Citizen Satisfaction with Police Encounters

Deservingness and perceptions of procedural justice in citizen encounters with the police

Procedural justice during police-citizen encounters: The effects of process-based policing on citizen compliance and demeanor

Available online 21 February 2011 Purpose: Theories of procedural justice have facilitated the development of a process-based approach to policing which emphasizes the fairness of the manner in which the police exercise their discretion. The study examines whether procedurally fair behavior by the police affects two types of citizen behavior during encounters: citizen disrespect toward the poli...

Police-citizen encounters and field citations Do encounter characteristics influence ticketing?

Purpose – To provide an empirical analysis of what influences police use of field citations (tickets) against citizens in nontraffic and traffic encounters. Design/methodology/approach – The research was conducted using systematic social observations of police-citizen encounters in Cincinnati, Ohio, from April 1997 to 1998. Multiple logistic regression models were used to examine the effects of...

Customer Satisfaction with Technology Mediated Service Encounters

With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. [43] and the factors proposed by Jarvenpaa and...

Customer Satisfaction with Electronic Service Encounters

Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported beha...