The Relationship Between Coping and Job Performance
Bibliographic Data
| ID | 6295752 |
|---|---|
| Authors | Lidewij Tummers (0000-0001-9940-9874, Utrecht University, corresponding author), Lars Tummers |
| Year | 2017 |
| Volume | 27 |
| Issue | 1 |
| Pages | 150-162 |
| Publication date | 2017-01-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of Public Administration Research and Theory (JOURNAL) |
| Journal identifiers | ISSN: 1053-1858 • E-ISSN: 1477-9803 |
| Publisher | Oxford University Press (OUP) (PUBLISHER) |
| DOI | 10.1093/jopart/muw058 |
| OpenAlex | W2523801910 |
| Language | EN |
| Citations received | 56 |
| References cited | 67 |
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, they use various coping strategies. We analyze one important coping strategy such “street-level bureaucrats” can use: prioritizing motivated clients over unmotivated clients. We study the effect of this coping strategy on job performance, as rated by their supervisors. In other words, do street-level bureaucrats who especially help motivated clients get lower or higher job performance ratings? By studying this relationship, we can test two narratives in frontline work: the state-agent narrative versus the citizen-agent narrative. If supervisors follow a state-agent narrative, they would give street-level bureaucrats that prioritize motivated clients lower performance ratings. Supervisors could stress values like legality and equality: workers should follow governmental rules and should treat all clients equally. Contrary to this, if supervisors follow a citizen-agent narrative, they would give street-level bureaucrats who especially help motivated clients higher performance ratings. Motivated clients are the “deserving clients,” worthy of investment. “Pushing” unmotivated clients may also be a very inefficient use of scarce resources. Using a multisource study of social workers in one organization in the United States, we show that supervisors give higher job performance ratings to street-level bureaucrats who prioritize motivated clients. Implications of this finding and a future research agenda are shown
Business · Coping (psychology · Job performance · Job satisfaction · Narrative · Political science · Principle of legality · Public relations · Nonprofit Sector and Volunteering · Psychology · Public Policy and Administration Research · Social Work Education and Practice · Law · Social Psychology
Discretion from a Psychological Perspective
How client characteristics cause extra-role behaviours in public service
Antecedents of emergency services’ Street Level Bureaucrats’ (SLBs) delivery of public value
Does the teaming of career street-level bureaucrats and lay officials promote street-level resolutions that favour the citizens’ claims
How do different organizational influences lead street-level workers to move towards clients? A comparison of care services for the elderly in Germany and Israel
Lessons From the Frontlines of the Overdose Crisis
Beyond Public Service Motivation
Challenge or Hindrance? The Effects of Job Demands–Resources Imbalance on Street-Level Bureaucrats’ Turnover Intention
“I Don’t Just Take Whatever They Hand to Me”
How citizens’ discursive strategies influence street-level bureaucrats’ prioritization
Granting 'Human Dignity
Into the Unknown
The Behavioral Foundations of Representative Bureaucracy
Conceptualizing stereotype articulation in frontline work
Neither the Magic Bullet Nor the Big Bad Wolf
Activation policies and relational equality
Coping with political interference and resource scarcity
Does the talk match the walk for Australian local government employees
The role of authentic leadership on healthcare Street‐Level Bureaucrats’ well‐being during the pandemic
Technology 3.0
Managerial Communication and Frontline Workers’ Willingness to Abide by Rules
Street-Level Bias
Citizen‐agency versus state‐agency at the frontline in prisons and probation services
Frontline social service as a battlefield
How social networks affect policy implementation
Does Public Accreditation Promote More State-Friendly Decisions at the Street Level
Producing a Vision of the Self-Governing Mother
Chat‐Up ”
Bureaucratic prioritizing among clients in the eyes of the public
Designing to Debias
Enforcement officials' coping strategies in a changing regulatory environment
