La experiencia subjetiva de cargas administrativas:¿Nos afecta emocionalmente gastar tiempo para acceder a servicios?
The subjective experience of administrative burdens: Does it affect us emotionally to spend time accessing services?
A experiência subjetiva dos encargos administrativos: O tempo gasto acessando serviços nos afeta emocionalmente?
Resumen (es)
El estudio de cargas administrativas ha identificado los costos que los ciudadanos pueden experimentar en sus esfuerzos por obtener acceso real a servicios públicos y beneficios sociales. Sin embargo, se sabe menos sobre cómo la experiencia de cargas administrativas afecta emocionalmente a las personas. Se presenta el análisis de datos originales de una encuesta mexicana sobre si 1) el tiempo gastado en tareas administrativas o 2) la situación de vulnerabilidad de personas explica la variación en emociones positivas o negativas sobre hacer tareas administrativas. Solamente se encuentra una relación estadísticamente significativa para ciertos indicadores de vulnerabilidad. Se propone como posible explicación qué experiencias burocráticas negativas en el contexto mexicano confirman bajas expectativas previas hacia las burocracias y, por lo tanto, ya no tengan un impacto en la satisfacción emocional de los ciudadanos. Los hallazgos sugieren una actitud aprendida de reiteradas insatisfacciones de ciudadanos en sus interacciones con el Estado.
Resumen (en)
The study of administrative burdens has identified the costs that citizens may experience in their efforts to gain real access to public services and social benefits. However, less is known about how the experience of administrative burdens affects people emotionally. We present the analysis of original data from a Mexican survey on whether 1) the time spent on administrative tasks or 2) the situation of vulnerability of people explains the variation in positive or negative emotions about doing administrative tasks. Only a statistically significant relationship is found for certain vulnerability indicators. It is proposed as a possible explanation that negative bureaucratic experiences in the Mexican context confirm previous low expectations towards bureaucracies and, therefore, no longer have an impact on the emotional satisfaction of citizens. The findings suggest an attitude learned from repeated dissatisfactions of citizens in their interactions with the State.
Resumen (pt_BR)
O estudo dos encargos administrativos identificou os custos que os cidadãos podem enfrentar nos seus esforços para obter um acesso real aos serviços públicos e aos benefícios sociais. No entanto, sabe-se menos sobre como a experiência de encargos administrativos afeta emocionalmente as pessoas. Apresentamos a análise de dados originais de uma pesquisa mexicana sobre se 1) o tempo gasto em tarefas administrativas ou 2) a situação de vulnerabilidade das pessoas explica a variação de emoções positivas ou negativas sobre a realização de tarefas administrativas. Apenas uma relação estatisticamente significativa é encontrada para certos indicadores de vulnerabilidade. Propõe-se como possível explicação que as experiências burocráticas negativas no contexto mexicano confirmam as baixas expectativas anteriores em relação às burocracias e, portanto, não têm mais impacto na satisfação emocional dos cidadãos. Os resultados sugerem uma atitude aprendida com as repetidas insatisfações dos cidadãos em suas interações com o Estado.
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