Relational Bureaucracy: Structuring Reciprocal Relationships into Roles
描述了一种混合型关系官僚制，通过将互惠协作、关系协调和关系领导嵌入顾客、工人和管理者的角色中，实现关怀响应与官僚制可扩展性的结合。
We describe a hybrid relational bureaucratic form with structures that embed three processes of reciprocal interrelating—relational coproduction, relational coordination, and relational leadership—into the roles of customers, workers, and managers. We show how these role-based relationships of shared goals, shared knowledge, and mutual respect foster participants' attentiveness to the situation and to one another, enabling the caring, timely, and knowledgeable responses found in the relational form, along with the scalability, replicability, and sustainability found in the bureaucratic form. Through these role-based relationships, relational bureaucracy promotes universalistic norms of caring for particular others.