How client characteristics cause extra-role behaviours in public service: uncovering invisible frontline work

Frontline workers have the discretion to extend public services beyond their formal job requirements, yet little is known about the influence of client characteristics on this behaviour. Using a large-scale conjoint design with 1,507 Danish high-school teachers, we uncover how teachers willingly exceed their job expectations when encountering students who demonstrate effort (e.g. handing in assignments) or low well-being (e.g. feeling lonely). However, their willingness diminishes as requested behaviours deviate further from job expectations. Our study highlights the factors driving extra-role behaviours and underscore the importance of recognizing ‘invisible frontline work’.