This paper contributes to a deeper understanding of front-line service workers’ experience of the worker–client relationship. It is based on a series of in-depth interviews with non-professionally affiliated workers in new front-line roles in UK mental health services. The findings cover three main areas: worker motivation and orientation; the nature of the worker–client relationship; and the role played in the relationship by the structure of work and relationships with colleagues. Evidence is found to support the use of the framework of Korczynski (Sociology, 43, 2009), but the research also suggests ways in which each of the framework's elements might be developed. It is argued that the idea of ‘caring’ is in need of refinement; that worker–client relations should not be seen solely in terms of client sovereignty and that a focus on the technical organisation of work can only go some way towards providing an understanding of the worker experience.

中文翻译：

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理论化一线服务工作中的工人-客户关系：了解英国心理健康服务中非专业附属工作者的经验

本文有助于更深入地了解一线服务人员对工客户关系的体验。它基于对英国心理健康服务新一线岗位的非专业附属工作者的一系列深入访谈。调查结果涵盖三个主要领域：工人的动机和方向；工人与客户关系的性质；以及工作结构和与同事的关系在关系中所起的作用。有证据支持使用 Korczynski 的框架（社会学, 43, 2009)，但该研究还提出了可能开发每个框架元素的方法。有人认为“关怀”的概念需要细化；不应仅从客户主权的角度来看待工人与客户的关系，而对工作技术组织的关注只能在某种程度上有助于了解工人的经验。