This article examines the potential for discourse between citizens and front-line administrators—those who directly deal with citizens. Critics of technical rational organizations question the ability and willingness of administrators to act on citizen feedback. Therefore, the article explores theoretical arguments about organizational rationality and the effect of the “bureaucratic experience,” resulting from administrator-bureaucracy interaction, on administrator ability and willingness to be responsive to citizens. Data from a survey of 147 front-line administrators are analyzed using structural equation modeling.
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