Which Clients Inspire or Reduce the Trust of Street-Level Bureaucrats?. Issue 8 (September 2022)

• Record Type: Journal Article
• Authors: Davidovitz, Maayan; Cohen, Nissim
• Is Part Of: Administration & society. Volume 54:Issue 8(2022)
• Page Start: 1516
• Page End: 1541
• Publication Date: 2022-09
• Subjects: street-level bureaucrats -- trust -- discretion -- social service providers; Public administration -- Periodicals; 351
• DOI: 10.1177/00953997211061686
• Languages: English
• ISSNs: 0095-3997

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.