Discretion and its effects: analyzing the role of street-level bureaucrats’ enforcement styles

ABSTRACT

This research examines the intricacies of street-level bureaucracy, focusing on how bureaucrats’ discretionary powers affect their enforcement strategies during face-to-face interactions with clients. The study constructs an in-depth theoretical framework that blends elements from street-level bureaucracy theory and implementation studies. Structural equation modeling reveals a significant positive correlation between bureaucratic discretion and the perceived meaningfulness to clients, highlighting the roles of facilitation and accommodation enforcement style in determining enforcement approaches. However, the legalistic enforcement approach tends to create adverse impressions among clients and confines the decision-making capabilities of bureaucrats. The findings shed new light on street-level bureaucrats’ complex enforcement styles and behaviors, underscoring the critical interplay between their perceptions and enforcement methods in shaping their approach to policy implementation and public engagement. The study concludes by discussing these findings’ theoretical and practical implications, thereby enriching the conversation surrounding public administration theories and personnel management within public sector institutions.

KEYWORDS:

• Client meaningfulness
• discretion
• enforcement style
• street-level bureaucrats
• policy enforcement

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Mohammed Salah Hassan

Mohammed Salah Hassan is an Assistant Professor at the Modern College of Business and Science in Oman. His academic interests span diverse fields, including public administration, social psychology, and artificial intelligence. Presently, his research is concentrated on examining the impact of artificial intelligence, particularly generative AI, on decision-making processes. Additionally, he is actively exploring the mental health aspects and post-conflict dynamics affecting frontline bureaucrats.

Hussam Al Halbusi

Hussam Al Halbusi is currently a visiting assistant professor at the management department of Ahmed Bin Mohammed Military College, Qatar. His research interests lie in strategic management, leadership, innovation, and sustainability.

Ahmad Bayiz Ahmad

Ahmad Bayiz Ahmad serves as the Program Director for Business, Management, and Economics at the School of Management and Economics, located at the University of Kurdistan Hewler in the Kurdistan region of Iraq. His research primarily examines employees' attitudes and behaviors within public organizations.

Fadi Abdelfattah

Fadi Abdelfattah is an Associate Professor and Head of department at the Modern College of Business and Science in Oman. His research interests include consumer behavior, service quality, knowledge-sharing, and healthcare management.

Zahraa Thamir

Zahraa Thamir is a doctoral candidate at the Faculty of Law, University of Malaya, where she is deeply engaged in advancing her expertise in conflict resolution and legal reform. Her research delves into the intricate dynamics of conflict and the corresponding legal structures, aiming to contribute significant insights and potential solutions in these fields.

Raja Noriza Raja Ariffin

Raja Noriza Raja Ariffin is an associate professor at the Faculty of Business & Economics, University of Malaya. She is currently a Deputy Director at the International Institute of Public Policy & Management (INPUMA). Her research focuses on public policy and urban management.