Test Bank For Administration And Management In Criminal Justice 2nd Edition By Jennifer M

Test Bank For Administration And Management In Criminal Justice 2nd Edition By Jennifer M

Chapter 3  Service Quality Approach Test Bank

Multiple Choice (25)

1. Today, most workers in the United States are employed in the ___________ sector of the economy.

*a. Service

b. Agriculture

c. Manufacturing

d. Defense

Answer location: (The Role of Services in an Economy) p. 70

Question Type: MC

1. The United States labor force and economy is best considered __________________.

a. Agrarian

b. Industrial

*c. Post-industrial

d. Mechanical

Answer location: (The Role of Services in an Economy) p. 70

Question Type: MC

1. As nations develop, they undergo a transformation in their economy following which of the following sequences (earliest to latest)?

a. Industrial to postindustrial to agrarian

*b. Agrarian to industrial to postindustrial

c. Industrial to agrarian to postindustrial

d. Postindustrial to industrial to agrarian

Answer location: (The Role of Services in an Economy) p. 70

Question Type: MC

1. Which component of the criminal justice system accounts for the largest share of both total justice expenditures and employment, according to the 2007 Bureau or Justice Statistics Bulletin?

*a. Police

b. Courts

c. Corrections

d. None of the above

Answer Location:  (The Role of Services in an Economy) p. 70

Question Type: MC

1. Most employees in the criminal justice system work at the ________________ level of government.

*a. Local

b. State

c. Federal

d. The workforce is about equally split across local, state, and federal levels

Answer location: (The Role of Services in an Economy) p. 70

Question Type: MC

1. A police department purchases in-car computers for all vehicles in its fleet.  The purchase of the computers is automatically accompanied by three years of free technical support services from the manufacturer.  The technical support services fall into which category of services?

a. Services that facilitate the purchase of goods

*b. Services that come with purchased goods

c. Services that are pure

d. Services that are credit-based

Answer location: (Definition of Service) p. 71

Question Type: MC

1. Probation officers provide services that do not involve any exchange of goods.  This is an example of ____________________.

a. Services that facilitate the purchase of goods

b. Services that come with purchased goods

*c. Services that are pure

d. Services that are credit-based

Answer location: (Definition of Service) p. 71

Question Type: MC

1. A family pays a monthly fee to a home security company to monitor in-home alarm systems.  The service provided by the home security company is best considered a __________ service.

*a. Business-to-consumer

b. Business-to-business

c. Public

d. Not-for-profit

Answer location:  (Definition of Service) p. 71

Question Type: MC

1. Which of the following is best considered a business-to-business service?

*a. A private security agency

b. A victim assistance program

c. A state prison

d. A government sponsored public defender’s office

Answer location: (Definition of Service) p. 72

Question Type: MC

1. A local youth midnight basketball program is run entirely by volunteers supported by donations from the community.  This organization is likely providing a ________________ service.

a. Business-to-consumer

b. Business-to-business

c. Public

*d. Not-for-profit

Answer location: (Definition of Service) p. 72

Question Type: MC

1. A private prison is losing money because it is operating at only 75 percent capacity (a quarter of beds are empty).  This problem results from which of the distinctive characteristics of services?

a. Intangibility

b. Heterogeneity 

c. Simultaneous production and consumption

*d. Perishability

Answer location: (Perishability) p. 73

Question Type: MC

1. A report in a local community suggests that the police department is enforcing the traffic code differently depending upon the race of the citizen; minority motorists are stopped and cited more frequently than white motorists.  This problem illustrates the fact that services are characterized by _____________.

a. Perishability

b. Intangibility

*c. Heterogeneity

d. Motivation

Answer location: (Heterogeneity) p. 74-75

Question Type: MC

1. Which of the following examples best illustrates the intangibility characteristic of services?  

*a. A neighborhood selects a private security company based on word of mouth reputation

b. A judge sentences males to longer sentences than females

c. Police officers were on duty during a slow day with no calls for service

d. A citizen challenges police leaders for treating people inequitably

Answer location:  (Intangibility) p. 74

Question Type: MC

1. Which of the following groups can be considered customers of criminal justice services?

a. victims

b. offenders

c. society

*d. all of the above can be considered customers of criminal justice services

Answer location: (Customer Involvement in the Criminal Justice System) p. 81

Question Type: MC

1. Which of the following individuals or groups is best considered the direct consumer of police services?

a. An apprehended offender

b. The residents of the neighborhood where the offense took place

*c. A victim who calls on police via 911

d. The citizens of the state

Answer location: (Customer Involvement in the Criminal Justice System) p. 81

Question Type: MC

1. Which of the following can be considered a source of confusion in recognizing offenders as consumers of criminal justice services?

