293
Views
3
CrossRef citations to date
0
Altmetric
Articles

Perceptions of service provided by South African police service community service centres

, &
Pages 1259-1276 | Received 18 Aug 2018, Accepted 09 Jul 2019, Published online: 25 Jul 2019

References

  • Armstrong, G., & Kotler, P. (2014). Marketing: An introduction (12th ed.). Upper Saddle River: Pearson.
  • Baker, D., & Hyde, M. (2011). Police have customers too. Police Practice and Research, 12(2), 148–162.
  • Bebko, C. P. (2000). Service intangibility and its impact on customer expectations of service quality. Journal of Service Marketing, 14(1), 9–26.
  • Berg, J. (2013). Civilian oversight of police in South Africa: From the ICD to the IPID. Police Practice and Research, 14(2), 144–154.
  • Brinkerhoff, D. W., Wetterberg, A., & Wibbels, E. (2018). Distance, services, and citizen perceptions of the state in rural Africa. Governance, 31(1), 103–124.
  • Bruhn, M., & Georgi, D. (2006). Services marketing: Managing the service value chain. London: Pearson Education.
  • Carmen, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66, 33–55.
  • Cooper-Knock, S.-J. (2016). Behind closed gates: Everyday policing in Durban, South Africa. Africa, 86(1), 98–121.
  • Cravens, D. W., & Piercy, N. F. (2009). Strategic marketing (9th ed.). Boston: McGraw-Hill Irwin.
  • Crime and Misconduct Commission - Queensland. (2011, August). Public perceptions of the queensland police service: Findings from the 2010 public attitudes survey. Retrieved from Public Perceptions Series website http://www.ccc.qld.gov.au/research-and-publications/browse-by-type/public-perceptions-series
  • Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55–68.
  • Department of Public Service and Administration. (2016). DPSA service delivery charter 2016/17. Retrieved from website http://www.dpsa.gov.za/documents/Approved%20Service%20Delivery%20Charter%202016-2017.pdf
  • Diamantopoulos, A., & Schlegelmilch, B. B. (1997). Taking the fear out of data analysis. London: The Dryden Press.
  • Donnelly, M., Kerr, N. J., Rimmer, R., & Shiu, E. M. (2006). Assessing the quality of police services using SERVQUAL. Policing: an International Journal of Police Strategies & Management, 9(1), 92–105.
  • Freemantle, D. (2003). Incredible customer service. Johannesburg: Macmillan.
  • Gerson, R. F. (2000). Beyond customer service. Chicago: Crisp Publication.
  • Geva, R., & Shem-Tov, O. (2002). Setting up community policing centers: Participatory action research in decentralized policing services. Police Practice & Research, 3(3), 189–200.
  • Gill, C., Weisburd, D., Telep, C. W., Vitter, Z., & Bennett, T. (2014). Community-oriented policing to reduce crime, disorder and fear and increase satisfaction and legitimacy among citizens: A systematic review. Journal of Experimental Criminology, 10(4), 399–428.
  • Hair, J. E., Bush, R. P., & Ortinau, D. J. (2000). Marketing research: Practical approach for new millennium. Singapore: McGraw-Hill.
  • Hooper, D., Coughlan, J., & Mullen, M. R. (2013). Servicescape as antecedent to service quality and behavioral intentions. Journal of Services Marketing, 27(4), 271–280.
  • Janstrup, K., Kaplan, S., Barfod, M. B., & Prato, C. G. (2017). Evaluating the police service quality for handling traffic crash reporting: A combined MCDA and LCA approach. Policing: an International Journal of Police Strategies & Management, 40(2), 410–425.
  • Kasper, H., Van Helsdingen, P., & Gabbott, M. (2006). Services marketing management: A strategic perspective (2nd ed.). Hoboken, NJ: Wiley.
  • Kent, R. (2007). Marketing research: Approach methods and application in Europe. London: Jennifer Peg.
  • Kim, H., & Choi, B. (2013). The influence of customer experience quality on customers’ behavioral intentions. Services Marketing Quarterly, 34(4), 322–338.
  • Kurtz, D. L., & Clow, K. E. (1998). Service marketing. New York: Wiley.
  • Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Service Marketing, 14(2), 217–231.
  • Lovelock, C., & Wright, L. (2002). Principles of service marketing and management (2nd ed.). Engelwood Cliffs, NJ: Prentice Hall.
  • Ma, Q., Pearson, J. M., & Tadisina, S. (2005). An exploratory study into factors of service quality for application of service providers. Information Management, 33(2), 107–116.
  • Marks, M., Shearing, C., & Wood, J. (2009). Who should the police be? Finding a new narrative for community policing in South Africa. Police Practice and Research, 10(2), 145–155.
