“I have learned my lesson”: How clients' trust betrayals shape the future ways in which street-level bureaucrats cope with their clients (Record no. 524352)
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| fixed length control field | 01707nam a22001457a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 231110b ||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Davidovitz, Maayan and Cohen, Nissim |
| 245 ## - TITLE STATEMENT | |
| Title | “I have learned my lesson”: How clients' trust betrayals shape the future ways in which street-level bureaucrats cope with their clients |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | Public Administration: An International Quarterly |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 10(1), Mar, 2023: p.335-351 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | Trust betrayal is a subjective feeling of a street-level bureaucrat (SLB) that a client acted contrary to expectations, diminishing the former's belief in the latter's good intentions. How do SLBs experience a betrayal of trust by clients? How do such betrayals shape the future ways in which SLBs cope with clients? We investigate these questions empirically using semi-structured, in-depth interviews and focus groups with Israeli social service providers. The findings reveal four types of client trust betrayal: integrity-based, previous impression-based, legitimate behavior-based, and category-based. We identify five strategies SLBs employ to cope with clients following such betrayals. With specific clients who betrayed their trust, they adopt minimal, formal, and guarded behavior; they satisfy the client's demands; they sever the relationship with the client entirely. With future clients, they exhibit careful, less “naïve” behavior and adopt a boundary-setting approach. The negative implications for public service delivery may be far-reaching.- Reproduced https://onlinelibrary.wiley.com/doi/10.1111/padm.12769 |
| 773 ## - HOST ITEM ENTRY | |
| Main entry heading | Public Administration: An International Quarterly |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) | |
| Subject DIP | BUREAUCRAVY |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Item type | Articles |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Permanent location | Current location | Date acquired | Serial Enumeration / chronology | Barcode | Date last seen | Koha item type |
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| Indian Institute of Public Administration | Indian Institute of Public Administration | 2023-11-10 | 10(1), Mar, 2023: p.335-351 | AR130228 | 2023-11-10 | Articles |