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A Public Service Gap: Capturing contexts in a comparative approach of street-level bureaucracy

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  • Peter Hupe
  • Aurélien Buffat

Abstract

Studies of street-level bureaucracy have introduced a variety of conceptualizations, research approaches, and causal inferences. While this research has produced several insights, the impact of variety in the institutional context has not been adequately explored. We present the construct of a public service gap as a way to incorporate contextual factors and facilitate comparison. This construct addresses the differences between what is asked of and what is offered to public servants working at the street level. The heuristic enables the systematic capture of macro- and meso-contextual influences, thus enhancing comparative research on street-level bureaucracy.

Suggested Citation

  • Peter Hupe & Aurélien Buffat, 2014. "A Public Service Gap: Capturing contexts in a comparative approach of street-level bureaucracy," Public Management Review, Taylor & Francis Journals, vol. 16(4), pages 548-569, May.
    • Handle: RePEc:taf:pubmgr:v:16:y:2014:i:4:p:548-569
    DOI: 10.1080/14719037.2013.854401
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    Cited by:

    1. Mette Sønderskov & Rolf Rønning, 2021. "Public Service Logic: An Appropriate Recipe for Improving Serviceness in the Public Sector?," Administrative Sciences, MDPI, vol. 11(3), pages 1-15, June.
    2. Changkun Cai & Qiyao Shen & Na Tang, 2022. "Do visiting monks give better sermons? “Street‐level bureaucrats from higher‐up” in targeted poverty alleviation in China," Public Administration & Development, Blackwell Publishing, vol. 42(1), pages 55-71, February.
    3. Hyunkuk Lee, 2021. "Does the Medium Matter? Linking Citizens’ Use of Communication Platform for Information about Urban Policies to Decision to Trust in Local Government," Sustainability, MDPI, vol. 13(5), pages 1-17, March.
    4. Einat Lavee & Amit Kaplan, 2022. "Invisible work at work and the reproduction of gendered social service organizations," Gender, Work and Organization, Wiley Blackwell, vol. 29(5), pages 1463-1480, September.
    5. Sergio A. Campos & Rik Peeters, 2022. "Policy improvisation: How frontline workers cope with public service gaps in developing countries—The case of Mexico's Prospera program," Public Administration & Development, Blackwell Publishing, vol. 42(1), pages 22-32, February.
    6. Suzanne Rutz & Dinah Mathew & Paul Robben & Antoinette de Bont, 2017. "Enhancing responsiveness and consistency: Comparing the collective use of discretion and discretionary room at inspectorates in England and the Netherlands," Regulation & Governance, John Wiley & Sons, vol. 11(1), pages 81-94, March.
    7. Shenghao Guo & Bo Wen & Natalie Wai‐Man Wong, 2022. "Handling in the frontline: A case study of “whistle gathering” in Beijing," Public Administration & Development, Blackwell Publishing, vol. 42(2), pages 159-164, May.
    8. Ahrum Chang, 2022. "A formal model of street-level bureaucracy," Rationality and Society, , vol. 34(1), pages 6-27, February.
    9. Carmine Bianchi & Robinson Salazar Rua, 2022. "A feedback view of behavioural distortions from perceived public service gaps at ‘street‐level’ policy implementation: The case of unintended outcomes in public schools," Systems Research and Behavioral Science, Wiley Blackwell, vol. 39(1), pages 63-84, January.
    10. Koen PR Bartels, 2018. "Collaborative dynamics in street level work: Working in and with communities to improve relationships and reduce deprivation," Environment and Planning C, , vol. 36(7), pages 1319-1337, November.
    11. Anita Heindlmaier, 2020. "‘Social Citizenship’ at the Street Level? EU Member State Administrations Setting a Firewall," Journal of Common Market Studies, Wiley Blackwell, vol. 58(5), pages 1252-1269, September.
    12. Yue Wang & Honggen Zhu & Noshaba Aziz & Yu Liu, 2023. "Does Social Capital Improve the Effectiveness of Public Service? An Insight from Rural-to-Urban Migrants in China," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 165(2), pages 431-452, January.
    13. Peltomaa, Juha & Hildén, Mikael & Huttunen, Suvi, 2016. "Translating institutional change - forest journals as diverse policy actors," Forest Policy and Economics, Elsevier, vol. 70(C), pages 172-180.
    14. Gabriela Lotta & Roberto Pires & Michael Hill & Marie Ostergaard Møller, 2022. "Recontextualizing street‐level bureaucracy in the developing world," Public Administration & Development, Blackwell Publishing, vol. 42(1), pages 3-10, February.
    15. Berrick, Jill Duerr & Dickens, Jonathan & Pösö, Tarja & Skivenes, Marit, 2018. "Care order templates as institutional scripts in child protection: A cross-system analysis," Children and Youth Services Review, Elsevier, vol. 84(C), pages 40-47.

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