  • Mbuba, J. M. (2010). Attitudes toward the police: The significance of race and other factors among college students. Journal of Ethnicity in Criminal Justice, 8(3), 201–215.
  • Metters, R., Metters, K., Pullman, M., & Walton, S. (2006). Successful service operation management (2nd ed.). Singapore: South Western.
  • Mofomme, L., & Barnes, N. (2004). An investigation into the quality of service delivered by the South African police service in the North Rand, Gauteng. SA Journal of Human Resource Management, 2(2), 11–16.
  • Murphy, K., & Barkworth, J. (2014). Victim willingness to report crime to police: Does procedural justice or outcome matter most? Victims & Offenders, 9(2), 178–204.
  • Ngobese, N., Mason, R., & Maharaj, M. (2017). The effect of service delivery in public ‘community service centres’: a case of an emerging economy. Risk Governance & Control: Financial Markets & Institutions, 7(3), 44–54.
  • Pallant, J. (2007). SPSS survival manual (3rd ed.). Maidenhead: Open University Press.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1993). The nature and determinants of customer expectations of service. Journal of Academy of Marketing Science, 21(1), 1–12.
  • Perreault, W. D., Cannon, J. P., & McCarthy, E. J. (2013). Basic marketing: A marketing strategy planning approach (19th ed.). New York: McGraw-Hill.
  • Perry, S., & Jonathan-Zamir, T. (2014). Lessons from empirical research on policing in Israel: Policing terrorism and police–Community relationships. Police Practice and Research, 15(2), 173–187.
  • Quintana, J. (2006). The greatest blind spot: Customer perception. Retrieved from website http://www.mycustomer.com
  • Reinecke, A. J., & Fourie, F. (2001). Creating a culture of entrepreneurship in the South African Police Service. Servamus, 13(13), 11–16.
  • Sarrico, C. S., Miguel, L., Ferreira, D. F., & Silva, L. F. C. (2013). POLQUAL - measuring service quality in police traffic services. International Journal of Quality and Service Sciences, 5(3), 275–289.
  • Sekaran, U., & Bougie, R. (2013). Research methods for business: A skill-building approach (6th ed.). Chichester: Wiley.
  • Shah, A., & Regassa, H. (2010). Return on quality - quality’s impact on customer satisfaction, revenue growth, profitability and cost efficiency - a cross national comparative analysis of Japanese and American manufacturers in the auto industry. The Marketing Management Journal, 20(2), 163–179.
  • Shareef, M., Dwivedi, Y. K., Kumar, V., & Kumar, U. (2016). Reformation of public service to meet citizens’ needs as customers: Evaluating SMS as an alternative service delivery channel. Computers in Human Behavior, 61, 255–270.
  • Silvestro, R. (2005). Applying gap analysis in the health service to inform the service improvement agenda. International Journal of Quality and Reliability Management, 22(3), 215–233.
  • South African Police Service. (2014a). Code of ethics. Retrieved from website https://www.saps.gov.za/about/ethics.php
  • South African Police Service. (2014b). Services. Retrieved from website https://www.saps.gov.za/services/services.php
  • Trochim, W. M. K. (2001). The research knowledge methods base. Cincinnati: Atomic Dog Publishing.
  • Vinod Kumar, T. K. (2017). Satisfaction with police services among victims of physical assault in India: Impact of quality of procedure and outcome of process. International Journal of Police Science & Management, 19(4), 273–284.
  • Webb, D. (2006). Segmenting police ‘customers’ on the basis of their service quality expectations. The Service Industries Journal, 18(1), 72–100.
  • Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2008). Service marketing: Integrating customer focus across the firm. Maidenhead: McGraw-Hill.
  • Wirtz, J., & Lovelock, C. (2016). Service marketing: people, technology, strategy (8th ed.). Hackensack, NJ: World Scientific Publishing.
  • Wu, Y. (2014). Race/ethnicity and perceptions of the police: A comparison of white, black, Asian and hispanic Americans. Policing and Society, 24(2), 135–157.
  • Yoshida, M., & James, J. D. (2010). Customer satisfaction with game and service experiences: Antecedents and consequences. Journal of Sport Management, 24, 338–361.
  • Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013). Service marketing: Integrating customer focus across the firm (6th ed.). New York: McGraw-Hill.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.