Prioritizing Along Prototypes
Aggressions and associations
Cream‐skimming at the frontline
Strategic corporate governance factors for municipally owned companies
What influences the behavior of street-level bureaucrats (SLBs) in the Brazilian Social Assistance System (Suas)
Time to rediscover task-oriented leadership? A multi-source, time-lagged study on leadership and well-being in public service jobs
O que influencia a atuação de burocratas de nível de rua do Sistema Único de Assistência Social
Race, Lived Experience, Representation, and Discrimination
Active representation and equal treatment
Does appealability foster more citizen‐friendly decisions at the street level
Can Public Leadership Increase Public Service Motivation and Job Performance
The Cost of Representation
Creaming among Caseworkers
A “Watershed” Moment for Collaboration
Administrative Groupings and Equality in Public Service Provision
Reducing Minority Discrimination at the Front Line—Combined Survey and Field Experimental Evidence
Which Clients are Deserving of Help? A Theoretical Model and Experimental Test
Quasi-Market Competition in Public Service Provision
Street-Level Management
Public Service Sector
A formal model of street-level bureaucracy
The impact of the Covid-19 pandemic on the performance of street level bureaucrats in Brazil
Uso de categorizações políticas e sociais na implementação de políticas
Introduction. Des agents publics, des usagers et des réformes
Categorizando Usuários "Fáceis" e "Difíceis
Pulled Over
Street-Level Bureaucracy
Prevention at the Front Line
The Development of Academic Self-Regulation
The Role-Based Performance Scale
Psychological Capital and Employee Performance
Two-Way Windows'
Judgment under Uncertainty
Bounded Rationality
“She isn’t Someone I Associate with Pension”—a Vignette Study of Professional Reasoning
Searching for the structure of coping
Construction of Justice at the Street Level
Coping During Public Service Delivery
The influence of red tape on bureaucratic behavior
Bureaucratic Discretion, Client Demographics, and Representative Bureaucracy
Street-level policy aims of child welfare workers in England, Norway and the United States
Professionals, Managers and Discretion
Issues in Implementing Tanf in New York
Inside the Welfare Contract
Behavioral Public Administration
Serving Clients When the Server Crashes
Investigators at Work
What’s Valued Most? Similarities and Differences Between the Organizational Values of the Public and Private Sector
Are Street‐level Bureaucrats Compelled or Enticed to Cope
Is Output Performance All About the Resources? A Fuzzy‐set Qualitative Comparative Analysis of Street‐level Bureaucrats in Switzerland
Storytelling at the Police Station
A Behavioral Model of Rational Choice
How (Not) to Solve the Problem
Deservingness versus values in public opinion on welfare
The Extended Reach of Minority Political Power
Generating Usable Knowledge through an Experimental Approach to Public Administration
Social Equities and Inequities in Practice
Revisiting Lipsky
Who should get what, and why? On deservingness criteria and the conditionality of solidarity among the public
Researching social capital in local environmental policy contexts
Mind the Gap
Cognitive Biases in Performance Evaluations
Moving Beyond Discretion and Outcomes
Leadership and Performance of Public Employees
State Bureaucratic Discretion and the Administration of Social Welfare Programs
Disentangling the Causal Mechanisms of Representative Bureaucracy
Structure and Discretion
Theories of Justice and Street-Level Discretion1
State Agent or Citizen Agent
Bounded Rationality and Political Science
Race and Punishment in American Prisons
Does Race Affect Access to Government Services? An Experiment Exploring Street‐Level Bureaucrats and Access to Public Housing
Race, Bureaucratic Discretion, and the Implementation of Welfare Reform
Locus of cause and equity motivation as determinants of reward allocation
Deciding to Discipline
Department-level Cultures and the Improvement of Learning and Teaching
Immigration policy implementation in Italy
An Analysis of Coping in a Middle-Aged Community Sample
| Unique citing works | 56 |
|---|---|
| Citations per year | 7 |
| Citation span | 2018 - 2026 (9) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 56 |