Jump to ContentJump to Main Navigation
Framing WorkUnitary, Pluralist and Critical Perspectives in the 21st Century$
Users without a subscription are not able to see the full content.

Edmund Heery

Print publication date: 2016

Print ISBN-13: 9780199569465

Published to Oxford Scholarship Online: October 2016

DOI: 10.1093/acprof:oso/9780199569465.001.0001

Show Summary Details
Page of

PRINTED FROM OXFORD SCHOLARSHIP ONLINE (www.oxfordscholarship.com). (c) Copyright Oxford University Press, 2020. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 28 March 2020

Debating the Customer

Debating the Customer

(p.138) 6 Debating the Customer
Framing Work

Edmund Heery

Oxford University Press

This chapter considers how unitary, pluralist, and critical traditions have responded to the emergence of the customer as a category within social analysis. The primary focus of all three traditions in the past has been on the worker–employer dyad but increasingly they have had to consider the trilateral relationship between workers, customers, and employers. The chapter examines unitary, pluralist, and critical conceptions of the trilateral relationship and the prescriptions each tradition makes for accommodating the customer. The chapter also focuses on a central issue, the marketization of public services, and reviews hard unitary, pluralist, and CLS writing on this topic. It is noted that unitarists favour marketization and believe that incentives can align worker and consumer interests; pluralists believe that public service quasi-markets must be appropriately regulated in order to balance interests; and that critical writers are opposed to marketization, advocating worker–consumer coalitions as a means of resistance.

Keywords:   customer/consumer, trilateral relationship, end-user organization, marketization, services, direct payments, personalization of care, worker–consumer coalition

Oxford Scholarship Online requires a subscription or purchase to access the full text of books within the service. Public users can however freely search the site and view the abstracts and keywords for each book and chapter.

Please, subscribe or login to access full text content.

If you think you should have access to this title, please contact your librarian.

To troubleshoot, please check our FAQs , and if you can't find the answer there, please contact us .