Stereotypes in Context: How and When Do Street-Level Bureaucrats Use Class Stereotypes?

Stereotype use in street-level work and discretionary judgments is important because of the possible introduction of bias. This article contributes to the study of stereotypes in street-level work by suggesting that stereotypes are related to both cognitive and social uncertainties. A distinction between uncontrolled stereotype activation in the interpretation of information and controlled stereotype application in decision making is made to allow for a more nuanced study. A unique design combining semistructured interviews and a vignette experiment is presented to accommodate this theoretical framework. Results show that stereotype activation is conditioned by class difference and involves both categorization and simplified assumptions. Stereotype application is conditioned by class as well as by the homogeneity of the social contexts of street-level institutions. These results suggest that in order to decrease stereotypical bias in frontline encounters, one solution may be to increase social heterogeneity.