期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2020
卷号：10
期号：11
页码：1571-1579
DOI：10.6007/IJARBSS/v10-i11/9077
语种：English
出版社：Human Resource Management Academic Research Society
摘要：This paper attempts to address the issues and challenges faced by the street level bureaucrats when it comes to discretionary decisions in the performance of their duties. The exercise of discretion in delivering government services requires greater control over their working practices. The participants involved in the study were 80 civil servants from different states in the Northern Region of Malaysia. Data collection methods employed include focus group discussion as well as information gathered from self-completed questionnaires of the participants. The results showed that majority of the officers had used discretion in some point of their routine tasks. The determinants, however, entail various underlying reasons which driven by diverse perspectives.
