The Citizen-Consumer as Industrial Relations Actor: New Ways of Working and the End-User in Social Care

23 Pages Posted: 24 Jan 2011

See all articles by Ian Kessler

Ian Kessler

University of Oxford - Said Business School

Stephen Bach

King's College London - Department of Management

Date Written: January 13, 2011

Abstract

This article explores the role of the citizen-consumer as an actor in public service industrial relations. Based on research into the New Types of Worker programme in social care, the article considers how new work roles engage end-users as citizen-consumers in work relations and their consequences for stakeholders. It highlights the forms assumed by these roles and the factors influencing their development and impact, concluding that if the citizen-consumer is to be treated as an actor in industrial relations, researchers must show greater sensitivity to the categories of end-users and to the service context.

Suggested Citation

Kessler, Ian and Bach, Stephen, The Citizen-Consumer as Industrial Relations Actor: New Ways of Working and the End-User in Social Care (January 13, 2011). British Journal of Industrial Relations, Vol. 49, Issue 1, pp. 80-102, 2011, Available at SSRN: https://ssrn.com/abstract=1745765 or http://dx.doi.org/10.1111/j.1467-8543.2009.00759.x

Ian Kessler (Contact Author)

University of Oxford - Said Business School ( email )

Park End Street
Oxford, OX1 1HP
Great Britain

Stephen Bach

King's College London - Department of Management ( email )

150 Stamford Street
London, SE1 9NN
United Kingdom

Here is the Coronavirus
related research on SSRN

Paper statistics

Downloads
3
Abstract Views
330
PlumX Metrics