Recovering citizens’ trust in public organizations: the role of street-level bureaucrats in addressing public service failures: Qualitative master thesis taking the citizen’s perspective on how street-level bureaucrats can contribute to the recovery of citizens’ trust in public organizations after cases of public service failure in  the Netherlands

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Public Administration (MSc)

Brink, Lars van den (2023)

Recovering citizens’ trust in public organizations: the role of street-level bureaucrats in addressing public service failures: Qualitative master thesis taking the citizen’s perspective on how street-level bureaucrats can contribute to the recovery of citizens’ trust in public organizations after cases of public service failure in the Netherlands

Master thesis | Public Administration (MSc)

This thesis finds evidence that citizens’ trust in public organizations can be (partly) recovered after experiencing a public service failure by street-level bureaucrats through apologizing for the failure and providing aftercare. Making use of general tactics, behaving supportively and paying attention to the message furthermore help the street-level bureaucrat to recover citizens’ trust in their organization.

trust recovery

citizens' perspective

public service failure

street-level bureaucrats

Author: Brink, Lars van den

Faculty: Faculty of Governance and Global Affairs

Specialisation: Public Management & Leadership

Supervisors: Raaphorst, N.J.
Wille, A.C.

ECTS Credits: 20

Language: en

Leiden University Student Repository

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