General administration between theory and practice

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We can conclude that the traditional public services management is currently caught between several contradictions, as the logic of solutions within the framework of modernization and reform must carry that balance between considerations of effectiveness, i.e. economic considerations and social considerations. The fundamental change in the methods of managing public services according to modern public administration theory lies in considering consumers of public services as conscious customers who are dealt with according to commercial concepts and values.

Do you agree with what was stated in the last part of the above paragraph? Explaining scientific examples and convincing reasons for this, with a full explanation indicating your personal opinion as well.