SAGE Journal Articles

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Article 1: Skogan, W. G. (2005). Citizen satisfaction with police encounters. Police Quarterly, 8(3), 298–321. doi: 10.1177/1098611104271086

Summary: This article examines the character and consequences of encounters between police and residents of the city of Chicago. It describes the frequency with which they contacted the police for assistance or support and how often they were stopped by them. Follow-up questions gathered information about the character of those contacts. The analysis contrasts the effects of experiential, on-scene factors with those of race, age, gender, and language on satisfaction with encounters. It demonstrates the great importance of the quality of routine police–citizen encounters, for things that officers did on the spot dominated in determining satisfaction. The personal characteristics of city residents played an important role in shaping who was treated in this way or that and affected satisfaction primarily through on-scene actions by police.

Questions to Consider:

  1. What does the author mean when he states that citizens are “less outcome oriented than they are process oriented” when it comes to satisfaction with police?
  2. According to this study, what do citizens consider when determining the “effort” police put into a case?
  3. Discuss the benefits to police when citizens view them as being “fair?”