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How is empathy used in public service? A systematic literature review
16 references·4 citing·39 second hop
How is empathy used in public service? A systematic literature review (2024)How is empathy used in public service? A …Co-Production and Co-Creation (2018)Co-Production and Co-CreationFrom public service-dominant logic to public service logic: are public service organizations capable of co-production and value co-creation? (2017)From public service-dominant …Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment? (2016)Co-Production and the Co-Crea…The Oxford Handbook of Prosocial Behavior (2015)The Oxford Handbook of Prosoc…The New Public Service Revisited (2015)The New Public Service Revisi…The neural pathways, development and functions of empathy (2014)The neural pathways, developm…Empathy: A Review of the Concept (2014)Empathy: A Review of the Conc…Preferred Reporting Items for Systematic Reviews and Meta-Analyses: The PRISMA Statement (2009)Preferred Reporting Items for…Co-creation and the new landscapes of design (2008)Co-creation and the new lands…The Functional Architecture of Human Empathy (2004)The Functional Architecture o…Cops, Teachers, Counselors (2003)Cops, Teachers, CounselorsState Agent or Citizen Agent: Two Narratives of Discretion (2000)State Agent or Citizen Agent:…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Empathic joy and the empathy-altruism hypothesis. (1991)Empathic joy and the empathy-…The Motivational Bases of Public Service (1990)The Motivational Bases of Pub…The Theory of Moral Sentiments (1970)The Theory of Moral SentimentsStreet-level bureaucrats’ cognitive coping during public service delivery: a systematic literature review (2026)Street-level bureaucrats’ cog…Human(e) government: charting a positive path in a hostile world (2025)Human(e) government: charting…How do public servants frame and practise empathy? (2025)How do public servants frame …Can public managers rely on public service motivation during austere and chaotic times? New evidence from cognitive sciences (2025)Can public managers rely on p…Strengthening the Reporting of Observational Studies in Epidemiology (STROBE): Explanation and Elaboration (2007)The PRISMA Statement for Reporting Systematic Reviews and Meta-Analyses of Studies That Evaluate Health Care Interventions: Explanation and Elaboration (2009)The PRISMA Statement for Reporting Systematic Reviews and Meta-Analyses of Studies That Evaluate Health Care Interventions: Explanation and Elaboration (2009)The PRISMA statement for reporting systematic reviews and meta-analyses of studies that evaluate healthcare interventions: explanation and elaboration (2009)Rayyan—a web and mobile app for systematic reviews (2016)The PRISMA 2020 statement: an updated guideline for reporting systematic reviews (2021)Street-Level Bureaucracy: Dilemmas of the Individual in Public Services (1981)Bureaucracy: what government agencies do and why they do it (1990)Seeing like a State: How Certain Schemes to Improve the Human Condition Have Failed (1998)Politicians, Managers, and Street-Level Bureaucrats: Influences on Policy Implementation (2007)Policy Implementation, Street-level Bureaucracy, and the Importance of Discretion (2013)The genetical evolution of social behaviour. I (1964)Mind in Society: The Development of Higher Psychological Processes (1978)Measuring individual differences in empathy: Evidence for a multidimensional approach. (1983)Empathic neural responses are modulated by the perceived fairness of others (2006)The Social Neuroscience of Empathy (2009)Meta-analytic evidence for common and distinct neural networks associated with directly experienced pain and empathy for pain (2010)Researching Lived Experience: Human Science for an Action Sensitive Pedagogy (1990)Service-dominant logic: continuing the evolution (2007)Varieties of Participation in Public Services: The Who, When, and What of Coproduction (2017)Emotion And Adaptation (1991)Handbook of Positive Psychology (2001)Empathy as a driver of prosocial behaviour: highly conserved neurobehavioural mechanisms across species (2015)What Do Theory-of-Mind Tasks Actually Measure? Theory and Practice (2020)Factors Affecting the Perception of Disability: A Developmental Perspective (2021)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Measuring Public Service Motivation: An Assessment of Construct Reliability and Validity (1996)Galloping Elephants: Developing Elements of a Theory of Effective Government Organizations (1999)The New Public Service: Serving Rather than Steering (2000)Experience-based Co-design and Healthcare Improvement: Realizing Participatory Design in the Public Sector (2015)What is co-creation? An interactional creation framework and its implications for value creation (2017)Improvisation and Innovative Performance in Teams (2005)STREET‐LEVEL BUREAUCRACY AND PUBLIC ACCOUNTABILITY (2007)Coping During Public Service Delivery: A Conceptualization and Systematic Review of the Literature (2015)Public Service Advertisements: Emotions and Empathy Guide Prosocial Behavior (1994)Altruism and Prosocial Behavior (2003)The “identified victim” effect: an identified group, or just a single individual? (2005)
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References

  • 2009Preferred Reporting Items for Systematic Reviews and Meta-Analyses: The PRISMA Statement37,549 cited
  • 2008Co-creation and the new landscapes of design5,552 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2004The Functional Architecture of Human Empathy3,398 cited
  • 1990The Motivational Bases of Public Service3,065 cited
  • 2014Empathy: A Review of the Concept1,653 cited
  • 2003Cops, Teachers, Counselors1,161 cited
  • 2016Co-Production and the Co-Creation of Value in Public Services: A suitable case for treatment?1,135 cited
  • 2000State Agent or Citizen Agent: Two Narratives of Discretion820 cited
  • 1991Empathic joy and the empathy-altruism hypothesis.793 cited
  • 2015The Oxford Handbook of Prosocial Behavior651 cited
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  • 2018Co-Production and Co-Creation459 cited
  • 1970The Theory of Moral Sentiments436 cited
  • 2015The New Public Service Revisited373 cited
  • 2014The neural pathways, development and functions of empathy

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Cited by

  • 2026Street-level bureaucrats’ cognitive coping during public service delivery: a systematic literature review7 cited
  • 2025Human(e) government: charting a positive path in a hostile world6 cited
  • 2025Can public managers rely on public service motivation during austere and chaotic times? New evidence from cognitive sciences3 cited
  • 2025How do public servants frame and practise empathy?2 cited