How is empathy used in public service? A systematic literature review

Abstract

This systematic literature review (N = 65) takes stock of the public administration and policy literature and provides a systematic account of how empathy is currently theorized in public administration; how it is incorporated in practices of public servants; as well as avenues towards activating empathy in current and future public servants. The major shortcoming of empathy research in public administration is its piecemeal nature, lack of a holistic vision, or a grand theory of how to integrate empathy into practices of public servants or how to implement the affective turn in public administration. We conclude with recommendations for theory and practice.

Topics & Concepts