Article International Review of Administrative Sciences How citizens’ dissatisfaction with street-level bureaucrats’ exercise of discretion leads to the alternative supply of public services: the case of Israeli marriage registrars Niva Golan-Nadir University of Haifa, Israel Nissim Cohen University of Haifa, Israel Aviad Rubin University of Haifa, Israel Abstract Can street-level bureaucrats’ exercise of discretion lead to clients’ dissatisfaction with policy implementation? If so, under what conditions could such disaffection lead to the alternative supply of public services? Building on Albert Hirschman’s model of exit, voice, and loyalty, this article contributes to the literature by pointing to street-level bureaucrats’ exercise of discretion as influencing citizens’ dissatisfaction with policy implementation. We identify three main elements—personal, organizational, and envi- ronmental—influencing discretion informally, causing clients’ dissatisfaction. We also point to a combination of three conditions triggering the creation of an alternative supply of services: (1) citizens’ dissatisfaction with policy implementation; (2) street-level Corresponding author: Niva Golan-Nadir, School of Political Science, Division of Public Administration and Policy, University of Haifa, 199 Aba Khoushy Ave., Mount Carmel, Haifa 31905, Israel. Email: ngolan10@campus.haifa.ac.il International Review of Administrative Sciences 0(0) 1–18 ! The Author(s) 2020 Article reuse guidelines: sagepub.com/journals-permissions DOI: 10.1177/0020852320972177 journals.sagepub.com/home/ras