CONSUMER COMPLAINTS IN PUBLIC SECTOR SERVICES

This article summarizes the findings of a recent research project investigating complaints handling in local government. It discusses the results of a survey of half the local authorities in England, to discover their complaints handling practices. The article also summarizes the results of a more limited survey of local authority consumers; this aimed to discover their attitude to and experience of complaining, and the level of awareness of their local authority's procedure. Finally there is a discussion about the desirability of formalized complaints procedures and the form they might take.     

DISCERNING UNFAIRNESS WHERE OTHERS MAY NOT: LOW SELF-CONTROL AND UNFAIR SANCTION PERCEPTIONS

Criminologists have long recognized that whether one perceives a sanction as fair or unfair influences the deterrent success of sanctions and the legitimacy afforded to legal authority. Unfortunately, although several scholars have claimed that individual characteristics influence how sanctions are interpreted, very little research has explored the individual factors that influence how one perceives sanctions to be fair/unfair. In this study, we take Gottfredson and Hirschi's notion of self-control and use it to explain, in part, whether an individual perceives a sanction as fair/unfair. We also examine how sanction perceptions and low self-control influence the perceived anger that may result from being singled out for sanctioning and whether self-control conditions the relationship between perceptions and anger. Our results suggest that individuals with low self-control are more likely to perceive sanctions as unfair, that unfair sanctions and low self-control lead to perceived anger for being singled out for punishment and that self-control conditions the effect of unfair sanction perceptions on perceived anger. Future directions are outlined.     

African Student at Home

The following address was given before a joint meeting of theRoyal African Society and the Royal Empire Society on June 24.Mr. B. F. Macdona, Vice-Chairman of the Council of the RoyalAfrican Society, took the chair. Miss Trevelyan is adviser tooverseas students at the University of London. She has beenassociated with student welfare work for a number of years,and is also a familiar figure in London musical circles.     

Race in the Andes: Global Movements and Popular Ontologies

Abstract — Race, long discounted in Andean ethnography as relatively unimportant, is a social fact of great salience in the Andes. This essay introduces the articles in the special issue on race in the Andes with an overview of the interrelated intellectual histories of racism in the Andes, Europe and North America, from colonial proto-racism, to the totalising theories of the 19th century, to the heterogeneous 'neo-racism' found in the Andes today, in which both these earlier ideas and contemporary cultural racisms are at home. It concludes with a discussion of an oppositional ideology found in some indigenous communities, in which race is somatic but not biological in origin.     

Wielding the Power of Popular Sentiment: Woman's Agency in Courtship and the Love Letters of Anna Todd∗

If you want to break [our engagement], and do not like to for fear it would be wronging me, then let the trouble be settled at once. Of course I do admit that it would be wronging me—yes, it would be taking away my love, my life—my whole existence. But I would sacrifice all that if such a proceeding would rid you of all these trials and troubles, and make you happy once again.