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題名：刑案偵查效能與報案服務品質之探討
書刊名：中央警察大學學報
作者：張淵菘／章光明
出版日期：2012
卷期：49
頁次：頁143-163
主題關鍵詞：效率；效能；服務品質；服務流程管理；程序正義
原始連結：連回原系統網址new window
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  • 共同引用共同引用:0
  • 點閱點閱:108
期刊論文
1.Bordua, D.、Tifft, L.(1971)。Citizen interviews, organizational feedback, and police-communityrelations decisions。Law & Society Review，6，155-182。  new window
2.Bucke, T.(1997)。Ethnicity and contacts with the police: Latest findings from the BritishCrime Survey。  new window
3.Decker, Scott H.(1981)。Citizen attitudes toward the police: A review of past findings and suggestions for future policy。Jounral of Police Science and Administration，9(1)，80-87。  new window
4.Furstenberg, F. F.、Wellford, C. F.(1973)。Calling the police: The evaluation of police service。Law & Society Review，7，393-406。  new window
5.Kusow, A. M.、Wilson, L. C.、Martin, D. E.(1997)。Determinants of citizen satisfaction with the police: The effects of residential location。Policing: An International Journal of Police Strategy and Management，20(4)，655-664。  new window
6.Mastrofski, S. D.(1981)。Surveying clients to assess police performance。Evaluation Review，5，397-408。  new window
7.Murty, K.、Roebuck, J.、Smith, J. D.(1990)。The image of the police in Black Atlanta communities。Journal of Police Science and Administration，17(4)，250-257。  new window
8.Percy, S. L.(1980)。Response Time and Citizen Evaluation of the Police。Journal of Police Science and Administration，8，75-86。  new window
9.Reisig, M. D.、Giacomazzi, A. L.(1998)。Citizen Perceptions of Community Policing: Are Attitudes toward Police Important?。Policing--An International Journal of Police Strategies and Management，21(3)，547-561。  new window
10.Schuck, A. M.、Rosenbaum, D. P.(2005)。Global and neighborhood attitudes toward the police:Differentiation by race, ethnicity, and type of contact。Journal of Quantitative Criminology，21，391-418。  new window
11.Shapland, J.(1984)。Victims, the criminal justice system, and compensation。British Journalof Criminology，24，113-137。  new window
12.張文蘭、林芳如、武桂甄(20091000)。提升公部門治理品質：實務與評量。研考雙月刊，33(5)，101-105。  延伸查詢new window
13.Drncker,Peter F.、許是祥(1980)。有效的管理者。  延伸查詢new window
14.Cao, L.、Frank, J.、Cullen, F. T.(1996)。community context, and confidence in police。American Journal of Police，15(1)，3-22。  new window
15.Chase, R.、Aquilano, N. J.(1995)。Based Brand Equity。Journal of Marketing，36(2)，1-22。  new window
16.Haller, M.(1976)。Historical roots of police behavior: Chicago 1890-1925。Law & Society Review，10，303-333。  new window
17.Hinds, L.、Murphy, K.(2007)。Public satisfaction with police: Using procedural justice to improve police legitimacy。Australian & New Zealand Journal of Criminology，40(1)，27-42。  new window
18.Meyer, J.,、Taylor, W.(1975)。Analyzing the nature of police involvements: A research note concerning the effects of forms of police mobilization。Journal of Criminal Justice，3(2)，141-145。  new window
19.Murphy K.、Hinds, L.、Fleming, J.(2008)。Encouraging public cooperation and support for police。Policing and Society，18，138-157。  new window
20.Tyler, T. R.(1997)。The psychology of legitimacy: A relational perspective on voluntary deference to authorities。Personality and Social Psychology Review，1(4)，323-345。  new window
21.Tyler, T. R.、Folger, R.(1980)。Distributional and procedural aspects of satisfaction with citizen-police encounters。Basic and Applied Social Psychology，1，281-292。  new window
