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Further understanding of how stakeholder marketing explains firm performance through greater customer satisfaction, innovation, and reputation of a firm.

Grounded in stakeholder theory, the study provides a conceptualization of stakeholder orientation based on cultural values that is distinctive from stakeholder responsiveness and examines the relationship of stakeholder responsiveness to firm performance. The study determines the mediating role of marketing outcomes on the impact of stakeholder responsiveness on firm performance. Multiple regression analysis tests hypotheses using a data set consisting of qualitative data obtained from corporate documents and quantitative data from respected secondary sources.

Our findings provide support for stakeholder marketing creating a strong relationship to organizational outcomes. There exists a positive relationship between stakeholder responsiveness and firm performance through customer satisfaction, innovation, and reputation.

Our definition implies that stakeholder responsiveness is acting in the best interests of the stakeholder as a responsible business. This study shows that stakeholder marketing may not always represent socially responsible marketing. Further research could explore how and why firms may not respond ethically and responsibly to stakeholders.

We further the discussion whether stakeholder marketing equates to sustainability. Marketers can build on expertise of managing customer relationship and generating customer value to develop a stakeholder marketing approach that addresses the economic, social, and environmental concerns of multiple stakeholders.

We further the discussion whether stakeholder marketing equates to sustainability. Marketers can build on expertise of managing customer relationship and generating customer value to develop a stakeholder marketing approach that addresses the economic, social, and environmental concerns of multiple stakeholders.

The environment in which public administrators are working is increasingly becoming one that is based on network relationships and expectations for active collaboration. Within this evolving environment the value preferences of administrators are subject to challenge and possible change. This article offers an approach to understand the dynamics of value preferences of public administrators through the lenses of stakeholder theory and bureaucratic responsiveness. A set of propositions are offered for future empirical study and to begin a discussion on the relationship between responsiveness, value creation, and the ultimate achievement of successful collaboration

Crises precipitate strong fiscal responses by government – sometimes toward austerity, other times toward renewed social spending. This variation in approaches to crisis handling has the potential to highlight factors that drive public opinion toward government interventions that may be quite different from those in non-crisis times. This study aims to discuss the aforementioned issues.

This article brings together theories of government policymaking in crises, policy responsiveness and economic voting to assess how personal financial (egocentric) concerns and/or national financial (sociotropic) concerns may influence opinions toward government handling of direct financial supports in a crisis and, more generally, opinions toward social policy interventions. The authors assess this dynamic in the Canadian context using original national survey data collected in the initial stage of the pandemic-based crisis in June and July of 2020 (N = 1290).

The authors find strong evidence in support of sociotropic concerns shaping government approval and support for greater social policy interventions, but limited evidence to support egocentric concerns, suggesting that social policy attitudes may be more insulated from personal factors than anticipated.

The authors’ findings suggest that crises may prompt enhanced support for interventionist social policy measures that may lack broad-based support in non-crisis times.

The authors’ findings speak to the ongoing discussion around the possibility for crises to function as policy windows for enhanced social spending and for entrenching targeted financial supports for vulnerable individuals.

This study aims to achieve a better understanding of communication quality and how it can be measured in the municipal context. A previously developed instrument for measuring communication in municipalities is tested and evaluated.

The instrument draws on the balanced scorecard of Kaplan and Norton and quality control procedures as utilised by the European Foundation of Quality Measurement (EFQM). For municipalities, communication quality can be defined as the degree to which communication contributes towards the effectiveness of municipal policy and how it strengthens the relationship between citizens and municipal organisations. Three communication functions are given, and for each function seven quality criteria, for example responsiveness, are defined. The latter serve as an umbrella for several indicators that are assessed on a Likert scale. The results for four municipalities in The Netherlands are presented and compared, and the instrument is evaluated.

The corporate communication scores were relatively high, while the policy communication scores were low. Of the quality criteria, accessibility and publicity scored high and responsiveness low. The instrument has mainly been developed on the basis of auditor and self‐assessment, as municipalities have, as yet, few facts and figures with which to support the assessment. The measurement instrument needs to be integrated in the organisation's planning cycle, as reflection on the results can help in implementing improvements in quality. The measurement process stimulates dialogue on communication quality and the priorities to be set for communication policy.

The study is based on four cases. The instrument needs to be tested across a range of governmental‐level organisations.

Municipalities can use this instrument to improve the added value of communication.

A detailed description of the results of applying an instrument, such as this, developed for assessing communication quality, has not until now been published.

The purpose of this paper is to compare the specific institutional arrangements for realizing democratically accountable policing in England & Wales and the Netherlands. It assesses each accountability system against a set of “democratic criteria” and considers the implications for democratic policing of the current reform trajectories in both jurisdictions.

The paper adopts a cross‐national approach exploring the relationship between policing and democratic institutions by comparing the democratic credentials of the police governance systems in England & Wales and the Netherlands.

