[go: up one dir, main page]
IDEAS home Printed from https://ideas.repec.org/p/osf/osfxxx/yqzg4.html
   My bibliography  Save this paper

Frontline Employees’ Responses to Citizens’ Communication of Administrative Burdens

Author

Listed:
  • Halling, Aske

    (Aarhus University)

  • Petersen, Niels Bjørn Grund
Abstract
The literature on administrative burdens demonstrates that citizens may experience different kinds of administrative burdens when interacting with the state. However, we know little about whether citizens' communication of these experiences affects how frontline employees implement compliance demands. Building on the street-level bureaucracy and administrative burden literature, we hypothesize that citizens' communication of direct and indirect psychological costs affects frontline employees' inclination to accommodate citizens. Furthermore, we expect this effect to be stronger for members of the ethnic majority than for ethnic minority members. We test these expectations using a preregistered survey experiment on a sample of 1048 Danish public caseworkers from 32 employment agencies. Results show that frontline employees are indeed more willing to reduce demands and help citizens that communicate their experiences of direct and indirect psychological costs. Further, we find some evidence that frontline employees are more responsive to citizens from the ethnic majority.

Suggested Citation

  • Halling, Aske & Petersen, Niels Bjørn Grund, 2024. "Frontline Employees’ Responses to Citizens’ Communication of Administrative Burdens," OSF Preprints yqzg4, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:yqzg4
    DOI: 10.31219/osf.io/yqzg4
    as

