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Administration and Management in Criminal Justice: A Service Quality Approach

Administration and Management in Criminal Justice: A Service Quality Approach

by Jennifer M. Allen
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  • Product Details

    ISBN-13: 2901412950816
    Publisher: Ed Map Inc (for SAGE Publications)
    Publication date: 12/08/2009
    Edition description: NE
    Pages: 529
    Product dimensions: 6.00(w) x 1.25(h) x 9.00(d)

    About the Author

    Jennifer M. Allen is a full-time professor at Nova Southeastern University in the School of Criminal Justice. She has worked with juveniles in detention, on probation, and with those victimized by abuse and neglect. Dr. Allen has served on advisory boards for Big Brother/Big Sister mentoring programs, Rainbow Children’s Home, domestic violence/sexual assault programs, and teen courts. Dr. Allen has published in the areas of restorative justice, juvenile delinquency and justice, youth programming, police crime, and police administration and ethics. She is also the co-author of Criminal Justice Administration: A Service Quality Approach and Juvenile Justice: A Guide to Theory, Policy, and Practice.

    Rajeev Sawhney is a professor at Western Illinois University (WIU) in the Department of Management and Marketing. He holds a master’s in economics, an MBA, and a doctorate in operations and supply chain management. Since 1999, Dr. Sawhney has been teaching at WIU in the areas of service operations management, quality management, strategic management, and supply chain management. During this period, he has been inducted multiple times into Who’s Who in the World, Who’s Who Among America’s Teachers, Who’s Who in Science and Engineering, and Who’s Who in Higher Business Education. His research has appeared in top-tier journals, such as the Journal of Operations Management, International Journal of Production, Distribution and Logistics Management, and IEEE. He has also collaborated with Dr. Michiel R. Leenders in designing the Business Condition Index for the Purchasing Managers Association of Canada, which is now published monthly by leading Canadian newspapers. He has partnered with the governments of the U.S., Canada, and Mexico on NAFTA projects targeted at examining the global supply chains within the context of sustainability and environmental greening. Dr. Sawhney serves as a consultant/researcher to Fortune 500 companies and nonprofit organizations. During this tenure, he has traveled extensively within and outside the U.S. to Mexico, Canada, Asia, and Europe, to conduct workshops. Before moving to academics, Dr. Sawhney was a director with the Industry Ministry in India.

