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Client focus in regulatory agencies

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  • John Alford
  • Richard Speed

Abstract

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

Suggested Citation

  • John Alford & Richard Speed, 2006. "Client focus in regulatory agencies," Public Management Review, Taylor & Francis Journals, vol. 8(2), pages 313-331, June.
    • Handle: RePEc:taf:pubmgr:v:8:y:2006:i:2:p:313-331
    DOI: 10.1080/14719030600587703
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    References listed on IDEAS

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    1. Baldwin, Robert & Cave, Martin & Lodge, Martin, 2011. "Understanding Regulation: Theory, Strategy, and Practice," OUP Catalogue, Oxford University Press, edition 2, number 9780199576098.
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    Cited by:

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    2. Sanne R. Van Duin & Henri C. Dekker & Jacco L. Wielhouwer & Juan P. Mendoza, 2018. "The Tone from Above: The Effect of Communicating a Supportive Regulatory Strategy on Reporting Quality," Journal of Accounting Research, Wiley Blackwell, vol. 56(2), pages 467-519, May.
    3. Anat Gofen, 2015. "Reconciling policy dissonance: patterns of governmental response to policy noncompliance," Policy Sciences, Springer;Society of Policy Sciences, vol. 48(1), pages 3-24, March.
    4. Wällstedt, Niklas, 2020. "Sources of dissension: The making and breaking of the individual in Swedish aged care," Accounting, Organizations and Society, Elsevier, vol. 80(C).
    5. Sven Modell & Fredrika Wiesel, 2008. "Marketization and Performance Measurement in Swedish Central Government: A Comparative Institutionalist Study," Abacus, Accounting Foundation, University of Sydney, vol. 44(3), pages 251-283, September.

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