Administration and Management in Criminal Justice
A Service Quality Approach
4th Edition
Published on 14. November 2025
Book
Paperback/Softback
560 pages
978-1-0718-7817-0 (ISBN)
Description
Emphasizing proactive techniques for administration, Administration and Management in Criminal Justice: A Service Quality Approach, fourth edition uses a service-quality lens to address administration and management concepts in the all areas of the criminal justice system by identifying the stakeholders and their roles within the service delivery process.
More details
Edition
4th Revised edition
Language
English
Place of publication
Thousand Oaks
United States
Target group
College/higher education
Edition type
Revised edition
Product notice
Paperback (trade)
Unsewn / adhesive bound
Dimensions
Height: 231 mm
Width: 187 mm
Weight
907 gr
ISBN-13
978-1-0718-7817-0 (9781071878170)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Persons
Jennifer M. Allen is a professor in the School of Criminal Justice at Nova Southeastern University and former department head of the Department of Criminal Justice at the University of North Georgia. 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 policing administration and ethics. She is also the coauthor of Criminal Justice Administration: A Service Quality Approach; The SAGE Guide to Writing in Criminal Justice; The SAGE Guide to Writing in Research Methods; The SAGE Guide to Writing in Corrections; and The SAGE Guide to Writing in Policing.
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.
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.
Content
Preface
Acknowledgments
Chapter 1: Defining Management and Organization
Defining Management
Identifying An Organization
Leadership
For-Profit and Nonprofit Organizations
What Are Criminal Justice Organizations?
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 2: Open Versus Closed Systems
Closed-System Models: The Classical Perspective
Changing Face Of The Criminal Justice System-Need For A Learning Organization
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
Note
References And Suggested Readings
Chapter 4: Environmental Influences
Funding In Criminal Justice
Technology In Criminal Justice
Cultural And Demographic Issues
Legal Pressures
Unions
Politics
Media
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 5: Conflict, Power, And Ethical Issues
Organizational Conflict
Power
Ethical Decision Making/Institutional Racism
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 6: Motivation
Content/Needs Theories
Process Theories
Motivation And Performance
Workplace Design To Promote Motivation
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 7: Leadership
Leadership Versus Management
Contingency Theories Of Leadership (Situational Leadership Models)
Transactional Leadership Theory
New Wave Of Change Leadership Theories
Leadership As A Skill
Leadership And The Criminal Justice System
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 8: Communication
Definition
Organizational Needs Fulfilled By Communication
Interpersonal Communication
Communication Channels
Organizational Communication
Technology Interface For Better Service Quality
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Note
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Appendix: Constructing QFD for Law Enforcement Services in Happymore
Index
About the Authors
Acknowledgments
Chapter 1: Defining Management and Organization
Defining Management
Identifying An Organization
Leadership
For-Profit and Nonprofit Organizations
What Are Criminal Justice Organizations?
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 2: Open Versus Closed Systems
Closed-System Models: The Classical Perspective
Changing Face Of The Criminal Justice System-Need For A Learning Organization
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
Note
References And Suggested Readings
Chapter 4: Environmental Influences
Funding In Criminal Justice
Technology In Criminal Justice
Cultural And Demographic Issues
Legal Pressures
Unions
Politics
Media
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 5: Conflict, Power, And Ethical Issues
Organizational Conflict
Power
Ethical Decision Making/Institutional Racism
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 6: Motivation
Content/Needs Theories
Process Theories
Motivation And Performance
Workplace Design To Promote Motivation
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 7: Leadership
Leadership Versus Management
Contingency Theories Of Leadership (Situational Leadership Models)
Transactional Leadership Theory
New Wave Of Change Leadership Theories
Leadership As A Skill
Leadership And The Criminal Justice System
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Chapter 8: Communication
Definition
Organizational Needs Fulfilled By Communication
Interpersonal Communication
Communication Channels
Organizational Communication
Technology Interface For Better Service Quality
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Note
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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 Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
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
Chapter Summary
Chapter Review Questions
Case Study
Questions For Discussion
Additional Resources
References And Suggested Readings
Appendix: Constructing QFD for Law Enforcement Services in Happymore
Index
About the Authors