Client Abuse to Public Welfare Workers: Theoretical Framework and Critical Incident Case Study
Publikation: Bidrag til tidsskrift › Tidsskriftartikel › Forskning › fagfællebedømt
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Client Abuse to Public Welfare Workers : Theoretical Framework and Critical Incident Case Study. / Strøbæk, Pernille Solveig; Korczynski, Marek.
I: Sociology, Bind 52, Nr. 4, 08.2018, s. 762-777.Publikation: Bidrag til tidsskrift › Tidsskriftartikel › Forskning › fagfællebedømt
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TY - JOUR
T1 - Client Abuse to Public Welfare Workers
T2 - Theoretical Framework and Critical Incident Case Study
AU - Strøbæk, Pernille Solveig
AU - Korczynski, Marek
PY - 2018/8
Y1 - 2018/8
N2 - We analyse a case study of workers’ experience of client abuse in a Danish public welfare organisation. We make an original contribution by putting forward two different theoretical expectations of the case. One expectation is that the case follows a pattern of customer abuse processes in a social market economy – in which workers are accorded power and resources, in which workers tend to frame the abuse as the outcome of a co-citizen caught in system failure and in which workers demonstrate some resilience to abuse. Another expectation is that New Public Management reforms push the case to follow patterns of customer abuse associated with a liberal market economy – in which the customer is treated as sovereign against the relatively powerless worker, and in which workers bear heavy emotional costs of abuse. Our findings show a greater match to the social processes of abuse within a social market economy.
AB - We analyse a case study of workers’ experience of client abuse in a Danish public welfare organisation. We make an original contribution by putting forward two different theoretical expectations of the case. One expectation is that the case follows a pattern of customer abuse processes in a social market economy – in which workers are accorded power and resources, in which workers tend to frame the abuse as the outcome of a co-citizen caught in system failure and in which workers demonstrate some resilience to abuse. Another expectation is that New Public Management reforms push the case to follow patterns of customer abuse associated with a liberal market economy – in which the customer is treated as sovereign against the relatively powerless worker, and in which workers bear heavy emotional costs of abuse. Our findings show a greater match to the social processes of abuse within a social market economy.
KW - client abuse
KW - coping
KW - liberal market economy
KW - market economies
KW - New Public Management reforms
KW - public welfare workers
KW - social market economy
U2 - 10.1177/0038038516672626
DO - 10.1177/0038038516672626
M3 - Journal article
VL - 52
SP - 762
EP - 777
JO - Sociology
JF - Sociology
SN - 0038-0385
IS - 4
ER -
ID: 165436787