Peek, G. and Kiely, J., 2002. The culture of the British police: views of police officers. The Service Industries Journal, 22 (1), pp. 167-183.
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The findings of a longitudinal, qualitative investigation of the culture of British Police and the perceived meanings of 'quality' and 'quality of service' are explored. Themes emerging from the analysis of in-depth interviews with newly promoted inspectors and sergeants suggest that police culture is changing subtly from its traditional roots and open to embracing issues of quality of service. Police officers have their own views on quality of service which do not always match that of quality of service directives or mission statements. The findings inform on ways in which the culture of an organisation impacts on service quality initiatives and have implications for a wide range of service
|Uncontrolled Keywords:||Britain, police, culture, quality of service, law enforcement|
|Subjects:||Technology > Business, Management and Marketing|
|Group:||Business School > Centre for Research in Management|
|Deposited By:||INVALID USER|
|Deposited On:||02 May 2007|
|Last Modified:||07 Mar 2013 14:34|
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