    Table of Contents

    Preface xiii

    Acknowledgments xvii

    Chapter 1 Defining Management and Organization 1

    Learning Objectives 1

    Defining Management 2

    Identifying an Organization 3

    Leadership 12

    For-Profit and Nonprofit Organizations 14

    What Are Criminal Justice Organizations? 17

    Chapter Summary 22

    Chapter Review Questions 23

    Case Study 23

    Internet Resources 25

    References and Suggested Readings 25

    Chapter 2 Open Versus Closed Systems 27

    Learning Objectives 27

    Closed-System Models: The Classical Perspective 28

    Open-System Models: The Humanistic Perspective 47

    Changing Face of the Criminal Justice System-Need for a Learning Organization 56

    Chapter Summary 63

    Chapter Review Questions 64

    Case Study 65

    Internet Resources 67

    References and Suggested Readings 67

    Chapter 3 Service Quality Approach 69

    Learning Objectives 69

    The Role of Services in an Economy 71

    Definition of Service 71

    Characteristics of Services 73

    Customer Involvement in the Criminal Justice System 81

    Defining Service Quality 92

    Measuring Service Quality 94

    Scope of Service Quality in the Criminal Justice System 96

    Chapter Summary 99

    Chapter Review Questions 100

    Case Study 100

    Internet Resources 101

    References and Suggested Readings 101

    Chapter 4 Environmental Influences 103

    Learning Objectives 103

    Funding in Criminal Justice 105

    Technology in Criminal Justice 110

    Cultural and Demographic Issues 112

    Legal Pressures 116

    Unions 122

    Politics 124

    Chapter Summary 126

    Chapter Review Questions 127

    Case Study 128

    Internet Resources 129

    References and Suggested Readings 129

    Chapter 5 Conflict, Power, and Ethical Issues 131

    Learning Objectives131

    Organizational Conflict 132

    Power 140

    Ethical Decision Making 150

    Chapter Summary 159

    Chapter Review Questions 161

    Case Study 161

    Internet Resources 163

    References and Suggested Readings 163

    Chapter 6 Motivation 165

    Learning Objectives 165

    Content/Needs Theories 166

    Process Theories 177

    Motivation and Performance 182

    Workplace Design to Promote Motivation 184

    Chapter Summary 196

    Chapter Review Questions 197

    Case Study 197

    Internet Resources 198

    References and Suggested Readings 199

    Chapter 7 Leadership 203

    Learning Objectives 203

    Leadership Versus Management 204

    Contingency Theories of Leadership (Situational Leadership Models) 208

    Transactional Leadership Theory 214

    New Wave of Change Leadership Theories 215

    Styles of Leadership 222

    Leadership as a Skill 226

    Leadership and the Criminal Justice System 233

    Chapter Summary 236

    Chapter Review Questions 237

    Case Study 238

    Internet Resources 240

    References and Suggested Readings 240

    Chapter 8 Communication 243

    Learning Objectives 243

    Definition 250

    Organizational Needs Fulfilled by Communication 251

    Interpersonal Communication 255

    Communication Channels 256

    Organizational Communication 258

    Chapter Summary 274

    Chapter Review Questions 275

    Case Study 276

    Internet Resources 277

    References and Suggested Readings 277

    Chapter 9 Police Administration 279

    Learning Objectives 279

    Brief History of Policing 280

    Private Policing 283

    Federal Policing 286

    Police Functions 296

    Organization and Structure of Police Departments 298

    Community Policing: The Opportunity to Provide Quality Services 307

    Chapter Summary 310

    Chapter Review Questions 312

    Case Study 312

    Internet Resources 313

    References and Suggested Readings 313

    Chapter 10 Courts 317

    Learning Objectives 317

    The Court System 318

    Federal Court Organization 319

    Federal Court Design 320

    Theories of Judicial Decision Making 321

    State Court Organization 323

    Specialty Courts 323

    Juvenile Courts 329

    State Court Management 335

    Chapter Summary 347

    Chapter Review Questions 348

    Case Study 349

    Internet Resources 350

    References and Suggested Readings 350

    Chapter 11 Probation and Parole 355

    Learning Objectives 355

    Probation 356

    Parole 361

    Probation and Parole Officers 371

    The Structure of Probation and Parole 374

    Issues Confronting Probation and Parole 374

    Adaptations Made in Probation and Parole to Meet Client and Community Needs 378

    Chapter Summary 386

    Chapter Review Questions 387

    Case Study 387

    Internet Resources 390

    References and Suggested Readings 390

    Chapter 12 Prisons, Jails, and Detention Centers 393

    Learning Objectives 393

    A Brief History of Prisons in the United States 394

    Incarceration Rates 395

    Correctional Facilities at the State Level 396

    Correctional Facilities at the Federal Level 398

    Private Prisons 406

    Centralization Versus Decentralization in Prisons 408

    Organizational Structure of Prisons 409

    Correctional Facilities at the Local Level: Jails 411

    Jail Design 412

    Organizational Structure of Jails 413

    Issues Confronting Correctional Centers 414

    Chapter Summary 419

    Chapter Review Questions 420

    Case Study 420

    Internet Resources 422

    References and Suggested Readings 422

    Chapter 13 Security Management 427

    Learning Objectives 427

    Development of Private Security 428

    Issues and Growth of Private Security 430

    Crime Trends and Security 430

    The Aftermath of September 11, 2001 434

    Management Approaches 439

    Contract Versus Proprietary Services 440

    Private Security and Public Law Enforcement 445

    Chapter Summary 447

    Chapter Review Questions 448

    Case Study 449

    Internet Resources 451

    References and Suggested Readings 451

    Chapter 14 Measuring Organizational Effectiveness and Service Quality 453

    Learning Objectives 453

    Application of Customer Orientation Theory to Enhance Service Quality 454

    Understanding the Dual Role of Criminal Justice Services 456

    Using QFD: Incorporating the Voice of the Customer in Improving Service Quality 459

    Designing Customer-Oriented Criminal Justice Services 470

    Tools to Build Quality in the Criminal Justice Service Delivery Process 476

    Chapter Summary 480

    Chapter Review Questions 481

    Case Study 482

    Internet Resources 483

    References and Suggested Readings 483

    Appendix: Constructing QFD for Law Enforcement Services in Happymore 485

    Index 493

    About the Authors 529

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