Client abuse to public welfare workers: theoretical framework and critical incident case study
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...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Published: |
Sage
2016
|
| Subjects: | |
| Online Access: | https://eprints.nottingham.ac.uk/41483/ |
| _version_ | 1848796284524167168 |
|---|---|
| author | Stroebeak, Pernille Korczynski, Marek |
| author_facet | Stroebeak, Pernille Korczynski, Marek |
| author_sort | Stroebeak, Pernille |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T19:45:32Z |
| format | Article |
| id | nottingham-41483 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| last_indexed | 2025-11-14T19:45:32Z |
| publishDate | 2016 |
| publisher | Sage |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-414832020-05-04T18:26:37Z https://eprints.nottingham.ac.uk/41483/ Client abuse to public welfare workers: theoretical framework and critical incident case study Stroebeak, Pernille Korczynski, Marek 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. Sage 2016-12-12 Article PeerReviewed Stroebeak, Pernille and Korczynski, Marek (2016) Client abuse to public welfare workers: theoretical framework and critical incident case study. Sociology . ISSN 1469-8684 coping client abuse market economies public welfare workers social market economy liberal market economy new public management reforms http://journals.sagepub.com/doi/abs/10.1177/0038038516672626 doi:10.1177/0038038516672626 doi:10.1177/0038038516672626 |
| spellingShingle | coping client abuse market economies public welfare workers social market economy liberal market economy new public management reforms Stroebeak, Pernille Korczynski, Marek Client abuse to public welfare workers: theoretical framework and critical incident case study |
| title | Client abuse to public welfare workers: theoretical framework and critical incident case study |
| title_full | Client abuse to public welfare workers: theoretical framework and critical incident case study |
| title_fullStr | Client abuse to public welfare workers: theoretical framework and critical incident case study |
| title_full_unstemmed | Client abuse to public welfare workers: theoretical framework and critical incident case study |
| title_short | Client abuse to public welfare workers: theoretical framework and critical incident case study |
| title_sort | client abuse to public welfare workers: theoretical framework and critical incident case study |
| topic | coping client abuse market economies public welfare workers social market economy liberal market economy new public management reforms |
| url | https://eprints.nottingham.ac.uk/41483/ https://eprints.nottingham.ac.uk/41483/ https://eprints.nottingham.ac.uk/41483/ |