@phdthesis{Doering2019,
  author    = {D{\"o}ring, Matthias},
  title     = {The public encounter},
  doi       = {10.25932/publishup-50227},
  url       = {http://nbn-resolving.de/urn:nbn:de:kobv:517-opus4-502276},
  school      = {Universit{\"a}t Potsdam},
  pages     = {xi, 115},
  year      = {2019},
  abstract  = {This thesis puts the citizen-state interaction at its center. Building on a comprehensive model incorporating various perspectives on this interaction, I derive selected research gaps. The three articles, comprising this thesis, tackle these gaps. A focal role plays the citizens' administrative literacy, the relevant competences and knowledge necessary to successfully interact with public organizations. The first article elaborates on the different dimensions of administrative literacy and develops a survey instrument to assess these. The second study shows that public employees change their behavior according to the competences that citizens display during public encounters. They treat citizens preferentially that are well prepared and able to persuade them of their application's potential. Thereby, they signal a higher success potential for bureaucratic success criteria which leads to the employees' cream-skimming behavior. The third article examines the dynamics of employees' communication strategies when recovering from a service failure. The study finds that different explanation strategies yield different effects on the client's frustration. While accepting the responsibility and explaining the reasons for a failure alleviates the frustration and anger, refusing the responsibility leads to no or even reinforcing effects on the client's frustration. The results emphasize the different dynamics that characterize the nature of citizen-state interactions and how they establish their short- and long-term outcomes.},
  language  = {en}
}
@phdthesis{Doering2019,
  author    = {D{\"o}ring, Matthias},
  title     = {The public encounter - dynamics of citizen - state interactions},
  school      = {Universit{\"a}t Potsdam},
  pages     = {115},
  year      = {2019},
  abstract  = {This thesis puts the citizen-state interaction at its center. Building on a comprehensive model incorporating various perspectives on this interaction, I derive selected research gaps. The three articles, comprising this thesis, tackle these gaps. A focal role plays the citizens' administrative literacy, the relevant competences and knowledge necessary to successfully interact with public organizations. The first article elaborates on the different dimensions of administrative literacy and develops a survey instrument to assess these. The second study shows that public employees change their behavior according to the competences that citizens display during public encounters. They treat citizens preferentially that are well prepared and able to persuade them of their application's potential. Thereby, they signal a higher success potential for bureaucratic success criteria which leads to the employees' cream-skimming behavior. The third article examines the dynamics of employees' communication strategies when recovering from a service failure. The study finds that different explanation strategies yield different effects on the client's frustration. While accepting the responsibility and explaining the reasons for a failure alleviates the frustration and anger, refusing the responsibility leads to no or even reinforcing effects on the client's frustration. The results emphasize the different dynamics that characterize the nature of citizen-state interactions and how they establish their short- and long-term outcomes.},
  language  = {en}
}
@misc{HeineDoeringNoack2013,
  author    = {Heine, Moreen and D{\"o}ring, Matthias and Noack, Sebastian},
  title     = {Open Government},
  series = {Postprints der Universit{\"a}t Potsdam Wirtschafts- und Sozialwissenschaftliche Reihe},
  journal   = {Postprints der Universit{\"a}t Potsdam Wirtschafts- und Sozialwissenschaftliche Reihe},
  number    = {115},
  issn      = {1867-5808},
  doi       = {10.25932/publishup-43678},
  url       = {http://nbn-resolving.de/urn:nbn:de:kobv:517-opus4-436784},
  pages     = {2},
  year      = {2013},
  abstract  = {Bis heute gelingt es kaum, Begriffe rund um die Verwaltungsreform - von New Public Management bis zu den E-Modellen - schl{\"u}ssig voneinander abzugrenzen. Dieses Defizit wird bei der Betrachtung des Konzepts Open Government erneut sichtbar. Der Begriff Open Government ist dabei nicht nur aus verwaltungswissenschaftlicher, sondern mit Blick auf die Instrumente der direkten Demokratie auch aus politikwissenschaftlicher Perspektive zu betrachten. Handelt es sich um einen Sammelbegriff f{\"u}r haupts{\"a}chlich schon Dagewesenes?},
  language  = {de}
}
@misc{Doering2012,
  type      = {Master Thesis},
  author    = {D{\"o}ring, Matthias},
  title     = {Der Einfluss von Verwaltungskultur auf die Verwendung von Performance-Daten : eine quantitative Untersuchung der deutschen kreisfreien St{\"a}dte},
  url       = {http://nbn-resolving.de/urn:nbn:de:kobv:517-opus-57698},
  school      = {Universit{\"a}t Potsdam},
  year      = {2012},
  abstract  = {In der aktuellen Performance-Management-Forschung wurden bereits eine Vielzahl von Einflussfaktoren untersucht, die eine zielgerichtete Verwendung von Kennzahlen beeinflussen. Verwaltungskultur spielte hierbei nur eine nachgeordnete Rolle. Die vorliegende Untersuchung verwendet die Daten einer Umfrage in allen kreisfreien St{\"a}dten Deutschlands, um den Zusammenhang zwischen verschiedenen Kulturtypen und der Verwendung von Kennzahlen zu untersuchen. Als Analyseschema f{\"u}r Verwaltungskultur wird die Grid/Group-Analysis verwendet. Die Ergebnisse sind zum Teil {\"u}berraschend. Individualistische Kulturen scheinen einen negativen, hierarchistische Kulturen einen positiven Einfluss zu haben. Dennoch wird das Fehlen eines geeigneten Operationalisierungsschemas bem{\"a}ngelt.},
  language  = {de}
}