- Title Pages
- Biographical notes
- One Introduction
- Two The inside story
- Three Discretionary payments in social assistance
- Four Street-level bureaucracy and professionalism in health services
- Five When and why discretion is weak or strong
- Six Law enforcement and policy alienation
- Seven Law enforcement behaviour of regulatory inspectors
- Eight Street-level bureaucrats and regulatory deterrence
- Nine Street-level bureaucrats and client interaction in a just world
- Ten ‘Playing the rules’
- Eleven Personalisation and adult social work
- Twelve Bureaucratic, market or professional control? A theory on the relation between street-level task characteristics and the feasibility of control mechanisms
- Thirteen First-line supervisors as gate-keepers
- Fourteen Service workers on the electronic leash? Street-level bureaucrats in emerging information and communication technology work contexts
- Fifteen Fulfilling the promise of professionalism in street-level practice
- Sixteen Professionals and discretion in street-level bureaucracy
- Seventeen The moment of the street-level bureaucrats in a public employment service
- Eighteen Conclusion
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