The Korea Local Administration Review

The user-centered (or customer-centered) approach has become a current fashion of administrative analysis. However, most existing studies of user-centered public services have limitations in that those studies focus on the public organizations' customer orientation. This study brings another dimension of customer-centeredness―customer power―to the fore of academic analyses and discussions. By conducting a secondary analysis of the customer evaluation results of the Public Service Charters, this study shows that Korean local governments failed to pay proper attention to customer power, although they performed relatively well in terms of customer orientation.