A dominant assumption in the street-level bureaucracy literature is that bureaucrats' discretion curtailed by automated systems. Drawing on survey and factual data (n = 549) from Dutch inspectors, we test effect of automation enforcement style whether this can be explained discretion-as-perceived. Our results show (1) increases legal accommodation style; (2) discretion-as-perceived does not mediate effect; but (3) decrease The main implication do find empirical evidence for curtailment...

Abstract Citizens encounter many street‐level bureaucrats in their lifetime. How do they assess the traits of meet? Understanding citizens’ assessments is important, because citizens are not passive receivers policies. This article explores classifications based on core task. Using a factorial survey (n = 580), three clusters identified: those who regulation oriented, service and both oriented. Then, tests how these types assessed warmth competence whether gender matters. A between‐subjects...

Abstract How citizens behave toward public sector workers is crucial for the well‐being and performance of workers. Scholars have mainly focused on understanding negative citizen behaviors, such as aggression. We study a positive behavior, namely compassionate behavior. real behavior in form writing encouragement messages that are distributed to social field. test if showing difficulties faced by results more messages. also bureaucrat bashing less Using preregistered experiment among...

Abstract Governments use different regulatory instruments to ensure that businesses owners or “inspectees” comply with rules and regulations. One tool is increasingly applied disclosing inspectees’ performance information other stakeholders. Disclosing has consequences for street‐level bureaucrats because it increases the visibility of their day‐to‐day work. Using a survey (n = 507) among Dutch inspectors Netherlands Food Consumer Product Safety Authority, this article shows disclosure an...

Public employees are stereotyped as lazy, inefficient, and slow. When made aware of such stereotypes, they may experience stereotype threat that impairs their task-performance. Across two pre-registered, large-scale between-subjects experiments (n1 = 1,543; n2 1,147), we found performance in terms task correctness, processing time, effort was unaffected by information negative public employee stereotypes. Our results do not indicate effects for This finding offers valuable theoretical...

We present an inductive, citizen-driven appraoch to identify stereotypes of public sector worekrs across the United States, Canada, Netherlands and South Korea (Study 1: n=918; Study 2: n=3,042). Contrary common negative portrayals, we idetify two positive countries — having job security serving society; one neutral/negative stereotype going home on time. Notably, Americans Canadians have a more favorable view workers than Dutch Koreans. This study opens avenues for exploring impact context...

This study investigates street-level bureaucrats' enforcement style and its underlying dimensions by developing validating a multidimensional measurement scale. Developing scale for is relevant because the number of contested studies scales are scarce. complicates cross-sector cross-national comparisons. Using survey among inspectors Netherlands Food Consumer Product Safety Authority, found to comprising three dimensions: (1) legal, (2) facilitation, (3) accommodation. contributes more...

This study investigates the extent to which inspectors perceive government transparency as impacting regulatory performance. It theorizes that when an increase in transparency, they find perceived relational distance between themselves and their inspectees rises this, subsequently, increases The findings from a survey among Netherlands Food Consumer Product Safety Authority ( n = 466) confirm view enhancing further this mechanism by comparing two divisions with different levels of factual...

This article analyzes the relation between leadership style of managers and enforcement street-level bureaucrats. We also studied influence organizational culture. The analysis is based on a survey among 549 inspectors Food Consumer Product Safety Authority (NVWA) in Netherlands. Studying transactional servant findings show that contrary to general assumptions literature behaviour only very limited. Organization culture has more how enforce rules their interactions with inspectees.

Abstract This article analyses whether the emotional intelligence (EI) of street‐level bureaucrats, in this case inspectors, predicts their individual performance. It explores EI aggression that inspectors face and explains relation between Our survey among 547 measuring (self) perceptions, shows inspectors' ability to appraise others' emotions use intelligently (i.e., motivating themselves maintaining a positive attitude) is significantly associated with Ability increases encountered (as...

This paper studies the intended and unintended effects of street-level bureaucrats’ enforcement style. More specifically, it answers to what extent style affects citizens’ obedience (i.e. effect) during face-to-face encounters willingness publicly shame bureaucrats effect). Building on insights from social interactionist theory coercive actions, a trade-off is theorized between effect on-the-spot public shaming. Results an experiment ( n = 318) replication 311) in The Netherlands reveal that...

This study increases our understanding on how to improve the well-being of street-level bureaucrats. We test effect social belonging interventions bureaucrats’ in times crisis. argue stimulating is especially relevant during crises, because it mitigates identity threats caused by high levels uncertainty and adversities. conducted a pre-registered survey experiment Covid-19 pandemic among Belgian inspectors ( n = 423). find have small, positive d 0.26) work engagement but no burnout. outline...

Abstract There are both negative and positive stereotypes about public sector workers. Most studies focus on stereotypes, like the idea that servants lazy. We, however, do opposite. We a stereotype: workers seen as caring helpful. test effects of quality service delivery. Using pre-registered audit experiment in elderly care Netherlands Belgium, we find activating pro-social stereotype does not affect outcome terms response rate information provision. However, it improve bureaucratic...

This paper studies frontline workers' experienced compassion towards clients. The purpose of this study is two-fold. First, it develops a measurement scale for Second, investigates how affects workers and theorizes that may lead to burnout, partly because believe by working overtime help clients (i.e., coping) adequate services can be provided. Using Structural Equation Modelling (n = 849), validates with two underlying dimensions: empathic concern compassionate motivation. These dimensions...

In this era of politically charged social media uses, broadcast campaign advertising is being transformed in the online environment, not only by candidates but also citizens. Likewise, negative campaigning, specifically ‘attack’ advertising, has been analyzed and discussed widely concerning possible implications for voters. However, a specific focus on analyzing such advertisements — especially environments across nations explored great detail. Thus, inquiry examines campaigning media, since...

Is there a relation between street-level bureaucrats’ enforcement style and their perception of the risk getting blamed? This article answers this question on basis survey ( n = 507) among inspectors Netherlands Food Product Safety Authority. We included perceived media attention work as factor that might influence blame style. Three dimensions were distinguished from earlier research: legal, facilitative accommodative. found when perceive more risk, they employ slightly less legal and,...

Religious symbols, such as the hijab, are often deemed undesirable or banned in public employment. We test if clients’ perceptions and their performance influenced by a hijab-wearing servant, further reflections on empathy professionalism about servant mitigate potential negative effects. preregistered conducted two-step 2 × 3 between-subjects experiment ( n = 2,680; representative sample Austria). find no evidence that wearing of hijab negatively influences perceptions, nor during service...

Existe-t-il une relation entre le style d’inspection et la perception du risque de mise en cause chez les fonctionnaires terrain ? Dans cet article, nous répondons à cette question appuyant sur enquête ( n = 507) réalisée auprès d’inspecteurs l’autorité néerlandaise sécurité des aliments produits. Nous avons inclus leur l’attention médias travail tant que facteur pouvant influer d’inspection. Trois dimensions ont été retenues partir recherches antérieures : légaliste, facilitante...