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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. 相似文献
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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. 相似文献
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Abstract. Although political efficacy is a key concept in theories of political participation and democratic governance, different studies have conceptualised and operationalised efficacy in different ways. Using comparable survey data from the United States, West Germany, Great Britain and Australia, this study builds upon previous research in an attempt to clarify our understanding of the dimensions of political efficacy and their relationship to socio-demographic factors. The results suggest that 'internal efficacy' and 'external efficacy' are distinct attitudinal dimensions which are comparable in all four nations, and that each is related to certain socio-demographic characteristics. 相似文献