The BALANCE project aims to examine the institutional, social and managerial challenges associated with incivility among citizens. Its goal is to understand its effects and identify appropriate solutions to improve the functioning of public organizations while protecting front-line employees.
The project has three main objectives:
Objective 1: Investigate to what extent citizen incivility influence job performance and public servants’ well-being.
Objective 2: Further develop theory regarding why and when citizen incivility has such effects on the intended outcomes
Objective 3: Examine strategies to mitigate the detrimental effects of citizen incivility from individual, managerial, and institutional perspectives.
It brings together an interdisciplinary team of researchers in management science, sociology, and psychology to generate new perspectives on the consequences of incivility among citizens and its underlying mechanisms.
The project is led by Anthony PERRIER, Lecturer and Researcher at the Labour, Employment and Health Laboratory at TBS Education.
It is being carried out in partnership with the following institutions, among others:
The project is scheduled to run for 36 months from 1 January 2026 to 31 December 2028.
This project is funded by the ANR (French National Research Agency) as part of the 2025 Generic Call for Projects – JCJC Instrument – Young Researcher.