Client focus in regulatory agencies: Oxymoron or opportunity?

摘要: Abstract ‘Client focus’ seems like a counter-intuitive notion for regulatory agencies, whose job is to compel people comply with government requirements. Yet it becoming the catchphrase many authorities. This article puts forward an argument, based on social exchange and theory, that client-focused approach not only compatible role, but also actually facilitates it. It recognizes most people's propensity function of factors other than fear punishment, such as their intrinsic or normative motivations ability do what required. assists in delineation understanding proportion regulatees who opportunistically avoid obligations. The advances broader model between regulators regulatees.