Basics of qualitative research: Grounded theory procedures and techniques

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Narrative Methods for the Human Sciences

Public Management Reform. A Comparative Analysis

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The Logic and Limits of Trust

This is a half-day qualitative workshop designed for medical practitioners of Paediatrics Palliative Care Unit of USM Kubang Krian. Topics covered in the workshop include stages of qualitative research, data collection techniques, data analysis and report writing.

Qualitative research design

This study examines the kind of uncertainties frontline tax officials working with a trust based inspection approach experience in interacting with citizen-clients. The classical literature on bureaucracy and the street-level bureaucracy literature suggest frontline officials face two kinds of uncertainties: information and interpretation problems. Analysing stories of Dutch frontline tax officials collected through in-depth interviews, this article shows that these two kinds of uncertainty only explain a part of the uncertainties experienced. Respondents also face action problems requiring improvisational judgements. The study furthermore finds that different sources underlie these uncertainties, pointing to possible explanations.

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How to prove, how to interpret and what to do? Uncertainty experiences of street-level tax officials.

Using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) approach, we conducted a systematic review of 58 public administration studies of organizational socialization. Organizational socialization is the process of mutual adaptation between an organization and its new members. Our findings demonstrate a growing but geographically disparate interest in this issue. Public administration studies contribute to this research area with novel insights into the determinants of organizational socialization and its effects on employees’ public service motivation, Eurocrats’ support of supranational institutions, person–organization fit, and differences in the socialization of male and female public employees. The review also shows that the effects of organizational socialization on the homogenization of employees’ attitudes should not be exaggerated, especially relative to other homogenizing factors such as attraction or selection effects. The reviewed articles are methodologically eclectic, with a recent but growing interest in longitudinal designs. There are also weaknesses in the operationalization of organizational socialization. We conclude with an agenda for future studies on organizational socialization in public administration research.

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Organizational socialization in public administration research: A systematic review and directions for future research

Existing research on bureaucratic encounters typically studies how bureaucrats’ and clients’ characteristics influence frontline decision making. How social interactions between street-level bureaucrats and between officials and citizens could directly affect case-related decisions largely remains an underexplored field of study, despite the fact that new forms of governance introduce social dynamics in the form of trust and collaboration as tools to increase legitimacy. Relying on in-depth qualitative data of the Belgian labor inspectorate and the Dutch tax authorities, this study scrutinizes how decisions about cases could be affected by their immediate social context.

https://journals.sagepub.com/doi/pdf/10.1177/0095399718761651

From Poker Games to Kitchen Tables: How Social Dynamics Affect Frontline Decision Making:

Drawing on status characteristics and double standards theory, this study explores how social categories may affect the standards tax officials use in evaluating citizen-clients’ trustworthiness, leading to differential evaluation. Whereas the street-level bureaucracy literature mainly focuses on the direct effect of social categories on officials’ judgments, this study shows how stereotyping in the public encounter could be much subtler and more pervasive than is hitherto studied. Based on semi-structured interviews containing forty stories of tax officials who inspect entrepreneurs’ tax returns, this study suggests that similar signals may indeed be interpreted differently for different social groups. This study suggests that indirect mechanisms of stereotyping may be of additional explanatory value in research on stereotyping by frontline officials.

https://journals.sagepub.com/doi/pdf/10.1177/0095399718760587

Double Standards in Frontline Decision Making: A Theoretical and Empirical Exploration.

This article provides scholars studying frontline judgements an analytical framework—the signaling perspective—that could be used to examine how street‐level bureaucrats evaluate unobservable citizen‐client properties. It proposes to look not only at the kind of signals and cues officials gather, but also at the interpretive frames used to make sense of them. This offers a valuable contribution to the street‐level bureaucracy literature, which largely focuses on explaining discretionary decision making by looking at the influence of officials' personal preferences or client characteristics, but less on officials' interpretive frameworks to make sense of client characteristics. The analytical framework is illustrated by applying it to existing literature on trustworthiness judgements of social workers and police officers. Different interpretive frames were found from which frontline officials interpret citizen characteristics as signals. The article concludes by offering several avenues for future research.

https://scholarlypublications.universiteitleiden.nl/access/item%3A2943554/view

Nadine Raaphorst

Papers

How to prove, how to interpret and what to do? Uncertainty experiences of street-level tax officials.

Organizational socialization in public administration research: A systematic review and directions for future research

From Poker Games to Kitchen Tables: How Social Dynamics Affect Frontline Decision Making:

Double Standards in Frontline Decision Making: A Theoretical and Empirical Exploration.

A signaling perspective on bureaucratic encounters: How public officials interpret signals and cues