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Baltic Journal of Law & Politics
Volume 13 (2020): Issue 2 (December 2020)
Open Access
The Application of Customer Service Standards and Street-Level Bureaucrats’ Discretion in Lithuanian State Agencies
Remigijus Civinskas
Remigijus Civinskas
,
Natalja Gončiarova
Natalja Gončiarova
and
Saulius Pivoras
Saulius Pivoras
| Mar 18, 2021
Baltic Journal of Law & Politics
Volume 13 (2020): Issue 2 (December 2020)
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Published Online:
Mar 18, 2021
Page range:
109 - 134
Received:
Sep 10, 2020
Accepted:
Dec 30, 2020
DOI:
https://doi.org/10.2478/bjlp-2020-0013
Keywords
Street-level bureaucracy
,
standardization
,
customer service
,
customer service standards
© 2020 Remigijus Civinskas et al., published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.
Remigijus Civinskas
Associate Professor; Dr., Vytautas Magnus University, Faculty of Political Sciences and Diplomacy
Lithuania
Natalja Gončiarova
Ph.D. Student, Vytautas Magnus University, Faculty of Political Sciences and Diplomacy
Lithuania
Saulius Pivoras
Professor; Dr., Vytautas Magnus University, Faculty of Political Sciences and Diplomacy
Lithuania