Patients, Protocols, and Prosocial Behavior: Rule Breaking in Frontline Health Care

• Published in: American review of public administration Vol. 50; no. 1; pp. 45 - 61
• Main Authors: Borry, Erin L., Henderson, Alexander C.
• Format: Journal Article
• Language: English
• Published: Los Angeles, CA SAGE Publications 01.01.2020; SAGE PUBLICATIONS, INC
• Subjects: Behavior; Bureaucracy; Decision making; Deviation; Emergency medical services; Emergency services; Patients; Personality; Public services; Rules; emergency medical services; prosocial behavior; street-level bureaucracy; rule breaking

Rules are essential components of organizations, especially given their foundational role in inducing organizationally preferred behavior and reducing behavioral variability among its members. Despite the existence and prevalence of these centrally important tools, rule deviation occurs. This study...