Psychological Factors in Bureaucratic Encounters: Determinants and Effects of Interactions between Officials and Clients

  • Ursula Scherer
  • Klaus R. Scherer
Part of the NATO Conference Series book series (NATOCS, volume 11)


In modern industrial societies an increasingly larger part of the average person’s daily life is affected by the rules and regulations of public bureaucracies. This is a consequence of the fact that traditional ways of self-government and self-help have disappeared and have been replaced by all-encompassing administrative organisations and social welfare systems. For that reason more people have more contacts with representatives or officials of bureaucratically organised agencies. For many persons these contacts represent their most direct experiences with the power of government. Conflicts and discontent in encounters of citizens with the representatives of state and government can therefore have adverse effects on attitudes toward the political system and can give rise to feelings of alienation.


Personality Trait Social Class Public Official Social Skill Training Behavioural Component 


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Copyright information

© Plenum Press, New York 1980

Authors and Affiliations

  • Ursula Scherer
    • 1
  • Klaus R. Scherer
    • 1
  1. 1.Department of PsychologyUniversity of GiessenGiessenW. Germany

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