ABSTRACT Drawing on interviews and survey data from street‐level bureaucrats (SLBs) in eight Thai districts, we examine how mission motivation and autonomy combine to shape key SLB behaviors: policy compliance, policy customization, self‐directed action, and pro‐social rule‐breaking. We focus on how SLBs navigate the tension between delivering “up” to Bangkok and delivering “down” to citizens when they perceive these demands to be in conflict. We find substantial variation in how bureaucrats respond to this dilemma, which is potentially mediated by their professional environment (peer and leader interactions) and individual traits (such as rebelliousness and creativity). Leveraging Thailand's unusual combination of high mission motivation and de facto decentralized discretion within a formally centralized system, we show how autonomy can create the space for bureaucrats to prioritize local welfare over strict compliance. In doing so, we highlight the psychological and organizational mechanisms that link mission motivation to SLB behavior and illuminate how de facto decentralization shapes the public administration citizens experience.
Honig et al. (Tue,) studied this question.