What do public officials think about citizens? The role of public officials’ trust and their perceptions of citizens’ trustworthiness in interactive governance

Abstract

textabstractThis chapter looks at the views public officials have of citizens, in particular their level of trust toward citizens’ ability, integrity and benevolence, when engaging in administrative interactions. Public officials’ trust is essential, in interactive governance, because it may stimulate the compliance and trust of citizens toward public administration. In turn, this may increase the effectiveness of public service delivery. Public officials’ trust builds over time when they have interactions with trustworthy citizens. Hence, trust between public officials and citizens is at the same time an essential requirement for interactive governance and an outcome of such interactions. Extensive research thus far has not yet revealed many individual factors of officials’ trust toward citizens nor their perceptions of citizens’ trustworthiness. In addition, few studies have been conducted on the institutional and organizational factors of trust and trustworthiness. We discuss this research before suggesting avenues for future studies.