“顾客导向”的生成与政府行为转向

The Rise of Customer-orientation and Its Impact on Government Behavior

政府与公民的关系随生产与消费模式的变化而发生着转型。20世纪70年代前,在福特主义的生产与消费模式下,消费者只能被动接受企业提供的标准化产品,也就不会作为顾客驱动政府改革。随着福特主义的衰落,卖方市场迅速转变为买方市场,消费者在私人领域获得了“主权者”式的顾客地位,也就开始将其在私人领域中的行为逻辑带入公共领域,从而使当代政府表现出了新的行为取向。在政府间竞争日益激烈的条件下,当代政府具有了一定的顾客回应性,其行为表现出吸引顾客而不欢迎非顾客的双重特征。但同时,这种行为又会造成公民间的不平等,如何回应由“顾客导向”的政府行为造成的不平等,就成了当代公共管理实践与研究的共同挑战。

The relation between government and citizens changes as the relation between production and consumption changes.In the Fordism period before 1970s,consumers used to accept standardized products provided by firms in the market,and when they enter relations with government bureaucracies,they behave just the same as in the market.With the fall of Fordism,consumers soon became sovereign customers,who find government bureaucracies irresponsive and unsatisfactory as compared to firms,and urge these bureaucracies to behave customer-friendly.Because of the fierce competition between governments,contemporary governments must be customer-responsive.But when they do so,they will produce inequality among citizens.The balance between customer-responsiveness and equality is a challenge public management practice and research have to meet.