The service triangle and power: the role of frontline home support workers and consumer‐directed care—an Australian context | Zendy

Payne Graeme | Zendy; Fisher Greg | Zendy

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The service triangle and power: the role of frontline home support workers and consumer‐directed care—an Australian context

Author(s) -

Payne Graeme,

Fisher Greg

Publication year - 2019

Publication title -

industrial relations journal

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.525

H-Index - 3

eISSN - 1468-2338

pISSN - 0019-8692

DOI - 10.1111/irj.12247

Subject(s) - typology , context (archaeology) , agency (philosophy) , legislature , power (physics) , service (business) , business , perception , marketing , public relations , psychology , sociology , political science , paleontology , social science , physics , quantum mechanics , neuroscience , anthropology , law , biology

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.

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