Exploring the Impact of Public Service Motivation on Public Employee’s Coping Strategy With Clients: Nuanced Insights From Varied Contexts

doi:10.1177/0734371X241304024

UM > Faculty of Social Sciences > DEPARTMENT OF GOVERNMENT AND PUBLIC ADMINISTRATION

Residential College	false
Status	即將出版Forthcoming
	Exploring the Impact of Public Service Motivation on Public Employee’s Coping Strategy With Clients: Nuanced Insights From Varied Contexts
	Tao, Lei 1; Liu, Ning 2; Wen, Bo3
	2025
Source Publication	Review of Public Personnel Administration
ISSN	0734-371X
Abstract	This study analyzes the impacts of public service motivation (PSM) on the front-line public employees’ coping strategy, considering the moderating roles of two contextual factors: organizational performance pressure and clients’ help deservingness. Two vignette-based survey experiments were conducted separately in regulation and service settings (financial regulators and healthcare workers) in China. The findings indicate agreement across different settings on the positive effects of PSM on public employees’ intention to move against clients. However, the evidence regarding the moderating roles of organizational performance pressure and clients’ help deservingness points to more complexity, with the results varying in the regulation and service settings. In the regulation setting, organizational performance pressure crowds out financial regulators’ PSM, leading to declining intentions of moving against clients. However, in the service setting, clients’ help deservingness serves as a significant contextual factor, moderating the relationship between healthcare workers’ PSM and intentions on moving against clients.
Keyword	clients’ help deservingness coping behavior front-line public employees performance pressure public service motivation
DOI	10.1177/0734371X241304024
URL	View the original
Language	英語English
Scopus ID	2-s2.0-85213980718
Fulltext Access	View Full-Text via DOI View Full-Text via Web of Science View Full-Text via Scopus
Citation statistics
Document Type	Journal article
Collection	DEPARTMENT OF GOVERNMENT AND PUBLIC ADMINISTRATION
Affiliation	1.Education University of Hong Kong, Hong Kong 2.City University of Hong Kong, Hong Kong 3.University of Macau, Taipa, Macao
Recommended Citation GB/T 7714	Tao, Lei,Liu, Ning,Wen, Bo. Exploring the Impact of Public Service Motivation on Public Employee’s Coping Strategy With Clients: Nuanced Insights From Varied Contexts[J]. Review of Public Personnel Administration, 2025.
APA	Tao, Lei., Liu, Ning., & Wen, Bo (2025). Exploring the Impact of Public Service Motivation on Public Employee’s Coping Strategy With Clients: Nuanced Insights From Varied Contexts. Review of Public Personnel Administration.
MLA	Tao, Lei,et al."Exploring the Impact of Public Service Motivation on Public Employee’s Coping Strategy With Clients: Nuanced Insights From Varied Contexts".Review of Public Personnel Administration (2025).

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