Why do Role Perceptions Matter? A Qualitative Study on Role Conflicts and the Coping Behavior of Dutch Municipal Enforcement Officers

This study examines municipal enforcement officers’ role perceptions because their role has shifted from a traditional officer to a broader, social role within the community as a “city host.” Furthermore, we investigate whether role perceptions influence how officers cope with role conflicts. Interviews showed that municipal enforcement officers perceive sufficient discretion in their work and develop their own role perceptions. Some officers adopt a networking role and cooperate with various parties while others fulfill a narrower role as a bureaucrat and rely heavily on rules and protocols. Some officers successfully balance both roles. The way municipal enforcement officers perceive their role has an influence on their coping behavior. Given the belief that there should be a shift from bureaucratic styles of policing towards a broader, more social, role in communities, organizations should be aware that role perceptions play an important role in how officers behave.