Nanna Mik-Meyer
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The power of bureaucracy, market and psychology in citizen–staff encounters
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This chapter addresses how the principles of bureaucracy, values of the market and norms from psychology influence welfare encounters in practice. Bureaucratic principles and new public management (NPM) may affect the welfare areas of employment and health more than, for instance, the welfare area of social work. The dominant principles and norms of powerful actors constitute the doxa of a field and thus affect which diagnoses are perceived as meaningful and legitimate. Diagnoses and other categorisation tools create a new way of perceiving and understanding a person, which also defines the way in which welfare staff ought to respond. The professional backgrounds and habitus of the welfare staff cause them to employ certain social categories and diagnoses when trying to solve the problems of citizens. Stress and depression were diagnoses, which were often brought into play when talking about what it meant to be busy or ill.

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The power of citizens and professionals in welfare encounters

The influence of bureaucracy, market and psychology


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