Family and Community Perceptions of Quality in Juvenile Justice Programs

References

• Berman , E. 1996 . Implementing TQM in state welfare agencies . Administration in Social Work , 19 ( 1 ) : 55 – 72 .
   Web of Science ®Google Scholar
• Brannen , S. and Streeter , C. 1995 . “ Doing it with data: Total quality management and the evaluation of human services ” . In Total quality management in social services , Edited by: Gummer , B. and McCallion , P. New York : Professional Development Program of Rockefeller College .
   Google Scholar
• Carr , D. , Littman , I. and Condor , J. 1995 . Improvement driven government: Public service for the 21st century , Washington, D. C. : Coopers & Lybrand .
   Google Scholar
• Carman , J. M. 1990 . Consumer perceptions of service quality: An assessment of SERVQUAL dimensions . Journal of Retailing , 66 : 33 – 55 .
   Web of Science ®Google Scholar
• Cohn , A. 1994 . The future of juvenile justice administration: Evolution v. revolution . Juvenile and Family Court , : 51 – 63 .
   Google Scholar
• English , T. 1993 . TQM and all that jazz: Rejuvenating juvenile justice . Juvenile Justice , 1 ( 2 ) : 16 – 21 .
   Google Scholar
• Gummer , B. and McCallion , P. , eds. 1995 . Total quality management in social services , New York : Professional Development Program of Rockefeller College .
   Google Scholar
• Hammer , M. and Champy , J. 1993 . Reengineering the corporation , New York : Harper Business .
   Google Scholar
• Hasenfeld , Y. 1992 . “ The nature of human service organizations ” . In Human services as complex organizations , Edited by: Hasenfeld , Y. Newbury Park, CA : Sage Publications, Inc. .
   Google Scholar
• Hawkins , J. D. and Weis , J. 1985 . The social development model: An integrated approach to delinquency prevention . Journal of Primary Prevention , 6 ( 2 ) : 73 – 97 .
   PubMedGoogle Scholar
• Herman , S. , Marcenko , M. and Hazel , K. 1996 . Parents' perspectives on quality in family support programs . Journal on Mental Health Administration , 23 ( 2 ) : 156 – 169 .
   PubMedGoogle Scholar
• Janes , R. 1993 . Total quality management: Can it work in Federal probation? . Federal Probation , 57 ( 4 ) : 28 – 33 .
   Google Scholar
• Martin , L. 1993 . Total quality management in human service organizations , Newbury Park, CA : Sage Publications .
   Google Scholar
• Martin , L. 1995 . “ Measuring customer satisfaction ” . In Total quality management in social services , Edited by: Gummer , B. and McCallion , P. New York : Professional Development Program of Rockefeller College .
   Google Scholar
• Milakovich , M. 1996 . “ How quality oriented have state and local governments really become? ” . In The quality yearbook , Edited by: Cortada , J. and Woods , J. 120 – 131 . New York : McGraw Hill .
   Google Scholar
• Moore , S. and Kelly , M. 1996 . Quality now: Moving human service organizations toward a consumer orientation to service quality . Social Work , 41 : 33 – 40 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Berry , L. and Zeithaml , V. 1985 . A conceptual model of service quality . Journal of Marketing , 49 : 41 – 50 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Berry , L. and Zeithaml , V. 1986 . SERVQUAL: A multiple item scale for measuring customer perceptions of service quality , Cambridge, MA. : Marketing Science Institute .
   Google Scholar
• Parasuraman , A. , Berry , L. and Zeithaml , V. 1988 . SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality and its implications for future research . Journal of Retailing , 64 Spring : 26 – 43 .
   Google Scholar
• Parasuraman , A. , Berry , L. and Zeithaml , V. 1990 . An empirical examination in an extended service quality model , Cambridge, MA : Marketing Science Institute .
   Google Scholar
• Parasuraman , A. , Berry , L. and Zeithaml , V. 1991 . Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model . Human Resource Management , 30 ( 3 ) : 335 – 364 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Berry , L. and Zeithaml , V. 1993 . More on improving service quality management . Journal of Retailing , 67 ( 4 ) : 420 – 450 .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. 1994 . Moving forward in service quality research , Cambridge : Marketing Science Institute .
   Google Scholar
• Patterson , J. 1992 . The client as customer: Achieving service quality and customer satisfaction in rehabilitation . Journal of Rehabilitation , 58 ( 4 ) : 16 – 22 .
   Web of Science ®Google Scholar
• Selber , K. 1997 . Measuring customer perceptions of service quality in human services , Austin : The University of Texas . Unpublished doctoral dissertation
   Google Scholar
• Selber , K. and Streeter , C. 2000 . A customer-oriented model for managing quality in human services . Administration in Social Work , 24 ( 2 ) : 1 – 14 .
   Web of Science ®Google Scholar
• Simonsen , C. 1994 . Is corrections ready for TQM? . Corrections Today , 56 ( 4 ) : 164 – 168 .
   Google Scholar
• Smith , A. 1995 . Measuring service quality: Is SERVQUAL now redundant? . Journal of Marketing Management , 11 : 257 – 276 .
   Google Scholar
• Springer , M. 1988 . Youth services privatization: The experience of a provider . Corrections Today , 50 ( 6 ) : 88 – 93 .
   Google Scholar
• Wagenheim , G. and Reurnik , J. 1991 . Customer service in public administration . Public Administration Review , 51 ( 3 ) : 263 – 270 .
   Web of Science ®Google Scholar
• Zeithaml , V. , Parasuraman , A. and Berry , L. 1994 . Delivering service quality: Balancing customer perceptions and expectations , New York : The Free Press .
   Google Scholar