Client focus in regulatory agencies

Abstract

‘Client focus’ seems like a counter-intuitive notion for regulatory agencies, whose job is to compel people to comply with government requirements. Yet it is becoming the catchphrase for many regulatory authorities. This article puts forward an argument, based on social exchange and regulatory theory, that a client-focused approach is not only compatible with a regulatory role, but also actually facilitates it. It recognizes that most people's propensity to comply is a function of factors other than the fear of punishment, such as their intrinsic or normative motivations and their ability to do what is required. It also assists in delineation and understanding of the proportion of regulatees who opportunistically avoid their obligations. The article advances a broader model of social exchange between regulators and regulatees.     

Consumers as researchers – innovative experiences in UK National Health Service Research

Consumer involvement is an established priority in UK health‐ and social‐care service development and research. To date, little has been published describing the process of consumer involvement and assessing ‘consumers’ contributions to research. This paper provides a practical account of the effective incorporation of consumers into a research team, and outlines the extent to which they can enhance the research cycle; from project development and conduct, through data analysis and interpretation, to dissemination. Salient points are illustrated using the example of their collaboration in a research project. Of particular note were consumers' contributions to the development of an ethically enhanced, more robust project design, and enriched data interpretation, which may not have resulted had consumers not been an integral part of the research team.     

Environmental context and marketing planning processes

The traditional model of marketing planning assumes that the process by which organizations take planning decisions is constant with respect to context. Organizational environment, internal context, performance and distinctive competency affect marketing planning only as information inputs for the planning process, not as influences on the choice of process. However, rapid change in environments, in competitive patterns and in market responses all demand action from organizations. Intuitively, we expect that rapid environmental change will require a faster planning process, and that increasing environmental complexity requires more careful deliberation. The marketing planning model does not accommodate such intuition. This paper outlines the case for rethinking marketing planning models, and develops a conceptual framework through which the impact of environmental context on marketing planning processes can be effectively examined.     

Mount Stirling: The Politics of Process Failure

This paper analyses the political decision-making process associated with the attempts to develop the tourism potential of Mt Stirling in the Victorian Alps (Australia). Its concern is with the failure of policy making since 1980 to bring about a strategic economic development programme that meets the needs of the regional community for a sustainable tourism industry. Using Public Choice theory to approach the analysis of collective failure, it is possible to identify the competing interests involved in the development debate and the causes of the impasse in government decision making. The paper examines the capacity of the disparate community interests to work together to generate alternatives to the government's own proposals which had consistently failed to incorporate regional economic interests in their planning procedures. The issues exposed in this example of process failure are not confined to Mt Stirling alone. They serve, perhaps, to illustrate a broader pattern of growing alienation and conflict between regional tourism interests seeking a greater voice in determining the sustainability of their own futures, and the demands of centralised urban decision-making systems.     

Comment

A Comment on “Marketing Planning and Corporate Culture: A Conceptual Framework Which Examines Management Attitudes in the Context of Marketing Planning” by John W. Leppard and Malcolm H. B. McDonald.     

Retail Financial Services Segmentation

In the light of the increasing importance of market segmentation in the retail financial services industry, this article reviews past research in the area. The article argues the need for research to move forward rather than repeat the kind of studies now being carried out by companies. The way in which academic research might provide a methodological model is discussed and areas for the future development of segmentation research are suggested.