Chapters in this book

1. Front Matter i
2. Contents vii
3. Tables, Figures, and Boxes ix
4. Acknowledgments xi
5. Introduction 1
6. Who Are These People and What Do They Do? 10
7. The Research Described 27
8. “How We Do Things around Here” 44
9. Service to the Public 69
10. The Workplace Environment 98
11. Two Solitudes or One Big Happy Family? Dealing with Head Office 129
12. Administrative Reform: How It Plays in the Field 156
13. Bureaucrats Are People Too 181
14. Where Do We Go from Here? Implications for Implementation and Management Theory 199
15. Appendix 215
16. Notes 231
17. Bibliography 239
18. Index 249