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In the second edition of this text, the central theme is the role of the state in resolving grievances in areas where the state has a direct interest. Recent changes in this area include the promotion of individualism and consumerism. This has been accompanied by an emphasis upon managerial and executive efficiency and an increased awareness on the part of individuals for expectations and feedback. These points are addressed in detail. Also considered are the ""Citizens' Charter"" and other government initiatives.