Search results

The peace process in the shape of confidence-building measures (CBMs) is recognizable as “arrangements designed to enhance … assurance of mind and belief in the trust-worthiness of states … confidence is the product of much broader patterns of relations than those which relate to military strategy. In fact the latter have to be woven into a complex texture of economic, cultural, technical and social relationships” (Hoist, 1983; Indian Express (New Delhi), December 19, 2003.). This suggests military and non-military initiatives undertaken by antagonistic states to reduce tensions and enhance mutual confidence. This chapter examines and evaluates various CBMs, military as well as non-military, that were initiated between India and Pakistan. The chapter also addresses and delineates definition and conceptual notion as well as some of the pertinent aspects of ongoing peace process including Track-II diplomacy and nuclear risk reduction measures being undertaken by India and Pakistan.

Purpose — The purpose of this chapter is to assess empirically the levels of trust across the world and to explore possible differences in the levels of trust among different groups of respondents.Design/methodology/approach — We analyze the individual-level data from 81 countries around the world using latest available European Values Study (EVS) and World Values Survey (WVS) datasets (most data refer to the year 2008). Methodologically, we compose three trust indicators using confirmatory factor analysis and then compare the level of trust in different groups. After that we calculate country-level means of trust indicators and use these as inputs in cluster analysis.Findings — The results of our empirical analysis show that the level of trust among supervisors do not differ significantly from the overall level of trust in a society, supporting the hypothesis that honesty and trust tend to be contagious. Still, there are statistically significant differences in trust levels between almost all explored population groups which were composed on the basis of previous theoretical and empirical literature.Limitations — Our analysis covered only selected socio-economic determinants of trust. It would be reasonable to add some contextual or systemic factors at the level of nation (like GDP per capita, quality of formal institutions, society’s polarization, or others) into further analysis.Originality/value — Our analysis distinguishes between three different types of trust which are studied both at individual and national level. Also, differences between age groups and educational groups, men and women, religious and non-religious persons are examined. Finally, we compare the levels of trust of those supervising someone with the average trust levels in the society as a whole.

Pledging collateral to secure loans is a prominent feature in financing contracts around the world. Existing theories disagree on why borrowers pledge collateral. It is even more challenging to understand why in some countries collateral coverage exceeds, for example, 300% of the value of a loan. This study looks at the association between collateral coverage and country-level governance and various institutional proxies. It investigates the economic implications of steep collateral coverage and sketches policy options to lower ex-ante asymmetric information and ex-post agency problems. Within this framework, should a lender collect the debt forcibly on default and liquidated assets fetch prices below outstanding loan values, the lender’s loss is covered through credit insurance, which would significantly reduce the need for steep collateral coverage. This proposal may increase level of private credit, investment and growth; particularly, in a number of developing countries where collateral spread is the main inhibitor of finance.

Purpose – This study draws on conflict management literature to examine service recovery by service organizations and its effect on the important marketing outcomes of customer perceptions of service quality (satisfaction, trust, attribution/praise, and value) which influences customer retention rate (loyalty) and thus firm profitability.Design/methodology – Data from 412 banking customers are first employed to test the study’s model, and the results are subsequently cross-validated using a sample of 421 health-care customers.Findings – In services marked by moderate to low customer contact (i.e., task oriented) such as banking, effective conflict management tends to increase customer satisfaction, trust, and perceived customer value. It also has a positive effect on customer loyalty, albeit mediated by the above three variables. However, in high contact service contexts (i.e., personal oriented) like health care, conflict management seems to have relatively weak direct and indirect effects on customer loyalty.Research limitations/implications – The single country (Malaysian) origin of the present study’s data suggests the need for corresponding research in a Western context, where customers likely have different service expectations. Additionally, the research scope could be extended to focus on the relational nature of conflict management (the way in which a conflict is framed and resolved) in service recovery and how this moderates the relationship between perceived service quality and customer loyalty. The bi-industry approach taken in this research could also be extended to other low- and high-contact service sectors.Practical implications – Service organizations may benefit from training their employees on conflict management, honing skills in sensing and halting potential customer conflicts, and instituting a rapid and procedurally robust conflict resolution mechanism.Value/originality – This research is the first to examine firm’s conflict management across two service sectors. It contributes to theory by situating conflict management at the crux of the service failure/recovery relationship quality debate and underlining its relevance for a range of desired outcomes namely, customer satisfaction, customer trust, customer value attribution or customer praise, and customer loyalty.

Abuse and misuse of Substitute Decision-Making (SDMg) authority impacts the lives of children and adults with decision-making disabilities. The concerns raised in this paper amplify previous attention addressed by advocacy agencies and law reformists such as the Law Commission of Ontario. I analyse problems associated with Plenary Guardianship from both the lived experience of the non-guardian perspective and from the authority bestowed to the Guardian pursuant to the Guardianship and Administration Act 1990 of Western Australia legitimating the unintended capacity to abuse one’s substitute decision-making authority. Substitute decision-making arrangements enable decisions to be made on behalf of a person with a decision-making disability; usually made when such arrangements are necessary and subject to safeguards. Detrimentally, the substitute decision-maker (SDM) can assert broader powers beyond sensible measures that include thwarting investigations undertaken by family members; removing family members from the life of the person for whom an order is made; inappropriately applying a paternalistic or ‘best interest’ approach to decision-making where other approaches are required; failing to consider the individual’s wishes or making decisions contrary to those wishes; having insufficient contact with the individual; and, sharing insufficient or incorrect information. Moreover, they may subject the individual for whom an SDM order is made to experimental medical treatment in tandem with imposing or condoning severe and harmful restrictive-practices. Consequently, the second issue addressed in this paper concerns normalising both chemical and physical restrictive-practices that are both morally abhorrent and clinically highly questionable. Furthermore, often undertaken by service providers and their contracted psychiatrists and treating teams, endorsed under authority of a collaborating Guardian or SDM.