The DOI matches its Crossref record; 115 of the 118 references it cites were found in a registry or an index.
Coping During Public Service Delivery: A Conceptualization and Systematic Review of the Literature
Abstract
Frontline workers, such as teachers and social workers, often experience stress when delivering public services to clients, for instance because of high workloads. They adapt by coping, using such practices as breaking or bending rules for clients, or rationing services. Although coping is recognized as an important response to the problems of frontline work, the public administration field lacks a comprehensive view of coping. The first contribution of this article is therefore theoretical: conceptualizing coping during public service delivery and developing a coherent classification of coping. This is done via a systematic review of the literature from 1981 to 2014. The second contribution is empirical: via a systematic review of the literature from 1981–2014 this article provides a framework and analytical account of how coping during public service delivery has been studied since 1980. It highlights the importance of the type of profession (such as being a teacher or a police officer), the amount of workload, and the degree of discretion for understanding how frontline workers cope with stress. It also reveals that frontline workers often draw on the coping family “moving towards clients” revealing a strong tendency to provide meaningful public service to clients, even under stressful conditions. We conclude with an agenda for future studies, examining new theoretical, methodological and empirical opportunities to advance understanding of coping during public service delivery. Trabalhadores de linha de frente, tais como professores e assistentes sociais, frequentemente experimentam estresse no exercício de suas funções de entrega de serviços públicos para os clientes em função do acúmulo de trabalho. Eles se adaptam ao enfrentamento utilizando práticas tais como quebrar ou contornar regras para os clientes, ou racionamento de serviços. Apesar do enfrentamento ser reconhecido como uma importante resposta aos problemas de linha de frente, a administração pública se ressente de uma visão totalizadora do mesmo. A primeira contribuição do artigo é, desta forma, teórica: conceituando o enfrentamento durante a prestação de serviços públicos e o desenvolvimento de uma classificação coerente de enfrentamento. Isto é realizado via revisão sistemática da literatura de 1981 a 2014. A segunda contribuição é empírica: através de uma revisão sistemática da literatura de 1981-2014, o artigo apresenta um quadro e uma narrativa analítica de como o enfrentamento durante a prestação de serviços públicos tem sido estudada desde 1980. O texto realça a importância dos tipos de profissão (tal como ser um professor ou um agente policial), a quantidade de carga de trabalho e o grau de discernimento para o entendimento de como trabalhadores de linha de frente lidam com o estresse. Ele também revela que trabalhadores de linha de frente frequentemente recorrem à famílias de “clientes proativos” revelando uma forte tendência a entregar serviços públicos significativos para os clientes mesmo que em condições de estresse. Nós concluímos com uma agenda para estudos futuros, examinando novas teorias, métodos e oportunidades empíricas para avançar o entendimento do enfrentamento durante prestação de serviços públicos. Translated by Ricardo Gomes, University of Brasília
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“Street‐level bureaucrats and other state actors are often motivated to help disadvantaged citizens compensate for their challenges in life (Jilke and Tummers 2018; Tummers et al. 2015).”
From Human Capital and Administrative Burden: The Role of Cognitive Resources in Citizen‐State Interactions (2020) · cites this paper as Tummers et al. 2015
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Metadata
- Authors
- Tummers, L. L. G., Bekkers, V., Vink, E., & Musheno, M.
- Affiliations
- Erasmus University Rotterdam (NL)
- University of California System (US)
- ORCID
- Musheno, Michael
- Venue
- Journal of Public Administration Research and Theory
- Publisher
- Oxford University Press (OUP)
- Published
- 2015-01-12
- Volume
- 25
- Issue
- 4
- Pages
- 1099-1126
- ISSN
- 1053-1858 (ISSN-L)
- 1477-9803
- OpenAlex
- W1998134118
- Cited by
- 756
- References
- 118
- Citations by year
- 2026: 118 · 2025: 107 · 2024: 86 · 2023: 81 · 2022: 68 · 2021: 82 · 2020: 63 · 2019: 62 · 2018: 34 · 2017: 23 · 2016: 21 · 2015: 10
- FWCI
- 4.58
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Public Administration Research and Theory (publishedVersion)
- EUR Research Repository (Erasmus University Rotterdam) (publishedVersion)
- EUR Research Repository (Erasmus University Rotterdam) (submittedVersion)
- Utrecht University Repository (Utrecht University) (submittedVersion)
- Funders
- University of Georgia
- University of Washington
- University of Kansas
- London School of Economics and Political Science
- European Commission (329519)
- Erasmus Universiteit Rotterdam
- Universiteit Utrecht
- Université de Lausanne
- Topics
- Social Sciences › Psychology › Social Psychology › Stress and Burnout Research
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Social Sciences › Public Administration › Public Policy and Administration Research
- Keywords
- coping, public service delivery, frontline workers, occupational stress, workload, discretion, teachers, social workers, police officers, rule violations, public administration
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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