Enabling street-level work: minimal structures for customized social services

References

• Bakkeli, Vidar, and Eric Breit. 2022. “From “What Works” to “Making it Work”: A Practice Perspective on Evidence‐Based Standardization in Frontline Service Organizations.” Social Policy & Administration 56 (1): 87–102.
   Web of Science ®Google Scholar
• Bannink, Duco, Frédérique Six, and Eelco van Wijk. 2015. “Bureaucratic, Market or Professional Control? A Theory on the Relation Between Street-Level Task Characteristics and the Feasibility of Control Mechanisms.” In Understanding Street-Level Bureaucracye, edited by Peter Hupe, Michael Hill, and Aurélien Buffat, 205–226. Bristol: Bristol University Press.
   Google Scholar
• Bastien, David T, and Todd J Hostager. 1988. “Jazz As a Process of Organizational Innovation.” Communication Research 15 (5): 582–602.
   Web of Science ®Google Scholar
• Bernards, Bernard, Eduard Schmidt, and Sandra Groeneveld. 2023. “Rebel with a Cause: The Effects of Leadership Encouragement and Psychological Safety on Professionals’ Prosocial Rulebreaking Behavior.” Public Administration: 1–19. https://doi.org/10.1111/padm.12976.
   Web of Science ®Google Scholar
• Bernards, Bernard, Joris van der Voet, Suzan van der Pas, and Sandra Groeneveld. 2021. “Organizational Rules and Cognitive Uncertainty Among Public Professionals: A Daily Diary Study.” Review of Public Personnel Administration 41 (4): 792–813.
   Web of Science ®Google Scholar
• Borghi, Vando, and Rik Van Berkel. 2007. “Individualised Service Provision in an Era of Activation and New Governance.” International Journal of Sociology & Social Policy 27 (9/10): 413–424. https://doi.org/10.1108/01443330710822101.
   Google Scholar
• Brodkin, Evelyn Z. 2011. “Policy Work: Street-Level Organizations Under New Managerialism.” Journal of Public Administration Research & Theory 21 (suppl_2): i253–i77.
   Web of Science ®Google Scholar
• Brodkin, Evelyn Z. 2012. “Reflections on Street‐Level Bureaucracy: Past, Present, and Future.” Public Administration Review 72 (6): 940–949.
   Web of Science ®Google Scholar
• Cunha, Miguel Pina e, Anne S Miner, and Elena Antonacopoulou. 2015. “Improvisation Processes in Organizations.” In The Sage Handbook of Process Organization Studies, edited by Ann Langley and Hari Tsoukas, 559–574. London: Sage.
   Google Scholar
• Durose, Catherine. 2011. “Revisiting Lipsky: Front-Line Work in UK Local Governance.” Political Studies 59 (4): 978–995.
   Web of Science ®Google Scholar
• Elmore, Richard F. 1979. “Backward Mapping: Implementation Research and Policy Decisions.” Political Science Quarterly 94 (4): 601–616.
   Web of Science ®Google Scholar
• Emerson, Robert M, Rachel I Fretz, and Linda L Shaw. 1995. Writing Ethnographic Fieldnotes. Chicago: University of Chicago Press.
   Google Scholar
• Evans, Tony. 2020a. “Creativity: Re-Thinking Professional Discretion.” Social Work & Society 18 (1): 1–9.
   Google Scholar
• Evans, Tony. 2020b. “Discretion and Professional Work.” In Discretion and the Quest for Controlled Freedom, edited by Tony Evans and Peter Hupe, 357–375. London: Palgrave.
   Google Scholar
• Evans, Tony, and Peter Hupe. 2020. “Conceptualizing Discretion.” In Discretion and the Quest for Controlled Freedom, edited by Tony Evans and Peter Hupe, 1–13. London: Palgrave.
   Google Scholar
• Freier, Carolin, and Monika Senghaas. 2022. “Placement Advisors As Innovators. How Professionals Use Enhanced Discretion in Germany’s Public Employment Services.” Journal of Social Policy 51 (1): 155–172.
