Bureaucratic Encounters: A Pilot Study in the Evaluation of Government Services. By Daniel Katz, Barbara A. Gutek, Robert L. Kahn and Eugenia Barton. (Ann Arbor: Survey Research Center, Institute for Social Research, The University of Michigan, 1975. Pp. 264. 7.00, paper.) - Volume 71 Issue 3
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Daniel Madar (1977) studied this question.