Citizens' Inclusion in Public Services
A Systematic Review of the Public Administration Literature and Reflection on Future Research Avenues
Bibliographic Data
| ID | 14448917 |
|---|---|
| Authors | Tana Cristina Licsandru (0000-0002-7557-2762, School of Business and Management Queen Mary University of London London UK), Elina Meliou (0000-0002-8912-3378, Brunel Business School Brunel University of London Uxbridge UK), Ileana Steccolini (0000-0003-4346-2742, Essex Business School University of Essex Colchester UK), SinMun Chang (Brunel Business School Brunel University of London Uxbridge UK) |
| Year | 2025 |
| Volume | 103 |
| Issue | 4 |
| Pages | 1097-1119 |
| Publication date | 2025-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Public Administration (JOURNAL) |
| Journal identifiers | ISSN: 0033-3298 • E-ISSN: 1467-9299 |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/padm.13049 |
| Language | EN |
| Citations received | 10 |
| References cited | 90 |
Despite a resurgence of interest in social equity, citizens' inclusion in public services has attracted limited attention in the public administration literature so far, having often remained in the background of studies focusing on citizens' participation and representative bureaucracy. To fully comprehend and enhance the role of public administration in promoting inclusive public services and building inclusive societies, it is necessary to prioritize citizens' inclusion in public services as a central phenomenon. A first step in this direction is assessing existing knowledge and identifying new research avenues. Drawing on the “name, blame, claim” framework, this systematic literature review of 119 studies extends public administration scholarship by mapping and analyzing knowledge of citizens' inclusion in public services and identifying ways forward to strengthen the research and practice in this area
Decentralization through capabilities in human centred technology and engaging social media content
Taking the reins or taking the ride
Can Cross‐Sector Collaboration Contribute to Boundaries Reshaping of Digital Government Platforms? Empirical Evidence Based on Machine Learning and Text Analysis
Organizational Reputation in the Public Sector and Citizens’ Willingness to Co-Produce
The Bumps in the Road Toward Social Equity Budgeting
Possibilities for Social Equity Budgeting
Gendered Perceptions of Public Services
Social Equity Through Women's Empowerment
Measuring Administrative Burden
A Practice of Fairness”
Human behavior inside and outside bureaucracy
Public–private partnership in Public Administration discipline
From Louvain to Leiden
Obstacles and solutions on the ladder of citizen participation
Collective Action and the Sustainability of Co-Production
The state of social equity in American public administration
Paradoxes of Inclusion
Inclusion and Diversity in Work Groups
Bibliometrix
Can I use TA? Should I use TA? Should I not use TA? Comparing reflexive thematic analysis and other pattern‐based qualitative analytic approaches
Seeking Qualitative Rigor in Inductive Research
The PRISMA 2020 statement
Social Equity Is a Pillar of Public Administration
From Passive to Active Representation
The Emergence and Development of Life Course Theory
Race and Social Equity
Is Diversity Management Sufficient? Organizational Inclusion to Further Performance
Social Equity in Public Administration
Competing Explanations for Minority Enrollments in Higher Education
Ethnoracial Representation and the Politics of Public-Sector Responsiveness
Does Gender Matter? The Effect of Gender Representation of Public Bureaucracy on Governmental Performance
Nonprofits and Public Administration
Bureaucratic Discretion, Client Demographics, and Representative Bureaucracy
Citizen Input in the Budget Process
Writing impactful reviews to rejuvenate public administration
Equity in Public Services
Reimagining race and gender in public administration and public policy
Actor roles in co‐production—Introducing intermediaries
Racial Bias
PAR ’s Social Equity Footprint
Beyond social equity
Managing Racial Diversity
Assessing Qualitative Studies in Public Administration Research
Do Competitive Examinations Promote Diversity in Civil Service
Inclusivity in Online Platforms
Does Good Performance Reduce Bad Behavior? Antecedents of Ethnic Employment Discrimination in Public Organizations
Multicultural public administration
Towards inclusive public administration systems
A long road
More dissimilar than alike? Public values preferences across US minority and white managers
Racial diversity, is it a blessing to an organization? Examining its organizational consequences in municipal police departments
Are we being served? A critical perspective on Canada’s Citizens First satisfaction surveys
Mapping the Margins
A Ladder Of Citizen Participation
How international are public administration journals? An analysis of the persistent Anglo‐American dominance in public administration journals
Representative Bureaucracy Theory and the Implicit Embrace of Whiteness and Masculinity
Varieties of Participation in Complex Governance
Representative Bureaucracy
Representative Bureaucracy and the Willingness to Coproduce
Varieties of Participation in Public Services
Putting the Public Back into Governance
Is Representation Enough? Racial Disparities in Levels of Force and Arrests by Police
Intersectional Encounters, Representative Bureaucracy, and the Routine Traffic Stop
Activating citizens in Dutch care reforms
Examining Citizen Participation
Civic engagement and uncontrolled ballot votes
Equal Access to the Top? Representative Bureaucracy and Politicians’ Recruitment Preferences for Top Administrative Staff
Race, Respect, and Red Tape
Reducing Minority Discrimination at the Front Line—Combined Survey and Field Experimental Evidence
Punishment on the Frontlines of Public Service Delivery
Children of a Lesser God
Black in Blue
A Little Less Conversation, a Little More Action
At the Discretion of Rogue Agents
Establishing the link between representative bureaucracy and performance
Governance Innovation and the Citizen
| Unique citing works | 10 |
|---|---|
| Citations per year | 10 |
| Citation span | 2025 - 2026 (2) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 10 |