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Web Content Management Systems in Higher Education.
As the World Wide Web has matured, so have people’s expectations of their Web experiences; for campus Web managers, the challenge is to meet these expectations in a largely decentralized environment and with a limited budget. Expand
Restoring consumer confidence in financial services
Purpose – The purpose of this paper is to seek to explore the role of brand advertising in restoring trust in the sector. Consumer confidence in financial services has been bruised and battered overExpand
The Ombud and Own-Initiative Investigation Powers
This chapter argues that the ombud should be granted own-initiative powers of investigation. The case for this is four-fold: prevalence and successful experiences internationally; evidence inExpand
Right first time: the role of ombudsmen in influencing administrative decision-making
  • C. Gill
  • Political Science
  • 1 June 2011
Administrative justice policy has shifted from a traditional concern with redress mechanisms towards a concern with administrative decision-making (decisions of an administrative nature taken byExpand
Consumer vulnerability and complaint handling: Challenges, opportunities and dispute system design
Effectively designed complaint handling systems play a key role in enabling vulnerable consumers to complain and obtain redress. This article examines current research into consumer vulnerability,Expand
The Social and Local Dimensions of Governance of Energy Poverty: Adaptive Responses to State Remoteness
Energy poverty is a huge social problem. Academic and policy deliberations about energy poverty focus repeatedly on the same issues: the lack of a shared definition, who is responsible for theExpand
A dispute system design perspective on the future of European consumer dispute resolution
This chapter explores the concept of dispute system design in the context of consumer dispute resolution (CDR). While there is a growing literature on dispute system design (DSD) in North America,Expand
Validity Evidence for the Continued Professional Certification Assessment: Professional Practice Analysis of the National Board of Certification and Recertification for Nurse Anesthetists
Background This article describes the process and results of the 2019 professional practice analysis conducted by the National Board of Certification and Recertification for Nurse AnesthetistsExpand
Dysfunctional accountability in complaint systems: The effects of complaints on public service employees
This article examines the effect that being complained about has on public service employees. The volume of complaints about public bodies is significant: an estimated 543,000 complaints a year areExpand
Confusion, gaps, and overlaps: A consumer perspective on alternative dispute resolution between consumers and businesses
This report is about the help available to consumers who have experienced a problem with a business that they have been unable to resolve on their own. Some of these problems end up in the smallExpand