RELATIONAL BUREAUCRACY: STRUCTURING RECIPROCAL RELATIONSHIPS INTO ROLES

• 成果类型: Article
• 署名作者: Gittell, Jody Hoffer; Douglass, Anne
• 署名单位: Brandeis University; University of Massachusetts System; University of Massachusetts Boston
• 刊物名称: ACADEMY OF MANAGEMENT REVIEW
• ISSN/ISSBN: 0363-7425
• DOI: 10.5465/amr.2010.0438
• 发表日期: 2012
• 页码: 709-733
• 关键词: INPUT UNCERTAINTY; work; COORDINATION; care; performance; management; leadership; systems; PROFESSIONALISM; DESIGN

摘要

We describe a hybrid relational bureaucratic form with structures that embed three processes of reciprocal interrelating-relational coproduction, relational coordination, and relational leadership-into the roles of customers, workers, and managers. We show how these role-based relationships of shared goals, shared knowledge, and mutual respect foster participants' attentiveness to the situation and to one another. enabling the caring, timely, and knowledgeable responses found in the relational form, along with the scalability, replicability, and sustainability found in the bureaucratic form. Through these role-based relationships, relational bureaucracy promotes universalistic norms of caring for particular others.