Clients, customers and consumers: a framework for exploring the user-experience of the planning service

Harris, Neil Robert ORCID: https://orcid.org/0000-0003-4087-1698 and Thomas, Alun Huw ORCID: https://orcid.org/0000-0002-1168-6517 2011. Clients, customers and consumers: a framework for exploring the user-experience of the planning service. Planning Theory & Practice 12 (2) , pp. 249-268. 10.1080/14649357.2011.580157

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Abstract

Planning has increasingly been portrayed as a “service” provided to “customers”. This paper challenges such a view, and highlights some important dimensions of the relationship between planners and users of the planning service that have been overlooked in previous studies. It draws on sociological research into consumption to interrogate the various logics that underlie the concept of “customer-focused” planning services, and shows that they are typically based on an oversimplification of the relationships involved in both producing and consuming planning services. In particular, analyses of these reforms tend to underplay the demands that are made of consumers of planning services. The new analytic framework that is presented is illustrated with a case study that investigates the experience of small businesses when applying for planning permission.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Geography and Planning (GEOPL)
Subjects:	H Social Sciences > HT Communities. Classes. Races
Uncontrolled Keywords:	Modernisation ; Public services ; Choice ; Customer ; Consumer
Publisher:	Taylor & Francis
ISSN:	1464-9357
Last Modified:	03 Aug 2023 17:29
URI:	https://orca.cardiff.ac.uk/id/eprint/10633

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