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User-Centered Approaches to Service Transactions and Agency of Service Users

In: Empowerment Through Agency Enhancement

Author

Listed:
  • Mine Sato

    (Yokohama National University)

  • Nobuo Sayanagi

    (Yamanashi Eiwa College)

  • Toru Yanagihara

    (Takushoku University)

Abstract

The author examines the “User-Centered Approach (UCA),” proposed as remedy for supply-side domination in service provision, paying particular attention to the “empowerment” of service users. First, conceptual and analytical approaches to service transaction and utilization are presented, followed by articulation and classification of the nature of services and conjectures on two types of failures. Second, in discussing the effectiveness of the UCA models (co-production and self-management), typologies of user-provider relations and of user agency are presented. Third, conceptual distinction between and empirical illustrations of the activation and development of user agency are provided and related to different types of empowerment interventions. Based on these arguments, an implicit stage theory of user agency is presented: pre-outreach → outreach → counselling → consulting → independence (full autonomy).

Suggested Citation

  • Mine Sato & Nobuo Sayanagi & Toru Yanagihara, 2022. "User-Centered Approaches to Service Transactions and Agency of Service Users," Springer Books, in: Empowerment Through Agency Enhancement, chapter 0, pages 123-150, Springer.
    • Handle: RePEc:spr:sprchp:978-981-19-1227-6_7
    DOI: 10.1007/978-981-19-1227-6_7
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