Coping During Public Service Delivery: A Conceptualization and Systematic Review of the Literature

By Lars Tummers, Victor Bekkers, E. Vink, Michael C. Musheno. 2015

621 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Public Administration

View Paper: https://www.semanticscholar.org/paper/51f80eb3838cf081ba64e221cb58f851e0c1360c

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

1. Simon Calmar Andersen
2. Lars Tummers

In Organizational Behavior and Human Resource Management

1. M. Davidovitz
2. Simon Calmar Andersen
3. Lars Tummers

In Public Administration

1. M. Davidovitz
2. N. Cohen
3. Simon Calmar Andersen
4. Lars Tummers

Citations in the corpus

• Reducing Minority Discrimination at the Front Line—Combined Survey and Field Experimental Evidence (2019, background): “Strategies for coping range from bending rules to meeting the needs of the clients, to rationing services to limit clients access, or to referring some clients to other organizations as a way of reducing the street-level bureaucrats’ own workload (Lipsky 1980; Tummers et al. 2015).”
• Which Clients are Deserving of Help? : A Theoretical Model and Experimental Test (2018, background): “In a recent overview article, Tummers et al. (2015) used the notion of ‘coping during public service delivery’ to analyze the decision-making processes of street-level bureaucrats towards clients.”
• Playing defence: the impact of trust on the coping mechanisms of street-level bureaucrats (2020, background): “Rationing services is often indicated when the pressure is particularly heavy (Tummers et al. 2015).”