Leaders are essential actors in public performance improvement and organizational change. However, a key question has not been adequately addressed in prior literature on the topic: how do leadership processes make a difference? Using data on New York City public schools, this article explores the organizational mechanisms by which a specific form of principal ' s leadership-transformational leadership-influences objective organizational outcomes as measured by standardized test scores. The empirical results indicate that a principal ' s transformational leadership style affects student test scores through the mediating effects of purposeful performance information use and stakeholder engagement.

Rules are essential components of organizations, especially given their foundational role in inducing organizationally preferred behavior and reducing behavioral variability among its members. Despite the existence and prevalence of these centrally important tools, rule deviation occurs. This study proposes to understand the ways in which emergency medical service (EMS) professionals break rules for prosocial purposes—to help patients. In particular, this research seeks to understand how specific organizational and personal attributes influence rule-breaking tendencies. Results indicate that aspects of ethical climate are significantly related to prosocial rule-breaking (PSRB) tendencies, whereas empathy is not. In addition, this study finds that other characteristics, such as a conformist personality, risk taking, expertise, and experience on the job influence PSRB. These findings contribute to the literature on rule deviation and EMS practices and shed light on the complexity of decision making in frontline public services.

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Street-level bureaucrats operate in a world relatively free of supervision, exercising discretionary abilities often without the presence of formal authority figures or managers. Although wide latitude in decision making is a norm of frontline work, leaders may occasionally be present to supervise service provision. This exploratory research employs narrative inquiry to examine the interactions of street-level personnel and formal authority figures during service provision in emergency medical services. Results indicate that occasions for compliance and disregard for managerial directives are manifest. Compliant behavior was evident when patient clinical needs were relatively clear and the effects of the directives were reasonably consistent with the paramedic s preconceived notions of appropriate action. Deviation from managerial directives was apparent when patient s positive outcomes were dependent on ignoring orders. Contributions to theory and practice, as well as avenues for future research are discussed.

Island University, Post Campus. His current research examines frontline behavior in emergency medical services organizations, as well as broader inquiry into the structuring of EMS systems. He previously served as chief administrative offi cer, operational offi cer, director, and volunteer with several emergency services organizations in suburban Philadelphia.