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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

The Ancilla, the Samaritan and the Archon : Three Roles of Bureaucrats

Jönson, 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>
2

The Ancilla, the Samaritan and the Archon : Three Roles of Bureaucrats

Jönson, 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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