Symbolic Bureaucratic Representation and Client Cooperation
Experimental Insights From Four Daily Public Service Scenarios in China
Bibliographic Data
| ID | 6446580 |
|---|---|
| Authors | Youlang Zhang (0000-0003-3177-8627, School of Public Administration and Policy Renmin University of China Beijing China), Huan Wang (0000-0003-3219-7226, School of Government and Public Affairs Communication University of China Beijing China, corresponding author) |
| Year | 2024 |
| Volume | 103 |
| Issue | 3 |
| Pages | 786-813 |
| Publication date | 2024-10-22 |
| 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.13042 |
| OpenAlex | W4403702300 |
| Language | EN |
| Citations received | 8 |
| References cited | 96 |
Representative bureaucracy studies have explored the potential impact of symbolic representation on clients' attitudes and behaviors, even in the absence of direct action by bureaucrats. Through four original conjoint experiments conducted with a nationally representative sample of 1600 participants in China, we analyze the symbolic representation effects of five most commonly observable identity signals, including gender, age, accent, party affiliation, and human voice (versus AI chatbot), across two types of bureaucrat‐initiated contacts and two types of client‐initiated contacts. Our findings contribute to the existing literature by demonstrating that identity congruence has heterogeneous symbolic representation effects; clients' expectations about active representation serve as a significant mediating factor influencing their willingness to cooperate with bureaucrats
Bureaucracy · Business · China · Political science · Public service · Representation (politics · Service (business · The Symbolic · Computer Science · Law · Management and Organizational Studies · Marketing · Nonprofit Sector and Volunteering · Psychology · Public Administration · Public Policy and Administration Research
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| Unique citing works | 8 |
|---|---|
| Citations per year | 8 |
| Citation span | 2025 - 2026 (2) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 7 |