"They Are Underpaid and Understaffed": How Clients Interpret Encounters with Street-Level Bureaucrats
"They Are Underpaid and Understaffed": How Clients Interpret Encounters with Street-Level Bureaucrats
复制标题
DOI：
10.1093/jopart/muy008
复制
发表时间：
2018-04-01
影响因子：
4.2
通讯作者：
Henly, Julia R.
中科院分区：
文献类型：
--
作者：
Barnes, Carolyn Y.;Henly, Julia R.
学者们探讨了行政负担的性质和后果，但对公民如何解释与国家的代价高昂的遭遇知之甚少。本研究运用心理学中的归因理论，对85名托儿补助受助者进行了定性研究，以说明当事人是如何对行政负担做出因果解释的。研究结果显示，客户要么将负面经历归咎于官僚--认为员工控制了自己的行为，要么归咎于与补贴制度相关的官僚因素。在极少数情况下，客户认为官僚机构故意阻止索赔。我们观察到了种族/民族和研究地点的一些差异。考察客户对行政负担的因果解释有助于澄清客户对代价高昂的官僚遭遇的解释如何影响未来的索赔、他们对国家的看法以及他们的政治参与。
Scholars have explored the nature and consequences of administrative burden but less is known about how citizens interpret costly encounters with the state. This qualitative study of 85 child care subsidy recipients applies attribution theory from psychology to illustrate how clients develop causal explanations for administrative burden. The findings show that clients either blamed negative experiences on bureaucrats-viewing workers as in control of their behavior, or the bureaucracy-blaming factors related to the subsidy system. In rare instances, clients viewed the bureaucracy as intentionally discouraging claims. We observed some variation by race/ethnicity and study sites. Examining clients' causal explanations of administrative burden helps clarify how clients' interpretation of costly bureaucratic encounters influences future claims, their perceptions of the state, and their political participation.