Which Clients Inspire or Reduce the Trust of Street-Level Bureaucrats?

Maayan Davidovitz, Nissim Cohen

Research output: Contribution to journalArticlepeer-review

Abstract

Which types of clients increase or decrease the trust of street-level bureaucrats (SLBs)? Using interviews and focus groups with two groups of Israeli social service providers—teachers and social workers—and comparing them, —we develop a theoretical framework for determining the types of clients who evoke and reduce the trust of SLBs. Our findings indicate that there are seven types of clients who inspire or diminish this trust: —cooperative, honest, familiar, benevolent, aggressive, open, and manipulative. We discuss the significance of our findings for the implementation and outcome of public policy and suggest several avenues for future research.

Original languageEnglish
JournalAdministration and Society
DOIs
StateAccepted/In press - 2021

Bibliographical note

Publisher Copyright:
© The Author(s) 2021.

Keywords

  • discretion
  • social service providers
  • street-level bureaucrats
  • trust

ASJC Scopus subject areas

  • Sociology and Political Science
  • Public Administration
  • Marketing

Fingerprint

Dive into the research topics of 'Which Clients Inspire or Reduce the Trust of Street-Level Bureaucrats?'. Together they form a unique fingerprint.

Cite this