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={Lars G Tummers and Victor Bekkers and Evelien Vink and Michael C. Musheno},
  journal={Political Behavior: Cognition},
  year={2015}
}
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… Expand
The effect of coping on job performance
Frontline workers, such as teachers and social workers, often experience stress, for instance because of high workloads. To deal with this, they use coping strategies. However, it is still unclearExpand
The effect of coping on job performance
Frontline workers, such as teachers and social workers, often experience stress, for instance because of high workloads. To deal with this, they use coping strategies. However, it is still unclearExpand
The Relationship between Coping and Job Performance
Workers on the frontline of public service, such as teachers and social workers, cannot provide unlimited support to all their clients, because of among else scarce time and money. To deal with this,Expand
Coping of regulatory frontline workers: The explanatory power of individual characteristics
Frontline coping behavior is extensively studied but conceptual confusion remains. This article contributes to clarity by using three coping families (moving towards clients, moving away from clientsExpand
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Building on Lipsky, public administration scholars have conducted ample research on the coping strategies of street-level bureaucrats. To explain their behaviour, many studies focus on the individualExpand
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