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@article{ART002205193},
author={Sunhee Kim},
title={Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -},
journal={Crisisonomy},
issn={2466-1198},
year={2017},
volume={13},
number={2},
pages={139-152},
doi={10.14251/crisisonomy.2017.13.2.139}

TY - JOUR
AU - Sunhee Kim
TI - Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -
JO - Crisisonomy
PY - 2017
VL - 13
IS - 2
PB - Crisis and Emergency Management: Theory and Praxis
SP - 139
EP - 152
SN - 2466-1198
AB - 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.
KW - Jeong(情);street-level bureaucrat;service behavior toward customer
DO - 10.14251/crisisonomy.2017.13.2.139
ER -

Sunhee Kim. (2017). Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -. Crisisonomy, 13(2), 139-152.

Sunhee Kim. 2017, "Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -", Crisisonomy, vol.13, no.2 pp.139-152. Available from: doi:10.14251/crisisonomy.2017.13.2.139

Sunhee Kim "Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -" Crisisonomy 13.2 pp.139-152 (2017) : 139.

Sunhee Kim. Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -. 2017; 13(2), 139-152. Available from: doi:10.14251/crisisonomy.2017.13.2.139

Sunhee Kim. "Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -" Crisisonomy 13, no.2 (2017) : 139-152.doi: 10.14251/crisisonomy.2017.13.2.139

Sunhee Kim. Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -. Crisisonomy, 13(2), 139-152. doi: 10.14251/crisisonomy.2017.13.2.139

Sunhee Kim. Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -. Crisisonomy. 2017; 13(2) 139-152. doi: 10.14251/crisisonomy.2017.13.2.139

Sunhee Kim. Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -. 2017; 13(2), 139-152. Available from: doi:10.14251/crisisonomy.2017.13.2.139

Sunhee Kim. "Public Service in Crisis - An Empirical Analysis of Street-level Bureaucrats’ Aggressive Behavior toward Customers -" Crisisonomy 13, no.2 (2017) : 139-152.doi: 10.14251/crisisonomy.2017.13.2.139