Study title

Abstract copyright UK Data Service and data collection copyright owner.

Processes of involvement and representation are seen as particularly important in public services if consumer interests are adequately to be taken into account. Yet there are several different, sometimes competing ways for consumers' views to be represented, and their interaction is not well understood. This study (part of the ESRC/AHRC ‘Cultures of Consumption’ Programme) explored these issues with service users and provider representatives in three public services – housing, social (day) care and leisure services.

Two case studies (a major and a minor) were selected for each area of the three service areas. Cases were selected not for their representativeness but in a purposive sample designed to cover a variety of experiences. A combination of face-to-face interviews and a self-completion questionnaire were used.

Further information is available from the Cultures of Consumption Programme project web page and the ESRC Award web page.


Main Topics:

The study includes data on views of public service users about how they experience and evaluate public services, and the choices they make as to how to express their views.