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

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

50101 - Psychology (including human - machine relations)

Projekt

—

Návaznosti

R - Projekt Ramcoveho programu EK

Rok uplatnění

2025

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

Social Policy and Society

ISSN

1474-7464

e-ISSN

1475-3073

Svazek periodika

24

Číslo periodika v rámci svazku

4

Stát vydavatele periodika

GB - Spojené království Velké Británie a Severního Irska

Počet stran výsledku

13

Strana od-do

656-668

Kód UT WoS článku

001511548700001

EID výsledku v databázi Scopus

2-s2.0-105008727463