How client characteristics cause extra-role behaviours in public service: uncovering invisible frontline work

Paw Hansen

Public Management Review, 2025, vol. 27, issue 4, 981-1001

Abstract: Frontline workers have the discretion to extend public services beyond their formal job requirements, yet little is known about the influence of client characteristics on this behaviour. Using a large-scale conjoint design with 1,507 Danish high-school teachers, we uncover how teachers willingly exceed their job expectations when encountering students who demonstrate effort (e.g. handing in assignments) or low well-being (e.g. feeling lonely). However, their willingness diminishes as requested behaviours deviate further from job expectations. Our study highlights the factors driving extra-role behaviours and underscore the importance of recognizing ‘invisible frontline work’.

Date: 2025
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DOI: 10.1080/14719037.2023.2270557

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