November 7, 1997

John Nalbandian
Department of Public Administration
University of Kansas
nalband@falcon.cc.ukans.edu

http://falcon.cc.ukans.edu/~nalband/John.html

Notes for Greater KCASPA Chapter Workshop on Customers and Citizens

 
    What is a Citizen
    Differences between Customers and Citizens
    Summary
    Are the differences important?
    What is the "story" of customer service?
    Responses
    Community Building as a Compelling Counter Story

    For more on stories and other presentations and cases