Citizen-Bureaucracy Relationship: Understanding Perceptions and Interaction

Abstract

In his opus magnum “Economy and Society” Max Weber states that ”[…] the exercise of authority consists precisely in administration” (Weber 1978: 220). Hence, it is important to focus on this exercise of authority to understand effectiveness of policies and citizens’ reaction to them. This panel therefore focuses on the relationship between citizens and bureaucracies, and we focus especially on citizens’ expectations and perceptions in these relationships, an on how bureaucracies react to them. Therefore this panel combines a five thought-provoking studies on how perceptions are formed among citizens as a result of interactions with public bureaucracies and the public servants with whom they interact. A variety of theoretical perspectives is taken to deal with the full complexity of the citizen-bureaucracy relationship, including the dual process theory, ecological rationality, cognitive appraisal theory. All studies have a strong empirical component, including both quantitative and qualitative approaches. In addition to the specific contributions that each paper makes, the combined panel will form the basis of an interesting discussion that can help better understanding perceptions and interactions in the Citizen-bureaucracy relationship.