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KMID : 1001320210480040005
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Social Welfare Policy
2021 Volume.48 No. 4 p.5 ~ p.49
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A Grounded Theory Analysis of Conflict Phenomenon in the Social Services Delivery Process - Focusing on the Health Care Service of Mothers and Newborns -
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Jung Myung-Jae
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Abstract
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This study starts from the research question, ‘What is the cause of the conflict in the social service delivery site, and what is the reduction and prevention method of the conflict?’. In order to find answers to questions, this study focused on the perceptions and behaviors of Service providers and users who are the main actors of the delivery site. In addition, the behavior of providers and training institutions was also reviewed using the Grounded theory and focusing on the health care service of mothers and newborns.
As a result of the study, ‘conflict in the field of social service delivery’ appears as task conflict and relationship conflict is caused by the diversification of the service environment, the lack of awareness and education with training level of workers and users. Since then, it spreads according to the essential, institutional, and personal characteristics of social services, causing conflicts in the field of social service delivery. In order to prevent and resolve conflicts, it is necessary to strengthen the professionalism of w orkers and to manage service quality such as satisfaction management. If not, the conflict at the delivery site was avoided, transformed and expanded. it led to impairing social service satisfaction and job quality. Also the conflict in the social service delivery site made difficult to operate the competitive principle of social service, and hindered the supply of sufficient social service, ultimately it led to a decrease in the quality of social service. In order to reduce and prevent such conflicts, the government is urged to play a role in improving the system, such as strengthening w orker’s expertise, resolving information asymmetries, and rationalizing service prices. Service providers are required to strengthen quality monitoring, strengthen service ethics and communication education, and expand awareness as experts. Service users also need to improve service awareness and strengthen learning about usage attitudes.
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KEYWORD
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Social services Delivery Process, Conflict, The health care service of mothers and newborns, Grounded Theory
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