Lettinga, B.

frontline professional frontline professionals assessment service frontline workers worker actor rearrangement berber lettinga client steering rearrangement practice policy implementation assessment agencies assessor order agency condition interest management literature influence level maaike moulijn message berber control van der veen maaike change moulijn lettinga provision relation process strategy response field oliver reform service provision organization effect street-level provider research perspective environment decision willingness section expectation frontline implementation protocol position pressure behaviour power ability health instrument sector frontline level policy makers example proefschrift problem demand introduction steering messages policy implementation nature frontline worker den haag incentive phase autonomy expertise