An empirical conceptualization of front line enablement by performance management

Abstract

The unintended effects of curtailing performance regimes are well-documented. Less is known about how street-level workers are enabled by hybrid performance regimes having a control and learning function. The aim of this study was therefore to conceptualize enablement by such performance regimes. For this purpose, an empirical study was conducted in two frontline contexts characterized by hybrid performance regimes: hospital nursing and prison guarding. Drawing on 31 interviews, 35 informal conversations, and 58 observation hours, this research finds that performance measuring enables street-level workers by providing them with different forms of knowledge helping them in different aspects of the job.

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