The Citizen's Charter: The United Kingdom's Commitment to Customer Satisfaction in the Public Service Sector

Authors

  • J. Kent Pinney University of Nevada

Abstract

In July of 1991, John Major, the Prime Minister of the United Kingdom, introduced the Citizen's Charter, a public policy devoted to giving citizens more power in the market place; a policy for "raising the standard of public service, up to and beyond the best at present available;" and a policy which would set out the mechanics for "improving choice, quality, value and accountability" within that marketplace. What it was not intended to be was a recipe for state action or public agency intervention in the marketplace. The purpose of this paper is to review the initial charter and to describe the first year of its implementation in the British market place.

Downloads

Published

2022-03-25

Issue

Vol. 6 (1993): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

Each volume is copyrighted by Consumer Satisfaction, Dissatisfaction and Complaining Behavior. We encourage authors to submit published articles to research aggregators such as researchgate.net or academia.edu. You may use the PDF files from the published journal for submission to these aggregators.