22.Weitzer, R.、Tuch, S.(2004)。Race and perceptions of police misconduct。Social Problems，51，305-325。  new window
23.Wells, W.、Homey, J.、Maguire, E. R.(2005)。Patrol Officer Responses to Citizen Feedback: An Experimental Analysis。Police Quarterly，8(2)，171-205。  new window
24.Schafer, J.、Huebner, B.、Bynum, T.(2003)。Citizen perceptions of police services: Race, neighborhood context, and community policing。Police Quarterly，6(4)，440-468。  new window
25.Skogan, W. G.(2006)。Asymmetry in the impact of encounters with police。Policing and Society，16，99-126。  new window
26.Worrall, J. L.(1999)。Public perceptions of police efficacy and image: The "fuzziness" of support for the police。American Journal of Criminal Justice，24，47-66。  new window
27.Skogan, W. G.(2005)。Citizen satisfaction with police encounters。Police Quarterly，8(3)，298-321。  new window
28.Tyler, Tom R.(1994)。Psychological Models of the Justice Motive: Antecedents of Distributive and Procedural Justice。Journal of Personality and Social Psychology，67(5)，850-863。  new window
29.Burgess, T. P.(1994)。Breakdown and Service Recovery。The Journal of Services Marketing，12(4)，26-38。  new window
30.高辛陽(19950400)。莫等待、莫依賴、成果絕不會從天上掉下來[行政革新]。研考雙月刊，19(2)，57-65。  延伸查詢new window
31.Walker, D.、R. Richardson、O. Williams、T. Denyer、S. McGaughey(1972)。Contact andsupport: An empirical assessment of public attitudes toward the police and the courts。North Carolina Law Review，51，43-79。  new window
32.Sampson, Robert J.、Bartusch, Dawn Jeglum(1998)。Legal cynicism and (Subcultural?) tolerance of deviance: The neighborhood context of racial differences。Law & Society Review，32(4)，777-804。  new window
33.Reisig, M. D.、Parks, R. B.(2000)。Experience, quality of life, and neighborhood context: A hierarchical analysis of satisfaction with the police。Justice Quarterly，17(3)，607-629。  new window
34.Tyler, T. R.(1989)。The psychology of procedural justice: a test of the group value model。Journal of Personality and Social Psychology，57(5)，830-838。  new window
35.Tyler, T. R.、Lind, E. A.(1992)。A Relational Model of Authority in Groups。Advances in Experimental Social Psychology，25，115-191。  new window
36.宋餘俠、黃子華(20091000)。優質公共治理與提升政府效能。研考雙月刊，33(5)=273，18-28。  延伸查詢new window
37.Brown, K.、Coulter, P. B.(1983)。Subjective and Objective Measures of Police Service Delivery。Public Administration Review，42(1)，50-58。  new window
38.孫本初、陳譓森(19960800)。以服務品質再造警政新氣象。公務人員月刊，2，26-39。  延伸查詢new window
39.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
40.Sunshine, Jason、Tyler, Tom R.(2003)。The Role of Procedural Justice and Legitimacy in Shaping Public Support of Policing。Law & Society Review，37。  new window
會議論文
1.内政部警政署(2011)。2011年政治安策略硏討會。2011年政治安策略硏討會。台北市：内政部警政署。  延伸查詢new window
2.McCold, P.(2009)。Conducting Restorative Justice Research。2nd National Conference of Restorative Justice，(會議日期: 03132009)。San Antonio, Texas。  new window
3.Strang, H.(1999)。Restoring victims: An international view。Melbourne。  new window
研究報告
1.Stone, V.、Pettigrew, N.(2000)。The views of the public on stops and searches。London：Home Office。  new window
2.章光明、陳明傳(2011)。警察機關與警察服務評價機制之研究。台北市：內政部警政署。  延伸查詢new window
3.Quinton, P.、Bland, N.、Miller, J.(2000)。Police stops: Decision-making and practice。London：Home Office。  new window
圖書
1.張健豪、袁淑娟(2002)。服務業管理。台北：揚智文化。  延伸查詢new window
2.顧志遠、薄榮薇(2007)。服務業系統設計與作業管理。臺北市：華泰文化事業股份有限公司。  延伸查詢new window
