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Contents
- University of Michigan Press
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Contents List of Stories ix Acknowledgments xi Part 1. Two Narratives of Street-Level Work 1. Dealing with Faces 3 2. State Agents, Citizen Agents 9 3. Story Worlds, Narratives, and Research 25 4. Physical and Emotional Spaces 36 Part II. Enacting Identities in the Workplace and on the Streets 5. Workers Unite: Occupational Identities and Peer Relations 55 6. Organizational and Social Divisions among Street-Level Workers 64 7. Putting a Fix on People: Identity, Conduct, and Street-Level Work 77 Part III. Normative Decision Making: Moralities over Legalities 8. Who Are the Worthy? 97 9. Responding to the Worthy 107 10. Street-Level Worker Knows Best 123 11. Getting the Bad Guys 139 12. Streetwise Workers and the Power of Storytelling 153 Appendix A. Methodology 167 Appendix B. Entry Interview 179 Appendix C. Questionnaire and Exit Interview 181 Appendix D. Story Cover Page 189 Appendix E. Story Codes 191 Notes 193 References 205 Index 215 ...