Lost in translation how public managers across hierarchical levels shape customization depending on their managerial or professional identity
基于身份理论，研究一线、中层和高层公共管理者如何因专业和管理身份差异影响定制化服务，发现定制化在层级传递中逐渐弱化。
Using identity theory, we analyse how frontline, middle and top managers shape customization, dependent on their differences in professional and managerial identities. Our qualitative research shows that frontline managers prioritize professional values in managing customization, but these often conflict with managerial values. Top managers acknowledge the importance of customization and seek to balance both identities, but face challenges to maintain this focus as it moves down the hierarchy. Middle managers translate strategic goals into practice, yet their focus on managerial values cause customization to fade. This study highlights customization getting lost in translation when it cascades down the hierarchy.