    Download full text from publisher

    File URL: https://osf.io/download/65e86c9fe5e51c05aebc5568/
    Download Restriction: no
    File URL: https://libkey.io/10.31219/osf.io/yqzg4?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Bolhaar, Jonneke & Ketel, Nadine & van der Klaauw, Bas, 2020. "Caseworker's discretion and the effectiveness of welfare-to-work programs," Journal of Public Economics, Elsevier, vol. 183(C).
    2. Niels Bjørn Grund Petersen, 2021. "Disciplining the strong? Discrimination of service users and the moderating role of PSM and ability to cope," Public Management Review, Taylor & Francis Journals, vol. 23(2), pages 168-188, February.
    3. Schmieder, Johannes F & Trenkle, Simon, 2020. "Disincentive effects of unemployment benefits and the role of caseworkers," Journal of Public Economics, Elsevier, vol. 182(C).
    4. Mummolo, Jonathan & Peterson, Erik, 2019. "Demand Effects in Survey Experiments: An Empirical Assessment," American Political Science Review, Cambridge University Press, vol. 113(2), pages 517-529, May.
    5. Mette Bisgaard, 2023. "Dealing with bureaucracy: measuring citizens’ bureaucratic self-efficacy," International Review of Public Administration, Taylor & Francis Journals, vol. 28(1), pages 45-63, January.
    6. Clifford, Scott & Sheagley, Geoffrey & Piston, Spencer, 2021. "Increasing Precision without Altering Treatment Effects: Repeated Measures Designs in Survey Experiments," American Political Science Review, Cambridge University Press, vol. 115(3), pages 1048-1065, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Briggs, Ryan C & Solodoch, Omer, 2021. "Changes in perceptions of border security influence desired levels of immigration," OSF Preprints wt74y, Center for Open Science.
    2. Bhuller, Manudeep & Sigstad, Henrik, 2024. "2SLS with multiple treatments," Journal of Econometrics, Elsevier, vol. 242(1).
    3. Ingar Haaland & Julian König & Christopher Roth & Johannes Wohlfart, 2024. "Information Experiments," ECONtribute Discussion Papers Series 271, University of Bonn and University of Cologne, Germany.
    4. Andrea F.M. Martinangeli & Lisa Windsteiger, 2019. "Immigration vs. Poverty: Causal Impact on Demand for Redistribution in a Survey Experiment," Working Papers tax-mpg-rps-2019-13, Max Planck Institute for Tax Law and Public Finance.
    5. Cattaneo, Maria & Lergetporer, Philipp & Schwerdt, Guido & Werner, Katharina & Woessmann, Ludger & Wolter, Stefan C., 2020. "Information provision and preferences for education spending: Evidence from representative survey experiments in three countries," European Journal of Political Economy, Elsevier, vol. 63(C).
    6. Ingar Haaland & Christopher Roth & Johannes Wohlfart, 2023. "Designing Information Provision Experiments," Journal of Economic Literature, American Economic Association, vol. 61(1), pages 3-40, March.
    7. Cavapozzi, Danilo & Francesconi, Marco & Nicoletti, Cheti, 2024. "Dividing Housework between Partners: Individual Preferences and Social Norms," IZA Discussion Papers 17370, Institute of Labor Economics (IZA).
    8. McNamara, Trent & Mosquera, Roberto, 2024. "The political divide: The case of expectations and preferences," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 110(C).
    9. Lergetporer, Philipp & Piopiunik, Marc & Simon, Lisa, 2021. "Does the education level of refugees affect natives’ attitudes?," European Economic Review, Elsevier, vol. 134(C).
    10. Stefano Della & Jörg Heining & Johannes F Schmieder & Simon Trenkle, 2023. "Evidence on Job Search Models from a Survey of Unemployed Workers in Germany," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 137(2), pages 1181-1232.
    11. Lergetporer, P & Woessmann, L, 2022. "Income Contingency and the Electorates Support for Tuition," CAGE Online Working Paper Series 606, Competitive Advantage in the Global Economy (CAGE).
    12. Grewenig, Elisabeth & Lergetporer, Philipp & Werner, Katharina & Woessmann, Ludger, 2022. "Incentives, search engines, and the elicitation of subjective beliefs: Evidence from representative online survey experiments," Journal of Econometrics, Elsevier, vol. 231(1), pages 304-326.
    13. Bjorn Van Campenhout & David J. Spielman & Els Lecoutere, 2021. "Information and Communication Technologies to Provide Agricultural Advice to Smallholder Farmers: Experimental Evidence from Uganda," American Journal of Agricultural Economics, John Wiley & Sons, vol. 103(1), pages 317-337, January.
    14. Manzoni, Elena & Murard, Elie & Quercia, Simone & Tonini, Sara, 2024. "News, Emotions, and Policy Views on Immigration," IZA Discussion Papers 17017, Institute of Labor Economics (IZA).
    15. Bolhaar, Jonneke & Ketel, Nadine & van der Klaauw, Bas, 2020. "Caseworker's discretion and the effectiveness of welfare-to-work programs," Journal of Public Economics, Elsevier, vol. 183(C).
    16. Harris, J. Andrew & van der Windt, Peter, 2023. "Empowering women or increasing response bias? Experimental evidence from Congo," Journal of Development Economics, Elsevier, vol. 164(C).
    17. Cevat Giray Aksoy & Christopher S. Carpenter & Ralph De Haas & Mathias Dolls & Lisa Windsteiger, 2023. "Reducing Sexual Orientation Discrimination: Experimental Evidence from Basic Information Treatments," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 42(1), pages 35-59, January.
    18. Amelie Schiprowski & Julia Schmidtke & Johannes Schmieder & Simon Trenkle, 2024. "The Effects of UI Caseworkers on Job Search Effort," ECONtribute Discussion Papers Series 273, University of Bonn and University of Cologne, Germany.
    19. Lergetporer, Philipp & Woessmann, Ludger, 2023. "Earnings information and public preferences for university tuition: Evidence from representative experiments," Journal of Public Economics, Elsevier, vol. 226(C).
    20. Grimalda, Gianluca & Murtin, Fabrice & Pipke, David & Putterman, Louis & Sutter, Matthias, 2023. "The politicized pandemic: Ideological polarization and the behavioral response to COVID-19," European Economic Review, Elsevier, vol. 156(C).

    More about this item

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:osf:osfxxx:yqzg4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: OSF (email available below). General contact details of provider: https://osf.io/preprints/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.