The emotional burdens of public service: rules, trust, and emotional labour in emergency medical services

Henderson, Alexander C.; Borry, Erin L.

doi:10.1080/09540962.2020.1831180

Cited by 20 publications

(13 citation statements)

References 25 publications

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“…To overcome these criticisms, Borry (2016) developed three items that refer to key dimensions of red tape and better capture its complexity without explicitly referring to the concept by name. This measure has been used in various contexts and cultures (e.g., Campbell, 2020;Henderson & Borry, 2020;Kaufmann et al, 2020). In our study, participants were asked to report their perceptions on a 5-point scale, based on items "policies and procedures in my work division are burdensome," "… unnecessary," and "… ineffective."…”

Section: Perceived Red Tapementioning

confidence: 99%

Perceived Red Tape and Precursors of Turnover: the Roles of Work Engagement and Career Adaptability

et al. 2022

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Drawing on job demands-resources theory, we propose that perceived red tape, as a hindrance job demand, triggers attitudinal and behavioral precursors of turnover in employees (turnover intentions and job search behaviors) by reducing their work engagement. In addition, we hypothesize that career adaptability, as a personal resource, buffers the detrimental effects of perceived red tape. In Study 1, three-wave data collected from employees (N = 202) working in Tanzanian public sector organizations supports the finding that work engagement mediates the effect of red tape on turnover intentions. Study 2 confirms this mediation, using data (N = 405) collected at three time points from a Chinese private organization, further verifying the mediating role of work engagement in the effect of red tape on job search behaviors. Supporting the moderating role of career adaptability, Study 2 also found that career adaptability attenuated the influence of red tape on work engagement and, subsequently, on turnover intentions and job search behaviors. Our article theoretically and empirically contributes to the understanding of how and when perceived red tape in organizations leads employees to consider leaving and prepare to leave.

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Section: Perceived Red Tapementioning

confidence: 99%

Perceived Red Tape and Precursors of Turnover: the Roles of Work Engagement and Career Adaptability

et al. 2022

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“…The role of the organizational 'relationships' in emotional labour has also been discussed (Henderson & Borry, 2020). Frontline ambulance crews and emergency operations centre staff (call handlers and dispatchers) sometimes work on their own (as solo responders), but quite often they work in pairs or in teams and develop routines to cope with the physical and emotional demands of shift work.…”

Section: Insights From Researchmentioning

confidence: 99%

New development: A ‘journey of personal and professional emotions’—emergency ambulance professionals during Covid-19

Wankhade

2021

Public Money & Management

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This article explores the consequences of emotional labour on UK NHS ambulance staff and their response to the Covid-19 pandemic. It highlights the challenges faced by ambulance crews while dealing with their emotional labour within the context of organizational settings. Research findings also explain the importance of emergency responders' psychosocial wellbeing. The article has clear relevance as to how frontline staff manage their emotional labour in other emergency service settings, such as the police and fire and rescue services.

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“…Moreover, the compliance, learning, and psychological costs described by Moynihan et al (2015) as fundamental to the experience of burden have also been studied in the red tape literature. Examples include Hattke et al's (2020) study linking red tape to confusion, frustration, and anger, as well as earlier work studying the alienating effect of red tape (DeHart- Davis & Pandey, 2005; see also Henderson & Borry, 2020). Campbell (2019) argues that the experience of red tape is (in part) a function of learning.…”

Section: The Impact Of Divisive Rules: Demoralized Workers and Destit...mentioning

confidence: 99%

The ontology, origin, and impact of divisive public sector rules: A meta‐narrative review of the red tape and administrative burden literatures

Campbell

Pandey

Arnesen

2022

Public Administration Review

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A rule is divisive when its legitimacy is contested and divisive rules are an enduring theme of public administration research. For over three decades, this research has been shaped by red tape theory, which conceptualizes divisive rules as those which consume an organization's resources but fail to advance its goals. Recently, however, the administrative burden framework, which prioritizes the impact of divisive rules on citizens and links their origins to political motives, has grown in popularity. We take stock of the last decade of research on red tape and administrative burden using the meta-narrative review methodology. We identify five narratives within the two research traditions and discuss their distinct research questions, theoretical mechanisms, privileged actors, and rule assumptions, as well as their strengths, limitations, and practical implications. These insights are leveraged to analyze the origins, impact, and ontology of divisive public sector rules. We also raise research questions with cross-cutting relevance to the red tape and administrative burden research traditions. Evidence for Practice• The design and quality of public sector rules have far-reaching consequences for policy makers, public servants, and citizens. • In the 1990s, the red tape research agenda linked rule quality with the administrative values of effectiveness and efficiency. Within the last decade, administrative burden research has highlighted the fundamentally political nature of some public sector rules. • Practitioners should assess their issue of concern and identify and draw from the most relevant of the five distinct but inter-related red tape and administrative burden research themes, namely, administrative performance, behavioral impact, rule quality, impact on citizen access to public services and benefits, and administrative system politicization. • Integrating the insights of the red tape and administrative burden research traditions can produce a more complete picture of public sector rules that is relevant to both scholars and practitioners.

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The emotional burdens of public service: rules, trust, and emotional labour in emergency medical services

Cited by 20 publications

References 25 publications

Perceived Red Tape and Precursors of Turnover: the Roles of Work Engagement and Career Adaptability

Perceived Red Tape and Precursors of Turnover: the Roles of Work Engagement and Career Adaptability

New development: A ‘journey of personal and professional emotions’—emergency ambulance professionals during Covid-19

The ontology, origin, and impact of divisive public sector rules: A meta‐narrative review of the red tape and administrative burden literatures

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