A model explaining citizens' evaluations of bureaucratic encounters with welfare state programs is developed from a power-dependence perspective. The model is tested on a random sample of bureaucratic encounters. The findings suggest that income, eligibility rule, expectations, and perception of influence affect the perceived outcome and evaluation of the encounter. Implications of the findings regarding the validity of the model and future research are discussed.
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Yeheskel Hasenfeld (1985) studied this question.
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