Administration and Management in Criminal Justice A Service Quality Approach 2nd Edition Allen Test Bank

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