Affiliation:
1. Utrecht University School of Governance, The Netherlands
2. University of Humanistic Studies, Utrecht, The Netherlands
Abstract
Since 2015 Dutch street-level bureaucrats have ample discretionary space to determine how to help clients. Simultaneously, resources were reduced. According to Zacka SLBs should avoid three pathological positions: indifference, caregiving, and enforcing. At the individual level SLBs supposedly accomplish that by a gymnastics of the self. We observed SLBs. They avoided the pathological positions by (1) reframing the reigning policy for clients (enforcing caringly) and (2) managing clients’ self-image, bolstering their confidence, or tempering their expectations (caring forcefully). SLBs practice a gymnastics of the client alongside a gymnastics of the self. SLBs thus make the reigning policy palatable for clients.
Funder
Five Dutch municipalities
Dutch Ministry of Internal Affairs
instituut gak
Actiz
Subject
Marketing,Public Administration,Sociology and Political Science
Cited by
9 articles.
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