Accountability or Expectations Management? The Role of the Ombudsman in Financial Regulation

Datos Bibliográficos

ID6090169
AutoresSharon Gilad (0000-0001-5350-506X, King's College London, autor de correspondencia)
Año2008
Volumen30
Número2
Páginas227-253
Fecha de publicación2008-04-01
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaLaw & Policy (JOURNAL)
Identificadores de la revistaISSN: 0265-8240 • E-ISSN: 1467-9930
EditorialWiley (PUBLISHER • GB)
DOI10.1111/j.1467-9930.2008.00275.x
OpenAlexW2103999522
IdiomaEN
Citas recibidas13
Referencias citadas32

Current research of third‐party complaint handling institutions evaluates their success in providing redress and advancing service improvement. This focus is driven by a normative predisposition. In contrast, this study is based on an inductive, ethnographic research of the UK Financial Ombudsman Service. This inductive analysis is employed to develop hypotheses to guide future research on third‐party complaint handling. It is suggested that current literature may have overlooked the role of third‐party complaint handling schemes in managing what, from a professional point of view, are citizen‐consumers’ excessive expectations for redress. The normative implications of this tentative empirical claim are further discussed

Accountability · Business · Complaint · Compliance (psychology · Empirical research · Normative · Political science · Public relations · Redress · Service (business · Dispute Resolution and Class Actions · Law · Medical Malpractice and Liability Issues · Ombudsman and Human Rights · Psychology · Public Administration · Social Psychology · Accounting · Marketing