Consecuencias políticas de la acción administrativa: el paradigma del ciudadano-cliente

Abstract

This article examines the increasing use of the term citizen-client in the current discourse of public managers. Its objective is to analyze the theoretical contradictions within this usage, and its implications for traditional notions of citizenship, particularly in connection with the subject of citizen participation. Moreover, the article presents an analysis of the European Primer on Customer Satisfaction Management, a document recently published under the auspices of the European Union, which refers to a number of public management initiatives intended to increase opportunities for such participation.