Waiting costs fall on clients, not workers, to protect worker efficiency
Evidence
Just as available time is a resource for people in politics, it is also a unit of value that may be extracted from clients as a cost of service. Clients are typically required to wait for services; it is a sign of their dependence and relative powerlessness that the costs of matching servers with the served are borne almost entirely by clients. It is to maximize the efficiency of workers’ time that queues are generally established. A primary reason that clinicbased practice is more efficient than home-based practice is simply that it is patients and not physicians who spend time traveling and waiting. — Michael Lipsky, Street-Level Bureaucracy, 657
Categorization
Category: Causal Relationships
Related
Broader Connections
- Worker political gains came at the expense of client-oriented service
#expands(0.85) — Michael Lipsky, Street-Level Bureaucracy, 601 - Clients may be held hostage by subcontractors exploiting scarcity for price hikes
#complicates(0.70)