Trust is the “glue” connecting state and society and particularly relevant to how front-line workers, who are the face of public administration vis-à-vis citizens, implement policy. Therefore, it is important to examine how front-line workers' absence of trust in regulators influences the ways they cope with their clients. Our study investigates this question empirically through interviews and focus groups with 80 Israeli social service providers. Our results show that front-line workers' distrust in regulators is a product of four factors: perceived lack of protection, clash of values, politicization in implementation processes, and regulators' “disconnection” from the field. It leads them to adopt two coping strategies: acts of self-protection and deviation from formal policy. A further derivative is their turnover intention.

中文翻译：

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孤军奋战：对监管机构的不信任和一线工人的应对

信任是连接国家和社会的“粘合剂”，尤其关系到作为公共行政部门与公民的面孔的一线工作人员如何实施政策。因此，研究一线工作人员对监管机构缺乏信任如何影响他们与客户打交道的方式非常重要。我们的研究通过对 80 家以色列社会服务提供者的访谈和焦点小组对这个问题进行了实证调查。我们的研究结果表明，一线工人对监管机构的不信任是四个因素的产物：感知到缺乏保护、价值观冲突、实施过程中的政治化以及监管机构与现场的“脱节”。这导致他们采取两种应对策略：自我保护行为和偏离正式政策。进一步的衍生是他们的换手意图。