The public services under reconstruction : client experiences, professional practices, managerial control

chapter 1 The public services are under debate -- chapter 2 Meanwhile, in society -- chapter 3 ‘Why are we here?’ Core services and client relationships -- chapter 4 The (re)construction of the services: (Re)routing the clients -- chapter 5 ‘Whatever it takes!’ The organizational relevance of professional responsibilities -- chapter 6 ‘What am I doing here?’ The client experience -- chapter 7 The new management: About ‘process’ and ‘control’ -- chapter 8 Conclusion: Where are we now?.