The Role of Bureaucratic Procedures and ‘Caring Professionals’ in Fostering User Trust : Evidence from Serbia and the Czech Republic

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14230%2F25%3A00141406" target="_blank" >RIV/00216224:14230/25:00141406 - isvavai.cz</a>
Result on the web
<a href="https://www.cambridge.org/core/journals/social-policy-and-society/article/role-of-bureaucratic-procedures-and-caring-professionals-in-fostering-user-trust-evidence-from-serbia-and-the-czech-republic/6DFB11A1E3695611C60A924DB767065C" target="_blank" >https://www.cambridge.org/core/journals/social-policy-and-society/article/role-of-bureaucratic-procedures-and-caring-professionals-in-fostering-user-trust-evidence-from-serbia-and-the-czech-republic/6DFB11A1E3695611C60A924DB767065C</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1017/S1474746425100808" target="_blank" >10.1017/S1474746425100808</a>

Result language
angličtina
Original language name
The Role of Bureaucratic Procedures and ‘Caring Professionals’ in Fostering User Trust : Evidence from Serbia and the Czech Republic
Original language description
The literature on user trust in social welfare systems appropriately highlights the quality of relationships with frontline workers and the perception of their skills and human qualities, which develop and evolve over time. However, it tends to place less emphasis on users’ perceptions of and experiences with the formal procedures within which these relational processes unfold. With this paper, we aim to contribute to knowledge on user (dis)trust-building by focusing on the microdynamics of its development, which equally considers citizens’ interactions with frontline workers and institutional procedures at various organisational levels. Drawing on empirical research conducted among disadvantaged families seeking support from social services and assistance institutions in the Czech Republic and Serbia, we analyse the narrated experiences and perception-based mechanisms that shape users’ (dis)trust within the dual context of institutional procedures governing access to services, and the relationship with frontline workers.
Czech name
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Czech description
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Type
J<sub>imp</sub> - Article in a specialist periodical, which is included in the Web of Science database
CEP classification
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OECD FORD branch
50101 - Psychology (including human - machine relations)

Publication year
2025
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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