Leiden University Student Repository

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)

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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