Accountability or expectations management? The role of the ombudsman in financial regulation

Law and Policy

Volumn 30, Issue 2, 2008, Pages 227-253

  Gilad, Sharon ^a,b  

^a KING'S COLLEGE LONDON   (United Kingdom)

^b LONDON SCHOOL OF ECONOMICS   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 41149174619     PISSN: 02658240     EISSN: 14679930     Source Type: Journal    
DOI: 10.1111/j.1467-9930.2008.00275.x     Document Type: Article

References (43)

1. Adler, Michael (2003) "A Socio Legal Approach to Administrative Justice," Law & Policy 25: 323-53.
2. Allsop, J. (1994) "Two Sides to Every Story: Complainants' and Doctors' Perspectives in Disputes about Medical Care in a General Practice Setting," Law & Policy 16: 149-83.
3. Anderson, Eugene W., and Mary W. Sullivan (1993) "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science 12(2): 125-43.
4. Ansell, Christopher, and Jane Gingrich (2003) "Reforming the Administrative State." In Democracy Transformed? Expanding Political Opportunities in Advanced Industrial Democracies, edited by B. E. Cain, R. J. Dalton & S. E. Scarrow. Oxford: Oxford Univ. Press.
5. Best, Arthur, and Alan R. Andreasen (1977) "Consumer Response to Unsatisfactory Purchases-Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress," Law & Society Review 11: 701-42.
6. Black, Julia (1997) Rules and Regulators. Oxford: Clarendon Press.
7. Clarke, Michael (1999) Citizen's Financial Futures: The Regulation of Retail Investment Financial Services in Britain. Aldershot: Ashgate.
8. Cowan, David, and Simon Halliday (2003) The Appeal of Internal Review. Oxford: Hart Publishing.
9. Danet, Brenda (1978) "Toward a Method to Evaluate Ombudsman Role," Administration & Society 10: 335-70.
10. Goffman, Erving (1952) "On Cooling the Mark Out: Some Aspects of Adaptation to Failure," Psychiatry: Journal of Interpersonal Relations 15: 451-63.
11. Harlow, Carol (1978) "Ombudsmen in Search of a Role," Modern Law Review 41: 446-54.
12. Harlow, Carol, and Richard Rawlings (1997) Law and Administration, 2nd ed. London: Butterworths.
13. Hill, Larry B. (2002) "The Ombudsman Revisited: Thirty Years of Hawaiian Experience," Public Administration Review 62(1): 24-41.
14. Hirschman, Albert O. (1970) Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States. Cambridge: Harvard Univ. Press.
15. Hirschman, Albert O. (1982). Shifting Involvements: Private Interest and Public Action. Princeton, NJ: Princeton Univ. Press.
16. Hochschild, Arlie R. (1983) The Managed Heart: Commercialization of Human Feeling. Berkeley: Univ. of California Press.
17. James, Rhoda (1997) Private Ombudsmen and Public Law. Dartmouth: Aldershot.
18. Leidner, Robin (1993) Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life. Berkeley, CA; London: Univ. of California Press.
19. Lloyd-Bostock, Sally (1999) "Calling Doctors and Hospitals to Account." In Medical Mishaps: Pieces of the Puzzle, edited by L. Mulcahy M. M. Rosenthal & S. L. Bostock. Buckingham, PA: Philadelphia Open Univ. Press.
20. Lloyd-Bostock, Sally, and Linda Mulcahy (1994) "The Social Psychology of Making and Responding to Hospital Complaints: An Account Model of Complaint Processes," Law & Policy 16: 123-47.
21. Magnette, Paul (2003) "Between Parliamentary Control and the Rule of Law: The Political Role of the Ombudsman in the European Union," Journal of European Public Policy 10: 677-94.
22. Maute, Manfred F., and William R. Forrester Jr. (1993) "The Structure and Determinants of Consumer Complaint Intentions and Behavior," Journal of Economic Psychology 14(2): 219-47.
23. Miewald, Robert D., and John C. Comer (1986) "Complaining as Participation - The Case of the Ombudsman," Administration & Society 17: 481-99.
24. Miller, Richard E., and Austin Sarat (1981) "Grievances, Claims, and Disputes-Assessing the Adversary Culture," Law & Society Review 15: 525-66.
25. Morganosky, M. A., and H. M. Buckley (1986) "Complaint Behaviour: Analysis by Demographics, Lifestyle and Consumer Values," Advances in Consumer Research 14: 223-26.
26. Mulcahy, Linda (2003) Disputing Doctors: The Socio-Legal Dynamics of Complaints about Medical Care. Maidenhead, UK: Open Univ. Press.
27. Mulgan, Richard (2003) Holding Power to Account: Accountability in Modern Democracies. New York: Palgrave Macmillan.
28. Nader, Laura (1980) No Access to Law: Alternatives to the American Judicial System. New York: Academic Press.
29. National Statistics Office, Great Britain (2002) Socio-Economic Classification of Working-Age Population: Regional Trends 37. Available at http://www.statistics.gov.uk/STATBASE/ssdataset.asp?vlnk=5983 (Accessed 20 December 2007).
30. Oliver, Richard L., and Wayne S. DeSarbo (1988) "Response Determinants in Satisfaction Judgments," The Journal of Consumer Research 14: 495-507.
31. Richins, Marsha L. (1987) "A Multivariate Analysis of Responses to Dissatisfaction," Journal of the Academy of Marketing Science 15(3): 24-31.
32. Roch, Christine H., and Theodore H. Poister (2006) "Citizens, Accountability, and Service Satisfaction: The Influence of Expectations," Urban Affairs Review 41: 292-308.
33. Samuel, A. (2005) Consumer complaints and compensation: A guide for the financial services market. Surrey: City & Financial Publishing.
34. Schlesinger, Mark, Mitchell Shannon, and Brian Elbel (2002) "Voices Unheard: Barriers to Expressing Dissatisfaction to Health Plans," The Milbank Quarterly 80: 709-55.
35. Scott, Colin (2000) "Accountability in the Regulatory State," Journal of Law and Society 27(1): 38-60.
36. Seneviratne, Mary (2002) Ombudsmen: Public Services and Administrative Justice. London: Butterworths.
37. Singh, Jagdip (1989) "Determinants of Consumers' Decisions to Seek Third Party Redress: An Empirical Study of Dissatisfied Patients," The Journal of Consumer Affairs 23: 329-63.
38. Singh, Jagdip, and Robert E. Wilkes (1996) "When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint" Journal of the Academy of Marketing Science 24: 350-56.
39. Steele, Eric H. (1974) "Fraud, Dispute, and the Consumer: Responding to Consumer Complaints," University of Pennsylvania Law Review 123: 1107-86.
40. Stirton, Lindsay, and Martin Lodge (2001) "Transparency Mechanisms: Building Publicness into Public Services," Journal of Law and Society 28: 471-89.
41. Tyler, Tom R. (1988) "What Is Procedural Justice-Criteria Used by Citizens to Assess the Fairness of Legal Procedures?" Law & Society Review 22: 103-35.
42. Tyler, Tom R. (1994) "Psychological models of the justice motive: antecedents of distributive and procedural justice," Journal of Personality and Social Psychology 67: 850-63.
43. Tyler, Tom R. (2006) "Psychological Perspectives on Legitimacy and Legitimization," Annual Review of Psychology 57: 375-400.