On the Frontline: TheGatekeeperin Statutory Homelessness Services

Discretion on the Frontline: The Street Level Bureaucrat in English Statutory Homelessness Services

Changing homelessness services: revanchism, ‘professionalisation’ and resistance

This paper argues that the increasing international salience of homelessness can be partially explained by reference to the revanchist thesis (involving processes of coerced exclusion and abjection), but the situation on the ground is more complex. It reports on interviews with 18 representatives of 11 homelessness service providers in one city in England. As Cloke et al. found, these providers...

How Do We Measure Success in Homelessness Services? Critically Assessing the Rise of the Homelessness Outcomes Star

Listening to those on the frontline: service users’ experiences of London tuberculosis services

AIM To explore tuberculosis (TB) service users' experiences and satisfaction with care provision. BACKGROUND Thirty-nine percent of all new UK TB cases occur in London. Prevalence varies considerably between and within boroughs. Overall, research suggests inadequate control of London's TB transmission; TB has become a health care priority for all London Primary Care Trusts. Service users' exp...

Does big data analytics influence frontline employees in services marketing?

Purpose: Big Data Analytics (BDA) helps service providers with customer insights and competitive information. It also empowers customers with insights about the relative merits of competing services. The paper addresses the research question, “How does big data analytics enable frontline employees (FLEs) in effective service delivery?” Design/methodology/approach: The research develops schemas ...