3.Ekblom, P.、Heal, K.(1982)。The police response to calls from the public。London：Home Office Research and Planning Unit。  new window
4.Skogan,W. G.(1989)。The impact of police on victims。Crime and its victims。Washington, DC：Hemisphere。  new window
5.Smith, D. A.(1983)。people in London: A survey of Londoners。London：PolicyStudies。  new window
6.Bayley, D. H.(1996)。Measuring overall effectiveness。Quantifying quality in policing。Washington, DC：Police Executive Research。  new window
7.Bayley, D. H.、Mendelsohn, H.(1969)。Minorities and the police: Confrontation in America。New York：Free Press。  new window
8.Bittner, E.(1974)。Florence Nightingale in pursuit of Willie Sutton: A theory of police。The potential for reform in criminal justice。Beverly Hills, CA：Sage。  new window
9.Carter,D. L.(1996)。Measuring quality: The scope of community policing。Quantifying quality in policing。Washington, DC：Police Executive Research Forum。  new window
10.Crank, J.(1998)。Understanding police culture。Cincinnati, OH：Anderson。  new window
11.Greene, J.、Klockars, C.(1991)。What police do。Thinking about police: Contemporary readings。New York：McGraw-Hill。  new window
12.Mastrofski, S. D.(1996)。Measuring police performance in public encounters。Quantifying quality in policing。Washington, DC：Police Executive Research Forum。  new window
13.Oettmeier, T. N.、Wycoff, M. A.(1998)。Personnel performance evaluations in the community policing context。Community volicing: Contemporary readings。Prospect Heights, IL：Waveland。  new window
14.Ostrom, E.、Parks, R.、Whitaker, G.(1978)。Patterns of metropolitan policing。Cambridge, MA：Ballinger Publishing Co.。  new window
15.Parks, R.。Police response: Effects on citizen attitudes and perceptions。Sample surveys of the victims of crime。Cambridge, MA：Ballinger。  new window
16.Pate, A.(1976)。Police response time: Its determinants and effects。Washington, DC：Police Foundation。  new window
17.Skogan, W. G.、Frydl, L.。Fairness & effectiveness in policing; The evidence。Washington, DC：National Academies。  new window
18.Skolnick, J. H.、Bayley, D. H.(1988)。Community Department Policing: Issues and practices around the world。U.S. Dept, of Justice, National Institute of Justice。  new window
19.Tyler, T. R.(2006)。Why peovle obey the law。Princeton, NJ：Princeton University Press。  new window
20.Whitaker, G.、Mastrofski, S.、Ostrom, E.、Parks, R.(1982)。Basic issues in police performance。Washington,DC：U.S. Department of Justice。  new window
21.Mayhew, P.、Elliot, D.、Dowds, L.(1989)。The 1988 British Crime Survey。London：HMSO。  new window
22.內政部警政署(2010)。警察機關分駐（派出）所常用勤務執行程序彙編。臺灣警察專科學校。  延伸查詢new window
23.Roberg, Roy R.、Kuykendall, Jack(1990)。Police Organization and Management: Behavior, Theory, and Processes。Brooks/Cole Publishing Company。  new window
24.Trojanowicz, R.、Bucqueroux, B.、Kappelwr, V. E.、Gaines, L. K.(1990)。Community Policing--A Contemporary Perspective。Ohio：Anderson Publishing Co.。  new window
25.Koehler, J.、Pankowski, J.(1996)。Quality Government: Designing, Developing, and Implementing TQM。Delray Beach, FL：St. Lucie Press。  new window
26.Lovelock, Christopher H.(2001)。Service Marketing。Englewood Cliffs, NJ：Prentice Hall, Inc.。  new window
27.Middlemist, H.、Mathis, R. L.(1986)。Management: Concepts and effective practice。Saint Paul：West Publishing Company。  new window
28.Tyler, Tom R.(1990)。Why people obey the law: Procedural justice, legitimacy and compliance。New Haven, