The analysis of non-take-up. Beyond the service relation model.

Abstract

Service relations are not systematically fluid, and resistance is sometimes encountered in cases of non-take-up. The service relation model fails to take this into account. Therefore, as service agents' work consists in dealing with users' relations not only with themselves, but also with the offer, the analysis of non-take-up of rights and services requires a specific analytical model. This model would need to take users into account along with their relations to the offer and the normative content of that offer, over and above its delivery. In this respect, the social relation to the service model is more appropriate.