一线员工对公民就行政负担进行交流的回应

IF 6.1 1区 管理学 Q1 PUBLIC ADMINISTRATION Public Administration Review Pub Date : 2024-03-05 DOI:10.1111/puar.13800
Aske Halling, Niels Bjørn Grund Petersen
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引用次数: 0

摘要

有关行政负担的文献表明,公民在与国家互动时可能会经历不同种类的行政负担。然而,对于公民对这些经历的交流是否会影响一线员工如何执行合规要求,我们却知之甚少。基于街头官僚主义和行政负担的文献,我们假设公民对直接和间接心理成本的交流会影响一线员工对公民的包容倾向。此外,我们预计这种影响对多数族裔成员的作用要强于少数族裔成员。我们对来自 32 个就业机构的 1048 名丹麦公共个案工作者进行了预先登记的调查实验,以验证这些预期。结果表明,一线员工确实更愿意降低要求,并帮助那些表达了自己直接和间接心理成本体验的公民。此外,我们还发现一些证据表明,前线员工对来自多数族裔的公民的反应更为积极。
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Frontline employees' responses to citizens' communication of administrative burdens
The literature on administrative burdens demonstrates that citizens may experience different kinds of administrative burdens when interacting with the state. However, we know little about whether citizens' communication of these experiences affects how frontline employees implement compliance demands. Building on the street-level bureaucracy and administrative burden literature, we hypothesize that citizens' communication of direct and indirect psychological costs affects frontline employees' inclination to accommodate citizens. Furthermore, we expect this effect to be stronger for members of the ethnic majority than for ethnic minority members. We test these expectations using a preregistered survey experiment on a sample of 1048 Danish public caseworkers from 32 employment agencies. Results show that frontline employees are indeed more willing to reduce demands and help citizens that communicate their experiences of direct and indirect psychological costs. Further, we find some evidence that frontline employees are more responsive to citizens from the ethnic majority.
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来源期刊
Public Administration Review
Public Administration Review PUBLIC ADMINISTRATION-
CiteScore
15.10
自引率
10.80%
发文量
130
期刊介绍: Public Administration Review (PAR), a bi-monthly professional journal, has held its position as the premier outlet for public administration research, theory, and practice for 75 years. Published for the American Society for Public Administration,TM/SM, it uniquely serves both academics and practitioners in the public sector. PAR features articles that identify and analyze current trends, offer a factual basis for decision-making, stimulate discussion, and present leading literature in an easily accessible format. Covering a diverse range of topics and featuring expert book reviews, PAR is both exciting to read and an indispensable resource in the field.
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