A Service Quality Approach
E-Book, Englisch, 536 Seiten, EPUB
ISBN: 978-1-5063-6156-7
Verlag: SAGE Publications
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
—Emmanuel Amadi, Mississippi Valley State University
Rethink management in criminal justice.
Administration and Management in Criminal Justice: A Service Quality Approach, Third Edition emphasizes the proactive techniques for administration professionals by using a service quality lens to address administration and management concepts in all areas of the criminal justice system. Authors Jennifer M. Allen and Rajeev Sawhney encourage readers to consider the importance of providing high-quality and effective criminal justice services. Readers will develop skills for responding to their customers—other criminal justice professionals, offenders, victims, and the community—and learn how to respond to changing environmental factors. Readers will also learn to critique their own views of what constitutes management in this service sector, all with the goal of improving the effectiveness of the criminal justice system.
New to the Third Edition:
Examinations of current concerns and management trends in criminal justice agencies make readers aware of the types of issues they may face, such as workplace bullying, formal and informal leadership, inmate-staff relationships, fatal police shootings, and more.
Increased discussions of a variety of important topics spark classroom debate around areas such as homeland security–era policing, procedural justice, key court personnel, and private security changes.
Expanded coverage of technology in criminal justice helps readers see how technology such as cybercrime, electronic monitoring and other uses of technology in probation and parole, body-worn cameras, and police drones have had an impact on the discipline.
Updated Career Highlight boxes demonstrate the latest data for each career presented.
More than half the book has been updated with new case studies to offer readers current examples of theory being put into practice.
Nine new In the News articles include topics such as
Recent terrorist attacks
Police shootings
Funding for criminal justice agencies
New technology, such as police drones and the use of GPS monitoring devices on sex offenders
Cybercrime, cyberattacks, and identity theft
Updated references, statistics, and data present readers with the latest trends in criminal justice.
Autoren/Hrsg.
Weitere Infos & Material
Preface
Acknowledgments
Chapter 1: Defining Management and Organization
Defining Management
Identifying an Organization
Leadership
For-Profit and Nonprofit Organizations
What Are Criminal Justice Organizations?
Chapter 2: Open Versus Closed Systems
Closed-System Models: The Classical Perspective
Open-System Models: The Humanistic Perspective
Changing Face of the Criminal Justice System— Need for a Learning Organization
Chapter 3: Service Quality Approach
The Role of Services in an Economy
Definition of Service
Characteristics of Services
Customer Involvement in the Criminal Justice System
Defining Service Quality
Measuring Service Quality
Scope of Service Quality in the Criminal Justice System
Chapter 4: Environmental Influences
Funding in Criminal Justice
Technology in Criminal Justice
Cultural and Demographic Issues
Legal Pressures
Unions
Politics
Chapter 5: Conflict, Power, and Ethical Issues
Organizational Conflict
Power
Ethical Decision Making
Chapter 6: Motivation
Content/Needs Theories
Process Theories
Motivation and Performance
Workplace Design to Promote Motivation
Chapter 7: Leadership
Leadership Versus Management
Contingency Theories of Leadership (Situational Leadership Models)
Transactional Leadership Theory
New Wave of Change Leadership Theories
Styles of Leadership
Leadership as a Skill
Leadership and the Criminal Justice System
Chapter 8: Communication
Definition
Organizational Needs Fulfilled by Communication
Interpersonal Communication
Communication Channels
Organizational Communication
Chapter 9: Police Administration
Brief History of Policing
Private Policing
Policing Agencies
Police Functions
Organization and Structure of Police Departments
Community Policing: The Opportunity to Provide Quality Services
Chapter 10: Courts
The Court System
Court Personnel
Federal Court Organization
Federal Court Design
Theories of Judicial Decision Making
State Court Organization
Specialty Courts
Juvenile Courts
Goals of the Juvenile Court
State Court Management
Chapter 11: Probation and Parole
Probation
Parole
Probation and Parole Officers
The Structure of Probation and Parole
Issues Confronting Probation and Parole
Adaptations Made in Probation and Parole to Meet Client and Community Needs
Chapter 12: Prisons, Jails, and Detention Centers
A Brief History of Prisons in the United States
Incarceration Rates
Correctional Facilities at the Federal Level
Correctional Facilities at the State Level
Private Prisons
Centralization Versus Decentralization in Prisons and Prison Systems
Organizational Structure of Prisons
Correctional Facilities at the Local Level: Jails
Jail Design
Organizational Structure of Jails
Issues Confronting Correctional Centers
Chapter 13: Private Security Management
Development of Private Security
Issues and Growth of Private Security
Crime Trends and Security
The Aftermath of September 11, 2001
Management Approaches
Contract Versus Proprietary Services
Differences in Private Security and Public Law Enforcement
Chapter 14: Measuring Organizational Effectiveness and Service Quality
Application of Customer Orientation Theory to Enhance Service Quality
Understanding the Dual Role of Criminal Justice Services
Using QFD: Incorporating the Voice of the Customer in Improving Service Quality
Designing Customer-Oriented Criminal Justice Services
Tools to Build Quality in the Criminal Justice Service Delivery Process
Appendix
Index
About the Authors
