Nanna Mik-Meyer
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Introduction
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This introduction presents an overview of the key concepts discussed in the subsequent chapters of this book. The book focuses on the altered (powerful) conditions for encounters between citizens and welfare workers. It investigates the principles of the bureaucracy, values of the market and norms from psychology which one must highlight and foreground when analysing the powerful encounter between citizens and welfare workers. The book describes the dilemmas and paradoxes of present day welfare work. It considers the concept of soft power, which was first developed by J. S. Nye in relation to the research field of international relations and which places great emphasis on agency. The book includes research from countries that are often believed to belong to very different welfare models, such as the UK, the US, Australia, Scotland, Germany, France, the Netherlands, Sweden and Denmark.

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The power of citizens and professionals in welfare encounters

The influence of bureaucracy, market and psychology

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