{"id":"https://openalex.org/W2007365380","doi":"https://doi.org/10.1080/14649357.2011.580157","title":"Clients, Customers and Consumers: A Framework for Exploring the User-Experience of the Planning Service","display_name":"Clients, Customers and Consumers: A Framework for Exploring the User-Experience of the Planning Service","publication_year":2011,"publication_date":"2011-06-01","ids":{"openalex":"https://openalex.org/W2007365380","doi":"https://doi.org/10.1080/14649357.2011.580157","mag":"2007365380"},"language":"en","primary_location":{"id":"doi:10.1080/14649357.2011.580157","doi":"https://doi.org/10.1080/14649357.2011.580157","is_oa":false,"landing_page_url":"https://doi.org/10.1080/14649357.2011.580157","pdf_url":null,"source":{"id":"https://openalex.org/S132076093","display_name":"Planning Theory & Practice","issn_l":"1464-9357","issn":["1464-9357","1470-000X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","dongbi-b","jufo-2","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319847","host_organization_name":"Routledge","host_organization_lineage":["https://openalex.org/P4310319847","https://openalex.org/P4310320547"],"host_organization_lineage_names":["Routledge","Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Planning Theory &amp; Practice","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5017615281","display_name":"Neil Harris","orcid":"https://orcid.org/0000-0003-4087-1698","observed_orcids":["https://orcid.org/0000-0003-4087-1698"]},"institutions":[{"id":"https://openalex.org/I79510175","display_name":"Cardiff University","ror":"https://ror.org/03kk7td41","country_code":"GB","type":"education","lineage":["https://openalex.org/I79510175"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Neil Harris","raw_affiliation_strings":["School of City and Regional Planning, Cardiff University, Cardiff, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of City and Regional Planning, Cardiff University, Cardiff, UK","institution_ids":["https://openalex.org/I79510175"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5011938600","display_name":"Huw Thomas","orcid":"https://orcid.org/0000-0002-1168-6517","observed_orcids":["https://orcid.org/0000-0002-1168-6517"]},"institutions":[{"id":"https://openalex.org/I79510175","display_name":"Cardiff University","ror":"https://ror.org/03kk7td41","country_code":"GB","type":"education","lineage":["https://openalex.org/I79510175"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Huw Thomas","raw_affiliation_strings":["School of City and Regional Planning, Cardiff University, Cardiff, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of City and Regional Planning, Cardiff University, Cardiff, UK","institution_ids":["https://openalex.org/I79510175"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5011938600","https://openalex.org/A5017615281"],"corresponding_institution_ids":["https://openalex.org/I79510175"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.28867994,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"12","issue":"2","first_page":"249","last_page":"268"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10239","display_name":"Urban Planning and Governance","score":0.8339999914169312,"subfield":{"id":"https://openalex.org/subfields/3322","display_name":"Urban Studies"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10239","display_name":"Urban Planning and Governance","score":0.8339999914169312,"subfield":{"id":"https://openalex.org/subfields/3322","display_name":"Urban Studies"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13247","display_name":"Local Governance and Planning","score":0.1492999941110611,"subfield":{"id":"https://openalex.org/subfields/3305","display_name":"Geography, Planning and Development"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.012500000186264515,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/planning-services","display_name":"planning services","score":0.843999981880188},{"id":"https://openalex.org/keywords/user-experience","display_name":"user experience","score":0.7739999890327454},{"id":"https://openalex.org/keywords/sociology-of-consumption","display_name":"sociology of consumption","score":0.8460000157356262},{"id":"https://openalex.org/keywords/planning-reform","display_name":"planning reform","score":0.7910000085830688},{"id":"https://openalex.org/keywords/small-business","display_name":"small business","score":0.9700000286102295}],"concepts":[{"id":"https://openalex.org/C30772137","wikidata":"https://www.wikidata.org/wiki/Q5164762","display_name":"Consumption (sociology)","level":2,"score":0.6348336338996887},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6031787991523743},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5114444494247437},{"id":"https://openalex.org/C2779089604","wikidata":"https://www.wikidata.org/wiki/Q7169333","display_name":"Permission","level":2,"score":0.49290990829467773},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.476362943649292},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3651091158390045},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3602718710899353},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.29829370975494385},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2859082818031311},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.12286987900733948},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/14649357.2011.580157","doi":"https://doi.org/10.1080/14649357.2011.580157","is_oa":false,"landing_page_url":"https://doi.org/10.1080/14649357.2011.580157","pdf_url":null,"source":{"id":"https://openalex.org/S132076093","display_name":"Planning Theory & Practice","issn_l":"1464-9357","issn":["1464-9357","1470-000X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","dongbi-b","jufo-2","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319847","host_organization_name":"Routledge","host_organization_lineage":["https://openalex.org/P4310319847","https://openalex.org/P4310320547"],"host_organization_lineage_names":["Routledge","Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Planning Theory &amp; Practice","raw_type":"journal-article"},{"id":"pmh:oai:https://orca.cardiff.ac.uk:10633","doi":null,"is_oa":false,"landing_page_url":"https://orca.cardiff.ac.uk/id/eprint/10633/","pdf_url":null,"source":{"id":"https://openalex.org/S4306401195","display_name":"ORCA Online Research @Cardiff (Cardiff University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79510175","host_organization_name":"Cardiff University","host_organization_lineage":["https://openalex.org/I79510175"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/11","display_name":"Sustainable cities and communities","score":0.4699999988079071}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":41,"referenced_works":["https://openalex.org/W80512224","https://openalex.org/W565241983","https://openalex.org/W587880854","https://openalex.org/W609101932","https://openalex.org/W626858042","https://openalex.org/W646761913","https://openalex.org/W1505996732","https://openalex.org/W1552687015","https://openalex.org/W1554328701","https://openalex.org/W1562796450","https://openalex.org/W1565654767","https://openalex.org/W1599612485","https://openalex.org/W1694352147","https://openalex.org/W1775938710","https://openalex.org/W1857796375","https://openalex.org/W1964215907","https://openalex.org/W1971484780","https://openalex.org/W1978639615","https://openalex.org/W1998945518","https://openalex.org/W2011367832","https://openalex.org/W2016008944","https://openalex.org/W2025508148","https://openalex.org/W2051033137","https://openalex.org/W2053159646","https://openalex.org/W2082962635","https://openalex.org/W2093967875","https://openalex.org/W2094424896","https://openalex.org/W2120164419","https://openalex.org/W2130333935","https://openalex.org/W2131543581","https://openalex.org/W2140667655","https://openalex.org/W2151386631","https://openalex.org/W2167387557","https://openalex.org/W2484844487","https://openalex.org/W2485318988","https://openalex.org/W2501314606","https://openalex.org/W2552608993","https://openalex.org/W2563185723","https://openalex.org/W2727439777","https://openalex.org/W2965894648","https://openalex.org/W4244383376"],"related_works":["https://openalex.org/W1964215907","https://openalex.org/W2493541924","https://openalex.org/W4406899773","https://openalex.org/W2410952697","https://openalex.org/W7130802835","https://openalex.org/W1990094566","https://openalex.org/W2020013010","https://openalex.org/W627212579","https://openalex.org/W2302969460","https://openalex.org/W3047425013"],"abstract_inverted_index":{"Planning":[0],"has":[1],"increasingly":[2],"been":[3,35],"portrayed":[4],"as":[5],"a":[6,15,110],"\u201cservice\u201d":[7],"provided":[8],"to":[9,47,88],"\u201ccustomers\u201d.":[10],"This":[11],"paper":[12],"challenges":[13],"such":[14],"view,":[16],"and":[17,27,60,77],"highlights":[18],"some":[19],"important":[20],"dimensions":[21],"of":[22,29,56,70,84,95,97,117],"the":[23,30,49,54,71,90,115],"relationship":[24],"between":[25],"planners":[26],"users":[28],"planning":[31,58,79,98,123],"service":[32],"that":[33,52,62,92,104,113],"have":[34],"overlooked":[36],"in":[37,74],"previous":[38],"studies.":[39],"It":[40],"draws":[41],"on":[42,67],"sociological":[43],"research":[44],"into":[45],"consumption":[46],"interrogate":[48],"various":[50],"logics":[51],"underlie":[53],"concept":[55],"\u201ccustomer-focused\u201d":[57],"services,":[59],"shows":[61],"they":[63],"are":[64,93],"typically":[65],"based":[66],"an":[68],"oversimplification":[69],"relationships":[72],"involved":[73],"both":[75],"producing":[76],"consuming":[78],"services.":[80,99],"In":[81],"particular,":[82],"analyses":[83],"these":[85],"reforms":[86],"tend":[87],"underplay":[89],"demands":[91],"made":[94],"consumers":[96],"The":[100],"new":[101],"analytic":[102],"framework":[103],"is":[105,107],"presented":[106],"illustrated":[108],"with":[109],"case":[111],"study":[112],"investigates":[114],"experience":[116],"small":[118],"businesses":[119],"when":[120],"applying":[121],"for":[122],"permission.":[124]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
