Abstract:

Romania is facing complaints from citizens who express their discontent with the way they are treated by public sector employees, even when they approach them in order to fulfill the obligations imposed by law, like, for example, tax payments. Currently, the computer system is not developed well enough so, citizens are forced to contact directly the public servants officials in order to satisfy their legitimate interests.The possible causes of this phenomenon in public sector are:  transition from totalitarian regime to a democratic one and the low amount in wages. The present article aims to analyze to what extent should courtesy be rewarded, as a motivational method or if, on the contrary, the lack of courtesy should be penalized.