Managers shaping the service triangle: Navigating resident and worker interests through work design in nursing homes

Vermeerbergen, Lander, McDermott, Aoife M. ORCID: https://orcid.org/0000-0002-9195-7435 and Benders, Jos 2021. Managers shaping the service triangle: Navigating resident and worker interests through work design in nursing homes. Work and Occupations 48 (1) , pp. 70-98. 10.1177/0730888420930770

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Abstract

Managers play a key role in shaping the service triangle and navigating stakeholder interests within this. In healthcare, labor shortages are prompting consideration of the consequences of care delivery for service users and staff. Here we consider how senior nursing home managers tasked with balancing resident and worker interests manage tensions using work design. Findings identify a five-cluster typology, reflecting variations in how managers from twenty Flemish nursing homes operationalize the same resident-centred care model. Managers purposively shape a different service triangle in each operationalization, variously prioritizing benefits for residents, seeking the golden mean or attempting to suppress tensions.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Publisher:	SAGE
ISSN:	0730-8884
Date of First Compliant Deposit:	4 June 2020
Date of Acceptance:	6 May 2020
Last Modified:	23 Nov 2024 22:15
URI:	https://orca.cardiff.ac.uk/id/eprint/132196

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