administration vernacular on society is used to provide insight into how to make public service more inclusive in an increasingly dynamic and diverse world. Global citizenship, one based in residency, is explored as a useful concept for public administration at the local level. Finally, the article discusses how local public administrators and public administration scholars can reinforce residency-based citizenship to promote collaborative governance.

Original languageEnglish (US)
Pages (from-to)878-899
Number of pages22
JournalAdministration and Society
Issue number7
StatePublished - Dec 1 2009


  • Citizenship
  • Participation
  • Underrepresented groups

ASJC Scopus subject areas

  • Sociology and Political Science
  • Public Administration
  • Marketing


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