Institut for Statskundskab

Empathy, normality and responsiveness among street-level bureaucrats

Publikation: KonferencebidragPaperForskningpeer review

Within the public sector it is a permanent dilemma that we on one hand – on the grounds of effectiveness and flexibility – want employees to have discretion and autonomy, but at the same time want to make sure that citizens and clients of the public sector are treated equally and independent of whether they are interacting with and serviced by employee X or Y (Lipsky, 1980, Brodkin, 1997; Keiser & Soss, 1998). Hence, it is one of the fundamental ambitions of public administration studies to explain, understand and predict behavior in public organizations. As a contribution to that ambition this paper discusses and analyzes how perceptions of local target group’s problem portfolio (normality perceptions) conditions the behavioral effects of personal attributes/personality traits (differences in empathy).
Udgivelsesår30 maj 2014
Antal sider26
StatusUdgivet - 30 maj 2014

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