Klient i jego satysfakcja w usługach administracji publicznej
Client and his satisfaction in public administration services

Summary/Abstract: The role of a client in public services has been interesting for researchers and practitioners for many years. However, the analysis of the rich theoretical material shows that the concept of the client in the public sector seems to be poorly developed. This illustrates the emphasis on public sector managers’ orientation to the client, understood as applying management concepts from the private sector, which may lead to a devaluation of citizenship. The way of listening intently to the needs and expectations of clients is also not the strongest part of this concept. Frameworks of customer service require significant development of complex cognitive processes carried out in a continuous manner by responsible civil servants.

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