The "street-level bureaucracy" theory

Focuses on the effect of workplace structure on workers' behavior

• Alienation: lack of control over work pace and outcomes

  • Alienation leads to job dissatisfaction and decreased commitment

• High ratio of clients to workers: a cycle of mediocrity develops

  • Demand of service ever-increasing, no concurrent increase in workers, diminishing quality of service , discourage clients

• Role strain: confusing and conflictual goals

  • The goal of promoting the general well-being of clients often conflicts with the social goal of eliminating welfare dependency

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