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

@article{Tummers2015CopingDP,
  title={Coping During Public Service Delivery: A Conceptualization and Systematic Review of the Literature},
  author={L. Tummers and V. Bekkers and Evelien Vink and Michael Musheno},
  journal={Political Behavior: Cognition},
  year={2015}
}
  • L. Tummers, V. Bekkers, +1 author Michael Musheno
  • Published 2015
  • Psychology
  • Political Behavior: Cognition
  • 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… CONTINUE READING
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