   Web of Science ®Google Scholar
• Fuertes, Vanesa, and Colin Lindsay. 2016. “Personalization and Street‐Level Practice in Activation: The Case of the UK’s Work Programme.” Public Administration 94 (2): 526–541.
   Web of Science ®Google Scholar
• Grootegoed, Ellen, and Diana Van Dijk. 2012. “The Return of the Family? Welfare State Retrenchment and Client Autonomy in Long-Term Care.” Journal of Social Policy 41 (4): 677–694.
   Google Scholar
• Harrits, Gitte Sommer. 2019. “Stereotypes in Context: How and When Do Street‐Level Bureaucrats Use Class Stereotypes?” Public Administration Review 79 (1): 93–103.
   Web of Science ®Google Scholar
• Hupe, Peter, and Aurélien Buffat. 2014. “A Public Service Gap: Capturing Contexts in a Comparative Approach of Street-Level Bureaucracy.” Public Management Review 16 (4): 548–569. https://doi.org/10.1080/14719037.2013.854401.
   Web of Science ®Google Scholar
• Kamoche, Ken, and Miguel Pina E Cunha. 2001. “Minimal Structures: From Jazz Improvisation to Product Innovation.” Organization Studies 22 (5): 733–764.
   Web of Science ®Google Scholar
• Keulemans, Shelena, and Sandra Groeneveld. 2020. “Supervisory Leadership at the Frontlines: Street-Level Discretion, Supervisor Influence, and Street-Level bureaucrats’ Attitude Towards Clients.” Journal of Public Administration Research & Theory 30 (2): 307–323.
   Web of Science ®Google Scholar
• Lincoln, Yvonna S, and Egon G Guba. 1985. Naturalistic Inquiry. Newburry Park, CA & London, UK & New Delhi, India: Sage Publications Inc.
   Google Scholar
• Lipsky, Michael. 2010. Street-Level Bureaucracy: Dilemmas of the Individual in Public Service. 2nd ed. New York: Russell Sage Foundation.
   Google Scholar
• Maynard‐Moody, Steven Williams, and Michael Craig Musheno. 2012. “Social Equities and Inequities in Practice: Street‐Level Workers As Agents and Pragmatists.” Public Administration Review 72 (s1): S16–S23.
   Web of Science ®Google Scholar
• Maynard-Moody, Steven Williams, and Michael Craig Musheno. 2003. Cops, Teachers, Counselors: Stories from the Front Lines of Public Service. Michigan: University of Michigan Press.
   Google Scholar
• Møller, Anne Mette. 2021. “Deliberation and Deliberative Organizational Routines in Frontline Decision-Making.” Journal of Public Administration Research & Theory 31 (3): 471–488.
   Web of Science ®Google Scholar
• Møller, Anne Mette. 2022. “Mobilizing Knowledge in Frontline Work: A Conceptual Framework and Empirical Exploration.” Perspectives on Public Management and Governance 5 (1): 50–62.
   Google Scholar
• Møller, Anne Mette, and Caroline Howard Grøn. 2023. “Street-Level Leadership: Re-Conceptualizing the Role of the Manager.” Review of Public Personnel Administration 1–22. https://doi.org/10.1177/0734371X231155357.
   Web of Science ®Google Scholar
• Morgan, G. 1986. Images of Organization. Newbury Park, CA: SAGE Publications.
   Google Scholar
• Needham, Catherine. 2011. “Personalization: From Story‐Line to Practice.” Social Policy & Administration 45 (1): 54–68.
   Web of Science ®Google Scholar
• Raaphorst, Nadine. 2018. “How to Prove, How to Interpret and What to Do? Uncertainty Experiences of Street-Level Tax Officials.” Public Management Review 20 (4): 485–502.
   Web of Science ®Google Scholar
• Raaphorst, Nadine. 2021. “Administrative Justice in Street-Level Decision-Making: Equal Treatment and Responsiveness.” The Oxford Handbook of Administrative Justice, edited by Marc Hertogh, Richard Kirkham, Robert Thomas, and Joe Tomlinson, 397–414. Oxford: Oxford University Press.
