"Any casual visitor to Central Europe knows how pervasive the perception (and probably the reality) of corruption is. This is, then, a very welcome addition to the literature. Its strength is the focus on ordinary citizens and how they cope with bureaucracy at their level - and on the larger issue of consolidating democracy. This is no expose of elite scandal but a close study of citizen encounters in Slovakia, Bulgaria, Ukraine, and the Czech Republic. An important chapter on ethnic minorities and officials is welcome. ... This volume will be most accessible to advanced social scientists. ... will benefit many as it shows variation between countries."