This book sets out to investigate how individuals within modern welfare states adopt distinct roles and identities when interacting with public organisations – as citizens who contribute to society, as consumers driven by personal preferences, and as customers demanding efficiency and responsiveness. It also considers the impact of these roles in shaping public sector institutions.  

Drawing on evidence from Sweden, the book examines the intricate and sometimes conflicting roles of citizens, consumers, and customers in the public sector, demonstrating how public institutions must simultaneously balance collective welfare, individual rights, and market logic in order to preserve democratic engagement and trust in public organisations.

The book will appeal to scholars and students of public administration, public management and governance, as well as practitioners.

Tom S. Karlsson is Associate Professor in Public Administration at Gothenburg University, Sweden.