Assessing the “will of the people”: an investigation into town service delivery satisfaction

Abstract: The “will of the people^‘’ is considered to be the highest authority in a democracy and said to be the driving force behind public policies. Yet not many past studies have assessed the level of citizen satisfaction with government services and identified ways of improving service delivery. At a municipal level, there is even less emphasis on measuring consumer satisfaction. This study measures citizens' satisfaction with municipal services in a town in Atlantic Canada. A taxonomy of government services based on user experience with the service and heterogeneity of consumer needs was developed and tested. Results indicate that while consumer satisfaction with municipal services is high, it does vary based on the nature of the service. Some action guidelines are suggested at the end of the paper to improve town service delivery. Sommaire: La «volonté du peuple» est considérée comme étant la plus haute autorité dans une démocratice, et l'on dit même que c'est elle qui est à l'origine des politiques publiques. Pourtant, peu d'études ont examiné le niveau de satisfaction du citoyen en ce qui concerne les services gouvernementaux et ont tenté de cerner les moyens permettant d'améliorer ces services. Au niveau municipal, on fait encore moins d'efforts pour mesurer la satisfaction des consommateurs. La présente étude mesure la satisfaction des citoyens à l'égard des services municipaux dans une ville située dans la région Atlantique du Canada. Une taxonomie des services gouvernementaux basée sur l'expérience des utilisateurs et sur l'hétérogénéité des besoins des consommateurs a été mise au point et testée. Les résultats indiquent que, bien que la satisfaction des consommateurs face aux services municipaux soit élevée, elle varie selon la nature de services. À la fin de l'article, on suggère quelques lignes directrices pour améliorer la prestation de services des villes.     

Shareholder wealth effects of legislative events: The case of airline deregulation

This paper presents empirical evidence about the impact on shareholder wealth of legislative events leading to the enactment of the Airline Deregulation Act of 1978. In contrast to prior regulatory event studies, this paper examines not only the final legislative enactment but also the Congressional hearings that preceded it. No significant effect on shareholder wealth is indicated when averaged across all airline firms and all legislative events. Impact of deregulation, however, was expected to be different for trunk airlines than for local airlines. Moreover, market expectations likely changed with the change in the political climate during the course of deregulation deliberations, from an industry financial health emphasis under a Republican (Ford) administration to a consumer welfare emphasis under a Democratic (Carter) administration. We find that trunk airlines experienced significant positive abnormal returns during the Ford administration, but negative abnormal returns during the Carter administration. In contrast, local airlines exhibited significant negative abnormal returns during both the Ford and Carter eras. Systematic risk of both trunk and local airlines also increased with the change in the political climate.     

Police training in ethics: The need for an innovative approach in mandated programs

Instruction in ethics is included in state-mandated basic training programs in almost all states in America. A review of the relevant literature showed that the courses on police ethics need to highlight adherence to the higher values of law, cultivation of principled conduct, and personal integrity. Based on the examination of the core elements of the currently mandated ethics courses, it was observed that these recompendations are not generally taken into account in the preparation of the courses on ethics.