dc.contributor.author | Breit, Eric Martin Alexander | |
dc.contributor.author | Egeland, Cathrine | |
dc.contributor.author | Løberg, Ida Bring | |
dc.contributor.author | Røhnebæk, Maria | |
dc.coverage.spatial | Norway | en_US |
dc.date.accessioned | 2021-06-03T13:31:52Z | |
dc.date.available | 2021-06-03T13:31:52Z | |
dc.date.created | 2020-12-04T12:43:47Z | |
dc.date.issued | 2020-11-06 | |
dc.identifier.citation | Social Policy & Administration. 2020, 1-15. | en_US |
dc.identifier.issn | 0144-5596 | |
dc.identifier.issn | 1467-9515 | |
dc.identifier.uri | https://hdl.handle.net/11250/2757583 | |
dc.description.abstract | This article addresses how frontline workers cope when dealing with digitally mediated service encounters. It draws on a qualitative study of frontline workers’ experiences in an increasingly digitalised work environment in the context of employment assistance services. The material shows that digitalising service encounters leads to two overall types of change for frontline employees, and the article explores related coping responses. First, the technology leads to an increased availability of the frontline workers to the clients. This is coped with by handing over, or ‘outsourcing’, responsibilities to clients through digital platforms, and by reducing what is experienced as ‘noise’ related to incoming enquiries. Second, the technology leads to increased transparency of the service interactions, which is coped with by being careful about the content of client communications. The analysis of these changes and their related coping responses contributes to the research on digital public service encounters and highlights avenues for empirical studies and theoretical development within a topical, yet little studied, field. | en_US |
dc.description.sponsorship | Funding was provided by the Norwegian Research Council, grant number 256706/H10. | en_US |
dc.language.iso | eng | en_US |
dc.publisher | Wiley | en_US |
dc.relation.ispartofseries | Social Policy & Administration; | |
dc.rights | This is the peer reviewed version of the following article: Breit, E, Egeland, C, Løberg, IB, Røhnebæk, MT. Digital coping: How frontline workers cope with digital service encounters. Soc Policy Adm. 2020; 1– 15, which has been published in final form at https://doi.org/10.1111/spol.12664. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. | |
dc.subject | Labour markets | en_US |
dc.subject | Labour market policies | en_US |
dc.subject | Unemployment | en_US |
dc.subject | Social work | en_US |
dc.subject | Digitalization | en_US |
dc.subject | Street-level bureaucracies | en_US |
dc.subject | Service encounters | en_US |
dc.title | Digital coping: How frontline workers cope with digital service encounters | en_US |
dc.type | Peer reviewed | en_US |
dc.type | Journal article | en_US |
dc.description.version | acceptedVersion | en_US |
dc.rights.holder | © 2020 John Wiley & Sons Ltd | en_US |
cristin.ispublished | true | |
cristin.fulltext | original | |
cristin.fulltext | postprint | |
cristin.qualitycode | 1 | |
dc.identifier.doi | https://doi.org/10.1111/spol.12664 | |
dc.identifier.cristin | 1856248 | |
dc.source.journal | Social Policy & Administration | en_US |
dc.source.pagenumber | 1-15 | en_US |
dc.relation.project | Norwegian Research Council: 256706/H10 | en_US |