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ERIC Number: EJ841895
Record Type: Journal
Publication Date: 2004
Pages: 17
Abstractor: As Provided
ISSN: ISSN-1050-9674
Family and Community Perceptions of Quality in Juvenile Justice Programs
Selber, Katherine; Streeter, Calvin
Journal of Offender Rehabilitation, v38 n3 p31-47 2004
The conceptualization and empirical assessment of service quality in juvenile justice remains limited. There are few reports on programmatic attempts to assess satisfaction in juvenile justice programs or attempts to include what constitutes quality of service from multiple customer perspectives. This article describes a potential model, the Gap Model, for measuring quality from the customers' perspective. Empirical findings from a study utilizing the model to examine the nature of service quality as perceived by customers of 6 juvenile justice programs are presented. Implications for adapting the model are also addressed. (Contains 4 tables and 2 figures.)
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Publication Type: Journal Articles
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A