Workplace relational dynamics change when the customer or client takes on greater power in the relationship. Adopting a typology of the service triangle, this qualitative study examines frontline home support workers’ perceptions of their power, following recent legislative change from a traditional agency-directed aged care model to consumer-directed care.
SOURCE: Graeme Payne and Greg Fisher. “The Service Triangle and Power: the role of frontline home support workers and consumer?directed care: an Australian context.” Industrial Relations Journal, 17 April 2019.
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