Current reforms to the police governance system in England & Wales aim to increase local elected influence over policing. By contrast, the Dutch system deliberately limits the degree of local electoral control over policing. The paper argues that there is a range of elements to democratic policing, and that “democratic accountability” should not be conflated with control of policing by elected bodies. Whilst the trajectories of reform in England & Wales and the Netherlands are going in opposite directions, each raises a number of “democratic” concerns.

The research is limited to only two developed European parliamentary democracies in the European Union. Further comparative research on democratic policing is required to expand the analysis to a wider variety of democratic contexts.

To date, there has been little attention paid by policy makers or by academics to the form and nature of police governance in continental European countries. By drawing comparisons between England & Wales and the Netherlands, the paper aims to provide a democratic assessment of the two police accountability systems (and their current reform trajectories) and discuss some broad policy implications for police governance in each jurisdiction.

Comparative analysis of police accountability in both England and Wales and the Netherlands provides potential for policy learning in each jurisdiction. The analysis suggests that both systems, in different ways, are currently at risk of over‐emphasizing particular democratic criteria (such as electoral participation, or delivery of service) to the exclusion of others (such as concerns with equitable and fair policing and the protection of minority rights).

Research regarding the quality of e-tailers’ service during product returns is sparse and the little that has been performed treats returns as recovery from failure. However, that view is outdated. E-tailers' product return practices have substantially evolved and customers' return behavior has considerably increased, in turn, influencing expectations of customers. Thus, a need arises to revise the understanding of how customers evaluate the quality of e-tailers' service during product returns. This study conceptualizes customer-perceived e-return service quality, identifies e-return's current dimensions, and offers directions for measurement.

This study is conducted in two stages. The first stage follows an abductive approach, with a continuous back-and-forth movement between existing theory and two qualitative data sets to identify the dimensions of e-return service quality. Scale development process is started in the second stage to offer directions for measurement based on the empirically grounded dimensions.

The conceptualization of e-return service quality identifies six dimensions: (1) owning of responsibility, (2) return convenience, (3) return remedies, (4) service team support, (5) site's return friendliness, and (6) returns diligence. The factor analysis supports the six-factor solution that can be employed for developing a valid scale in future.

The study suggests that e-tailers who are looking to differentiate themselves through superior e-return service quality should focus on customizing their service through excellent performance on these dimensions.

The paper updates and refines the understanding of service quality in the context of product returns service provided by e-tailers and thus offers a novel contribution.

This chapter outlines the enormity of the task of achieving universal primary education in Africa with over 40 million children currently out of school in sub-Saharan Africa. Several questions are addressed with reference to global trends and using World Bank and national enrollment data. For example: Why does Africa seem unable to secure “education for all” for school-age children? Is it simply the relative poverty levels of African countries, or are there grounds for thinking that other factors might be at work? And, what challenges do these countries face in the wake of the HIV/AIDS pandemic? This chapter also notes that some countries are at higher risk of not achieving universal primary completion and gender equality by 2015. What must politicians and policy-makers do to reverse these trends? As observed by Blair's Commission for Africa, the challenges are immense and if Africa continues on its current path then the Millennium Development Goals (MDGs) for halving poverty, universal primary education and the elimination of avoidable infant deaths in sub-Saharan Africa will not be delivered in 2015 but instead between 100 and 150 years late. The challenge is to find short- and long- term policies and solutions to address this global policy.

For more than a quarter of a century there has been substantial emigration from the smaller island states of the Pacific to metropolitan fringe states, mainly the USA, New Zealand and Australia. Migration reduced unemployment in island states and remittances have contributed to raised living standards. This paper provides a better understanding of the implications of remittances for economic and social development in the Pacific region. It discusses alternative explanations of remittances, estimates of the size of remittance flows, the impact of remittances on the home country, and policies that influence the flow of remittances. Much of the empirical work in this paper is based on Tonga and Samoa, although the findings apply more generally to other Pacific island nations.

What role do people's attitudes toward social policies play for the politics of welfare state reform? This chapter contributes to a growing scholarship on policy responsiveness in welfare state research with a longitudinal comparative case study of the Bismarckian welfare states of France and Germany. Quantitative analyses of changes in mean attitudes as well as polarization and inequalities of attitudes based on the 1996, 2006, and 2016 waves of the International Social Survey Program (ISSP) Role of Government module are triangulated with a thick description of social policy changes. While recommodifying and defamilializing reforms in Germany transformed the welfare state fundamentally, there was more continuity in the French welfare state, in spite of a stronger focus on labor market activation policies. The quantitative results suggest that lower attitudinal stability toward the welfare state in Germany and lower polarization evoked a higher willingness for reform than in France, where more polarized attitudes and overall marginal changes in attitudes gave French governments less maneuverability in adopting reforms. In both countries, I find no evidence for an upper-class bias in policy responsiveness. In sum, my research supports the claim that change in public opinion toward the welfare state and diverging attitudes within societies play a role for the timing and direction of reforms.