征税经验:理论化前线的负面事件
Shelena Keulemans1, Dorian Schaap1
1Department of Public Administration, Institute for Management Research, Radboud University, Nijmegen, The Netherlands.
概括
前线工作者面临负面的公民互动带来的压力. 这项研究开发了一个框架来理解这些事件,将它们分类为侵略,悲剧,违规行为和缺乏支持,为公共机构提供见解.
科学领域:
- 公共管理 公共管理
- 组织心理学 组织心理学
- 劳动社会学工作的社会学.
背景情况:
- 与公民的负面互动对前线工作者造成了严重的压力,焦虑和创伤.
- 以前缺乏一个全面的理论框架来理解这些负面的前线事件.
研究的目的:
- 构建一个跨学科的框架,以了解涉及前线工作者和公民的负面事件.
- 识别和分类前线税务官员遇到的负面经验类型.
主要方法:
- 分析了1302份荷兰和比利时前线税务官员和公民之间的负面经历描述.
- 基于定性数据的跨学科理论框架的开发.
主要成果:
- 确定了四个主要类别的负面事件:公民侵略,面对悲剧,违反职业规范和缺乏支持.
- 该研究强调了非侵略性事件的意义及其不同性质,方向和影响,这些事件基于工人的理解.
- 事件影响的差异与工人对事件的认知和情感处理有关.
结论:
- 开发的框架为前线负面事件提供了新的理解.
- 这些发现对公民与前线工作者接触的研究以及改善公共机构内的支持产生了影响.
- 了解非攻击事件的细微差别对于减轻对工人的负面影响至关重要.
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