The Application of Customer Service Standards and Street-Level Bureaucrats’ Discretion in Lithuanian State Agencies
The main purpose of this article is to explore how standardization of the public service provision and introduction of customer service standards affect the de facto discretion of civil servants. The study uses a qualitative case study approach. Two main research methods were used to gather data – s...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2020-12-01
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| Series: | Baltic Journal of Law & Politics |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/bjlp-2020-0013 |