‘Street-level bureaucracy is an established concept in the social sciences, and it might be thought difficult to find anything new and important to say about the concept. This Research Handbook demonstrates that this assumption is most definitely untrue. By emphasizing street-level bureaucracy as the “ground floor” of government, Peter Hupe and his collaborators have provided a number of new insights into the behaviour and importance of those public servants who are in day-to-day contact with citizens. Anyone who wants to understand the impact of government on those citizens must read the chapters in this volume.’

– B. Guy Peters, University of Pittsburgh, US

‘This Research Handbook maps the now-sprawling and diverse scholarly world of research on frontline work and the encounters between governing authority and the publics served, surveilled and disenfranchised. The Research Handbook is a Who’s Who of international scholars exploring this territory and covers the full range of current topics, from theory to methods and emerging questions. It begins and ends with insightful introductory and concluding chapters by Peter Hupe, the editor. Hupe frames the diverse contributions of the Research Handbook authors while providing guideposts for future research. For students and scholars, this Research Handbook is essential reading, a touchstone.’

– Steven Maynard-Moody, University of Kansas, US