摘要：Donna Baines's article ""Whose Needs are Being Served?" Critiquing Quantitative Evaluation Tools in Social Services Delivery" examines the role and impact of New Public Management forms of quantitative accountability schemes in transforming the nature of social service care work and service delivery in Canada. This study uses a large qualitative interview sample of front-line social service workers and a smaller sample of managers, supervisors, policymakers, and advocates to gather information on how these new accountability measures are changing the labour process and the services delivered by service care workers. In so doing, Baines also maps out how these workers have developed resistance strategies designed to undermine such neoliberal management schemes. In this regard, there is a dialect built into the paper that considers both restructuring and resistance in a holistic way.
