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How does ambiguous signaling, miscommunication and hierarchy in regulatory dialogue hinder voluntary regulatory cooperation

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Abstract: This case study investigates the interaction between inspectors and regulated party representatives during the regulatory dialogue. We study how health care inspectors seek the voluntary cooperation of heads within health care providers to change organizational management practices. We identify ambiguity as a central feature of regulatory dialogue. We observed some differences because the hierarchical behavior of inspectors was inconsistent with the horizontal relationship they pursued and the relationship style expected by internal supervisors. Analyzing these differences from the perspective of relationship types and related relationship signals helps to explain and prevent suboptimal communication and the reduced acceptance of regulated parties to regulatory requirements.

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