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Titolo:
The effects of expectancy disconfirmation on outcome satisfaction in police-citizen encounters
Autore:
Reisig, MD; Chandek, MS;
Indirizzi:
Michigan State Univ, Sch Criminal Justice, E Lansing, MI 48824 USA Michigan State Univ E Lansing MI USA 48824 stice, E Lansing, MI 48824 USA
Titolo Testata:
POLICING-AN INTERNATIONAL JOURNAL OF POLICE STRATEGIES & MANAGEMENT
fascicolo: 1, volume: 24, anno: 2001,
pagine: 88 - 99
SICI:
1363-951X(2001)24:1<88:TEOEDO>2.0.ZU;2-4
Fonte:
ISI
Lingua:
ENG
Soggetto:
CONSUMER SATISFACTION; EXPECTATIONS; DETERMINANTS; PERCEPTIONS; SERVICE; QUALITY; MODELS; CITY;
Keywords:
police; satisfaction; expectancy theory;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
Citazioni:
30
Recensione:
Indirizzi per estratti:
Indirizzo: Reisig, MD Michigan State Univ, Sch Criminal Justice, E Lansing, MI 48824 USA Michigan State Univ E Lansing MI USA 48824 nsing, MI 48824 USA
Citazione:
M.D. Reisig e M.S. Chandek, "The effects of expectancy disconfirmation on outcome satisfaction in police-citizen encounters", POLICING, 24(1), 2001, pp. 88-99

Abstract

This study tests the expectancy disconfirmation model using survey data from citizens who recently had police encounters. We find support for the expectancy disconfirmation model's primary hypothesis that increased disparitybetween expectations of police performance and actual service inversely affects citizen satisfaction with the way the police handle encounters. This findings persists for both voluntary (e.g. breaking and entering victims) and involuntary (e.g. traffic citations) police encounters. Our results alsosuggest that the scope of the expectancy disconfirmation model is limited. For example, the disparity between expectations and actual service is not correlated with citizen satisfaction with the police in general. Overall, the results show that the expectancy disconfirmation model is useful in thatit provides conceptual guidance in an area of research that has been relatively void of theory, and can also help identify needed changes in police practices.

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Documento generato il 06/04/20 alle ore 08:05:45