Aims to provide a clear rationale as to why customer responsiveness is an essential aspect of an organizational system, focusing specifically on higher education (HE) institutions. Introduces and discusses material from the political contingency and competitive positioning schools of thought....

As demand mounts for a review of the UK’s privatized utilities regulatory system, focuses on an increasing public phenomenon ‐ that of conflict between regulators and regulatees. Identifies the factors contributing to the difficulties which the regulators face in carrying out their roles....