SKAARUP, S. Beyond Substantive Goals: A Framework for Understanding Citizens’ Needs and Goals in Bureaucratic Encounters. JeDEM - eJournal of eDemocracy and Open Government, [S. l.], v. 14, n. 2, p. 1–31, 2022. DOI: 10.29379/jedem.v14i2.731. Disponível em: https://jedem.org/index.php/jedem/article/view/731. Acesso em: 5 feb. 2023.