It takes (at least) two to tango: Investigating interactional dynamics between clients and caseworkers in public encounters (Record no. 530164)
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| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
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| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Döring, Matthias Drathschmidt, Nicolas Stine and Nielsen, Piilgaard Porner |
| 245 ## - TITLE STATEMENT | |
| Title | It takes (at least) two to tango: Investigating interactional dynamics between clients and caseworkers in public encounters |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | Public Administration Review |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 85(2), Mar, 2025: p.419-435 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | Public encounters are an essential element in citizen–state interactions. Yet, we know very little about the interactional dynamics between clients and street-level bureaucrats. By analyzing data from interviews and participatory observations of public encounters in a social security administration context, we propose a typology of public encounters based on clients' and employees' preparedness that affects the dynamics and outcomes of services. Encounters can either be characterized by “Conflict and Obstruction,” “Advocacy,” “Case Processing,” or “Agreement and Collaboration.” We conceptualize the relation between these types and how both clients and caseworkers transition between them. Additionally, the article's findings suggest that public encounters should not be observed as singular events. Rather, spillover effects between encounters and long-term multi-episode interactions with clients prove to be essential in understanding behavior on both sides through mutual learning. https://onlinelibrary.wiley.com/doi/10.1111/puar.13816 |
| 773 ## - HOST ITEM ENTRY | |
| Main entry heading | Public Administration Review |
| 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| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Permanent location | Current location | Date acquired |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 | 2025-05-29 | 85(2), Mar, 2025: p.419-435 | AR135983 | 2025-05-29 | Articles |