1. Customer-driven management models for choiceless clientele? Business process reengineering in a California welfare agency. (February 2016) Authors: Esbenshade, Jill; Vidal, Matt; Fascilla, Gina; Ono, Mariko Journal: Work, employment & society Issue: Volume 30:Number 1(2016:Feb.) Page Start: 77 Record Type: Journal Article View Content: Available online (eLD content is only available in our Reading Rooms) ↗