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...Show moreThis 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.Show less