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- W4311376221 abstract "Abstract Spoken administrative language is a critical element in the relationship between citizens and the state, especially when it comes to face-to-face interactions between officials and citizens during the delivery of public services. But preceding work offers little insights into the verbal features of street-level bureaucracy. Drawing on communication studies, we argue that administrative language differs along both a relational and an informational linguistic component. To test the consequentiality of this theory, we design a factorial survey experiment with a representative sample of 1,402 German citizens. Participants evaluated audio recordings of a hypothetical service encounter where we systematically varied the language used by the official and the service decision, measuring participants’ service satisfaction as the main outcome. Based on regression analysis, we find that relational elements of administrative language improve citizen satisfaction, independent of the service outcome, but that the effect does not hold for the informational component. These findings emphasize the importance of relational communication in citizen-state interactions, which tends to be neglected in public administration theory and practice." @default.
- W4311376221 created "2022-12-25" @default.
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- W4311376221 date "2022-12-13" @default.
- W4311376221 modified "2023-09-30" @default.
- W4311376221 title "Linguistic Features of Public Service Encounters: How Spoken Administrative Language Affects Citizen Satisfaction" @default.
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- W4311376221 doi "https://doi.org/10.1093/jopart/muac052" @default.
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