Organizational and Individual response to hybridity in the public sector : A case study exploring the customer orientation of the Swedish Enforcement Authority
Summary, in English
The organizational response to hybridity detected in the study is a procedure of emphasizing and downplaying different demands depending on context and topic. This way a public organization adopting market-inspired elements may avoid confrontations between competing demands, and between competing aspects of the demands of the marketinspired elements and the public setting, and may maintain an organizational identity as a functioning hybrid.
On the individual level, this study indicates two main responses to hybridity; frontline public servants may respond to hybridity with compliance; supported by a hybrid professional identity the frontline public servants may form the demands of the market-inspired elements to the public setting, allowing them to comply with both the market-related demands and the traditional public sector demands. However, most frontline public servants hold on to a professional identity strictly based on the traditional values of public administration. As a result, many frontline public servants perceive that market-derived demands conflict with their view on their work and their duties and they respond to hybridity by ignoring or even resisting the market-related demands.
Hence, the study shows that organizational hybridity in the public sector might appear easy when viewed from an organizational level, but more challenging when viewed from an individual level, as there are aspects of the hybridity that causes tensions among many of the individuals working at the frontline. Tensions that might be hidden under a calm organizational surface.
Lund Studies in Economics and Management
- Business Administration
- Public Management
- Organizational hybridity
- Customer orientation
- Institutional logics
- Kristina Artsberg
- Anna Thomasson
- ISBN: 978-91-8039-381-2
- ISBN: 978-91-8039-382-9
25 November 2022
- Tom Karlsson (Associate Professor)