Organizational Maintenance,Sensitivity to Clients,and Vulnerability: Some New Suggestions About a Traditional Concept*

Maintenance, an important concept in the organizational literature, is often assumed to be a key factor in the low levels of sensitivity to client needs and demands apparent in many human service organizations. This paper uses data from a national sample of juvenile courts to demonstrate, however, that maintenance may relate to other variables in ways that are at variance with the common assumption. The maintenance of internal organizational operations is bound closely to the development of ties to the community; as a result, strong emphasis on maintenance actually leads to high levels of sensitivity to clients when certain environmental forces demand it. This positive relation is especially strong when organizations are highly vulnerable to external pressures. Such results suggest a contingent view of the role of maintenance in organizations and imply some further directions for research.