a. Criminal justice agencies are public services

*b. The criminal justice system is one of several options

c. The offender is typically cooperative

d. Obsolete treatment

Answer location: (Customer Involvement in the Criminal Justice System) p. 83-86

Question Type: MC

1. An inmate is acting violently in prison.  Which of the following could be considered a cause (rather than a symptom) of this conduct?

a. The inmate is verbally threatening guards

b. The inmate is fighting other inmates

*c. The inmate is suffering from hallucinations and drug withdrawal

d. The inmate is assaulting prison staff

Answer location: (Customer Involvement in the Criminal Justice System) p. 89

Question Type: MC

1. In determining whether to consider an individual or group a customer, the authors suggest asking whether, if the individual or group did not exist, would the organization be adversely affected?  If the answer is yes, then the individual or group is a customer.  Based on this information, who is/are the customer(s) of a police organization?

a. Victim

b. Offender

c. General public

*d. All of the above are customers

Answer location: (Customer Involvement in the Criminal Justice System) p. 91

Question Type: MC

1. Which of the following is not one of the five dimensions commonly used to measure the gap between customer expectations and actual services received?

a. Reliability 

*b. Validity

c. Responsiveness

d. Assurance

Answer location: (Defining Service Quality) p. 92-93

Question Type: MC

1. An attorney meets his client for the first time wearing torn clothing and smelling of alcohol.  The attorney’s appearance illustrates which of the following dimensions likely to affect the client’s perceptions of service quality?

*a. Tangibles

b. Reliability

c. Responsiveness

d. Empathy

Answer Location:  (Defining Service Quality) p. 93

Question Type: MC

1. Customers’ assessments of service quality are affected by the empathy displayed by the service provider.  Which of the following best illustrates the empathy dimension?

a. A prosecutor has a 99.7 percent conviction rate

b. A patrol car responds nearly 47 minutes after 911 was called

c. A courtroom is decorated in an ornate fashion 

*d. A drug treatment counselor discloses his own struggles with addiction to a client

Answer location:  (Defining Service Quality) p. 93

Question Type: MC

1. A group of neighborhood residents want police to address problems such as panhandling, loitering, and prostitution.  Managers in the police department direct officers to target violent crimes such as robbery and aggravated assaults.  The disagreement illustrates a ____________ gap.

*a. Management perception-service quality specification

b. Service quality specifications-service delivery gap

c. Consumer expectation-management perception gap

d. Service delivery-external communications gap

Answer location:  (Gap 2: Management Perception—Service Quality Specification Gap) p. 95

Question Type: MC

1. A modest crime-reduction program adopted by a local police department is erroneously reported in the media as designed to reduce crime by 50 percent in one year.  This is an example of a _________________ gap.

a. Management perception-service quality specification

b. Service quality specifications-service delivery gap

c. Consumer expectation-management perception gap

*d. Service delivery-external communications gap

Answer location: (Gap 4: Service Delivery—External Communications Gap) p. 96

Question Type: MC

1. One way to assess the service quality of a department of corrections is to examine the physical conditions of all prisons within the system.  This approach to measuring service quality draws upon the ______________ perspective.

a. Content

b. Process

*c. Structure

d. Outcome

Answer location: (Structure) p. 97

Question Type: MC

1. The services of prosecutors may be assessed, in part, by examining whether they follow all legal guidelines such as turning over evidence to the accused and acting in the interests of justice.  This approach to measuring service quality draws upon the _______________ perspective

*a. Content

b. Structure

c. Outcome

d. Impact

Answer location: (Content) p. 96

Question Type: MC

True/False (15)