   Google Scholar
• Raaphorst, Nadine. 2023. “An Empirical Conceptualization of Front Line Enablement by Performance Management.” Public Management Review 26 (6): 1658–1683. https://doi.org/10.1080/14719037.2023.2212255.
   Web of Science ®Google Scholar
• Rice, Deborah. 2017. “How Governance Conditions Affect the Individualization of Active Labour Market Services: An Exploratory Vignette Study.” Public Administration 95 (2): 468–481.
   Web of Science ®Google Scholar
• Rutz, Suzanne, and Antoinette de Bont. 2020. “Organized Discretion.” In Discretion and the Quest for Controlled Freedom, edited by Tony Evans and Peter Hupe, 279–294. London: Palgrave.
   Google Scholar
• Rutz, Suzanne, Dinah Mathew, Paul Robben, and Antoinette de Bont. 2017. “Enhancing Responsiveness and Consistency: Comparing the Collective Use of Discretion and Discretionary Room at Inspectorates in England and the Netherlands.” Regulation & Governance 11 (1): 81–94.
   Web of Science ®Google Scholar
• Skjold, Suzan Mbatudde, and Kjetil Grimastad Lundberg. 2022. “Accountability in Personalised Supported Employment-Based Activation Services.” Journal of Social Policy 1–17. https://doi.org/10.1017/S0047279422000915.
   Web of Science ®Google Scholar
• Spradley, James. 1997. Participant Observation, New York: Holt Rinehart & Winston.
   Google Scholar
• Toerien, Merran, Roy Sainsbury, Paul Drew, and Annie Irvine. 2013. “Putting Personalisation into Practice: Work-Focused Interviews in Jobcentre Plus.” Journal of Social Policy 42 (2): 309–327.
   Web of Science ®Google Scholar
• Vera, Dusya, and Mary Crossan. 2004. “Theatrical Improvisation: Lessons for Organizations.” Organization Studies 25 (5): 727–749.
   Web of Science ®Google Scholar
• Visser, E Lianne. 2024. Customized Interactions: How Street-Level Practitioners, Policymakers, and Managers Accomplish and Challenge the Provision of Customized Social Services. Doctoral diss., Radboud University. Nijmegen: Radboud University Nijmegen.
   Google Scholar
• Visser, E Lianne, and Peter M Kruyen. 2021. “Discretion of the Future: Conceptualizing Everyday Acts of Collective Creativity at the Street‐Level.” Public Administration Review 81 (4): 676–690.
   Web of Science ®Google Scholar
• Visser, E Lianne, and Merlijn van Hulst. 2024. “The Performance and Development of Deliberative Routines: A Practice-Based Ethnographic Study.” Journal of Public Administration Research & Theory 34 (1): 92–104. https://doi.org/10.1093/jopart/muad006.
   Web of Science ®Google Scholar
• Wagenaar, Hendrik. 2020. “Discretion and Street-Level Practice.” In Discretion and the Quest for Controlled Freedom, edited by Tony Evans and Peter Hupe, 259–277. Cham: Palgrave Macmillan.
   Google Scholar
• Weick, Karl E. 1998. “Introductory Essay—Improvisation As a Mindset for Organizational Analysis.” Organization Science 9 (5): 543–555.
   Web of Science ®Google Scholar
• Ybema, Sierk, Dvora Yanow, Harry Wels, and H Kamsteeg. Frans. 2009. “Stuyding Everyday Organizational Life.” In Organizational Ethnography: Studying the Complexity of Everyday Life, edited by Sierk Ybema, Dvora Yanow, Harry Wels, and Frans H Kamsteeg, 1–20. London: Sage.
   Google Scholar
• Zacka, Bernardo. 2017. When the State Meets the Street: Public Service and Moral Agency. Cambridge, MA: The Belknap Press of Harvard University Press.
   Google Scholar