Providing individualized services under complex conditions: A configurational analysis of street‐level organizations
研究挪威跨部门街头组织如何通过结构、组织响应和管理能力的组合来促进个性化服务，对公共管理者理解复杂环境下的服务定制有参考价值。
Abstract Individualized services are provided under complex conditions, as a variety of factors can affect the ability of a street‐level organization to adapt its services to individual needs and circumstances. Especially challenging are tensions between the means of control and standardization following new public management ( NPM ) and post‐ NPM ideas of holistic and coordinated services. Through a fuzzy‐set qualitative comparative analysis of Norwegian sector‐spanning street‐level organizations, we show three different configurations that can promote individualized services. These consist of variations of structural circumstances (size, service variety); organizational responses (goal coherence, cross working); and manager capacity (professional background, managerial orientation). Service individualization is not an outcome of the interaction between street‐level workers and clients alone, but an outcome of street‐level organizations and their managers' use of measures and competencies across service sectors, and of their capacity to develop a shared perception of goals and an organization that handles institutional complexity.