Client Abuse to Public Welfare Workers: Theoretical Framework and Critical Incident Case Study

Pernille Solveig Strøbæk, Marek Korczynski

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

6 Citationer (Scopus)

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 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.

OriginalsprogEngelsk
TidsskriftSociology
Vol/bind52
Udgave nummer4
Sider (fra-til)762-777
Antal sider16
ISSN0038-0385
DOI
StatusUdgivet - aug. 2018

Citationsformater