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| Author: | Rosenthal, P. Peccei, R. |
| Title: | 'The work you want, the help you need': Constructing the customer in Jobcentre Plus |
| Journal: | Organization
2007 : MAR, VOL. 14:2, p. 201-223 |
| Index terms: | customers consumption control public services management welfare reforms United Kingdom |
| Language: | eng |
| Abstract: | This article examines the concept of the customer and its application within the contemporary public sector of the U.K. The article i. considers shifting conceptions of the customer appearing in literatures on consumption, organization and the new public management (here as: n-p-mgmt.), and ii. explores the representation of the customer in an organization emblematic of the n-p-mgmt. in Britain. Jobcentre Plus is an emerging organization charged with delivery of the government's work-focused welfare agenda. Based on analysis of internal and public documents and observation of six sites, explored are the explicit and implicit meanings of the customer as conveyed through language and labelling, operational practices etc. It is found a complex interaction of narratives of customer sovereignty and control. It is also considered how this case may be read as to the academic narratives previously outlined. |
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