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The Ancilla, the Samaritan and the Archon : Three Roles of BureaucratsJönson, Henrik, Glyssner, Simon January 2008 (has links)
<p><p>When speaking about service encounters, one most often speaks about encounters in the private sector and about customers. This study explores the public sector and the service encounter between street-level bureaucrats and clients as opposed to the encounter between salesmen and customers. The focus lies on the conflicting demands that the bureaucrat is experiencing and how she handles the emotional labour that this conflict brings. The conflicting demands have been identified as commercial, bureaucratic and social, all of which are put into the context of the opposing demands of client and organisation.</p></p>
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The Ancilla, the Samaritan and the Archon : Three Roles of BureaucratsJönson, Henrik, Glyssner, Simon January 2008 (has links)
When speaking about service encounters, one most often speaks about encounters in the private sector and about customers. This study explores the public sector and the service encounter between street-level bureaucrats and clients as opposed to the encounter between salesmen and customers. The focus lies on the conflicting demands that the bureaucrat is experiencing and how she handles the emotional labour that this conflict brings. The conflicting demands have been identified as commercial, bureaucratic and social, all of which are put into the context of the opposing demands of client and organisation.
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