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NCJRS Abstract

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NCJ Number: 147923 Find in a Library
Title: SERVICE BREAKDOWN AND SERVICE RECOVERY
Journal: Police Journal  Volume:67  Issue:1  Dated:(January-March 1994)  Pages:26-38
Author(s): T P Burgess
Date Published: 1994
Page Count: 13
Type: Survey
Format: Article
Language: English
Country: United Kingdom
Annotation: Maintenance of the public's goodwill is a principle function of the police role in society; this requires recovery from breakdowns in service.
Abstract: This article places recovery in the context of the quality of service initiatives currently taking place within the British police service. The Service Quality Model described here suggests that is there is a gap between the expectation of service quality and the quality actually perceived by a client, then the gap is a function of four other gaps. These can be described as gaps between consumer expectations and management perception, between management perception and service quality specification, between service quality specifications and service delivery, and between service delivery and external communications. A fifth gap occurs between expected service and the perceived service. Determinants of service quality may include reliability, responsiveness, competence, access, courtesy, and credibility. Breakdowns may occur in any of these components of police service delivery: mechanical, human, scheduling, capacity, political, or weather. 9 notes
Main Term(s): Foreign police
Index Term(s): Foreign police/community relations; Great Britain/United Kingdom; Leadership; Police management
To cite this abstract, use the following link:
http://www.ncjrs.gov/App/publications/abstract.aspx?ID=147923

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