ERIC Number: ED146511
Record Type: RIE
Publication Date: 1976-Mar
Reference Count: 0
Impact of the Bureaucratic Encounter on the Client: Some Expected and Unexpected Consequences.
Gutek, Barbara A.
This paper discusses a number of studies undertaken at the Institute for Social Research (Ann Arbor, Michigan) which indicate that the impact of encounter tends to produce a satisfied clientele. Despite this, government agencies suffer from poor image, being described as cold, inefficient, slow and impersonal. Since this seems contradictory, data from a national sample survey of 1, 431 adult Americans by the Survey Research Center in 1973 are presented. The subjects were questioned on the specifics of their contacts with one of seven government service bureaucracies, as well as on the question of support for the political system. The analysis techniques involved the examination of bivariate relationships. In general, clients indicated fairly low levels of support for government agencies, particularly when compared to private companies. Clients who received assistance from government agencies were not more supportive of the government than were non-clients. Generally speaking, if the client's experience with the agency was negative it tended to give him an unfavorable view of all government agencies. (PFS)
Publication Type: Reports - Research
Education Level: N/A
Authoring Institution: N/A
Note: Paper presented at the Annual Meeting of the Midwestern Sociological Society (St. Louis, Missouri, April, 1976)