Institut for Statskundskab

Empathy, normality and responsiveness among street-level bureaucrats

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@conference{a9c1e27b8ae94bc1aa9880b5dbd5ff21,
title = "Empathy, normality and responsiveness among street-level bureaucrats",
abstract = "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{\textquoteright}s problem portfolio (normality perceptions) conditions the behavioral effects of personal attributes/personality traits (differences in empathy).",
author = "M{\o}ller, {Marie {\O}stergaard} and Nielsen, {Vibeke Lehmann}",
year = "2014",
month = may,
day = "30",
language = "English",

}

RIS

TY - CONF

T1 - Empathy, normality and responsiveness among street-level bureaucrats

AU - Møller, Marie Østergaard

AU - Nielsen, Vibeke Lehmann

PY - 2014/5/30

Y1 - 2014/5/30

N2 - 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).

AB - 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).

M3 - Paper

ER -