Street-level bureaucrats’ cognitive coping during public service delivery: a systematic literature review
系统回顾129项研究，揭示街头官僚在服务提供中如何通过意义建构采用共情、冷漠等认知应对机制，这些机制受个人因素影响并关联配给、攻击等行为。
How do street-level bureaucrats cope cognitively with the demands of service delivery? What factors shape these coping strategies, and how are they reflected in their behaviours? Based on a systematic review of 129 studies, we show that street-level bureaucrats engage in sense-making and adopt cognitive coping mechanisms such as empathy, compassion, cynical reasoning, emotional detachment, carefulness, categorization, ‘othering’, and moral licencing. These are linked to behavioural responses like rationing and aggression, and are shaped mainly by personal factors. This review contributes to the literature by employing a sense-making lens to examine cognitive coping mechanisms, their antecedents, and their behavioural outcomes.