Interaction styles of street-level workers and motivation of clients: a new instrument to assess discretion-as-used in the case of activation of jobseekers

Liesbeth Van Parys and Ludo Struyven

Public Management Review, 2018, vol. 20, issue 11, 1702-1721

Abstract: This paper proposes a re-conceptualization and a measurement instrument for street-level workers’ interaction styles. Interaction styles are a relevant lens giving insight into how discretion is used and how street-level behaviour affects clients’ motivation and engagement. The re-conceptualization builds on a revision of May and Winter's interaction style concept from the perspective of the psychological self-determination theory. Data from 349 caseworkers of the Flemish employment service were collected via an online survey and analysed with factor and latent class analysis. Findings support a four-dimensional interaction style concept and reveal seven types of caseworkers along these dimensions.

Date: 2018
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DOI: 10.1080/14719037.2018.1438501

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