Client abuse to public welfare workers: theoretical framework and critical incident case study

Stroebeak, Pernille and Korczynski, Marek (2016) Client abuse to public welfare workers: theoretical framework and critical incident case study. Sociology . ISSN 1469-8684

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Abstract

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 worker 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.

Item Type: Article
Keywords: coping, client abuse, market economies, public welfare workers, social market economy, liberal market economy, new public management reforms
Schools/Departments: University of Nottingham, UK > Faculty of Social Sciences > Nottingham University Business School
Identification Number: 10.1177/0038038516672626
Depositing User: Howis, Jennifer
Date Deposited: 23 Mar 2017 14:34
Last Modified: 23 Mar 2017 14:34
URI: http://eprints.nottingham.ac.uk/id/eprint/41483

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