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Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -

  • Crisisonomy
  • Abbr : KRCEM
  • 2017, 13(2), pp.139-152
  • DOI : 10.14251/crisisonomy.2017.13.2.139
  • Publisher : Crisis and Emergency Management: Theory and Praxis
  • Research Area : Social Science > Public Policy > Public Policy in general
  • Received : December 19, 2016
  • Accepted : February 27, 2017
  • Published : February 28, 2017

Sunhee Kim 1

1서원대학교

Accredited

ABSTRACT

This study performs an empirical study on how “Jeong (情)”, a feeling of affection or attachment in Korean, influences civil servants’ aggressive or friendly behavior toward customers. We divided the “Jeong” into three sub-dimensions: human tenderness, care of others and warm-heartedness. Based on the survey data, we analyzed the relational structure among the three measures and their impacts on the friendly/aggressive behavior toward customers. The results are as follows. First, human tenderness has a weak correlation with care of others and warm-heartedness. Second, the three sub-dimensions of “Jeong” have a different role in the friendly/aggressive behavior toward customers. For instance, human tenderness has a positive impact on friendly behavior and negative on aggressive one, while care of others has a contrasting impact on them. Warm-heartedness has no impact. Third, care of others has the largest impact on both behaviors among the three sub-dimensions.

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