22. Verständlichkeit der Verwaltungssprache

Müller, A.-S.; Felder, Ekkehard; Vogel, Friedemann

doi:10.1515/9783110296198-022

Cited by 2 publications

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“…Dafür liegen verschiedene Bezeichnungen vor, die als äquivalent bzw. synonym anzusehen sind: Verwaltungsakt (Wagner 1970, Becker-Mrotzek 1999, Müller 2017, Deutsch 2017; Bescheid (Becker-Mrotzek 1999, Rehbein 1999, Becker-Mrotzek/Scherner 2000, Ebert 2006, Müller 2017, Busse 2000, Verfügung (Deutsch 2017, Lienhard 2013und 2016, schriftliche Stellungnahme an Private und Institutionen (Klein 2000b). Eine andere Textform, die bekanntlich als verwaltungstypisch gilt, ist das Formular (vgl.…”

Section: Serianni (2003)unclassified

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Deutsche und italienische Verwaltungssprache im digitalen Zeitalter

Alghisi¹

2022

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Section: Serianni (2003)unclassified

“…Jahrhunderts und auch im letzten Jahrzehnt wiederholt hingewiesen (vgl. etwa Becker-Mrotzek/Scherner 2000;Fluck 2008;Müller 2017). 2008 merkt Fluck z.…”

Section: Introductionunclassified

Deutsche und italienische Verwaltungssprache im digitalen Zeitalter

Alghisi¹

2022

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Linguistic Features of Public Service Encounters: How Spoken Administrative Language Affects Citizen Satisfaction

Eckhard

Friedrich

2022

Journal of Public Administration Research and Theory

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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 on 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.

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22. Verständlichkeit der Verwaltungssprache

Cited by 2 publications

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Deutsche und italienische Verwaltungssprache im digitalen Zeitalter

Deutsche und italienische Verwaltungssprache im digitalen Zeitalter

Linguistic Features of Public Service Encounters: How Spoken Administrative Language Affects Citizen Satisfaction

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