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Responsiveness refers to the ability of public administration and private firms to be accountable toward stakeholders about their ability to achieve their interests and expectations. The concept of responsiveness is strictly connected with the concept of responsibility; this last referred to the motivations that lead an organization to use resources in the interest of the resources’ owners.
Since the 1980s of the last century, the reform movements in the public sector emphasized the importance to overcome the mere compliance to formalized processes and procedures toward a more citizens’ need- and expectation-centered approach.
Also in the private sector, the debate about social responsibility starting in the 1960s of the last century has resulted in the belief that responsiveness is not limited to the communication activities by companies,...
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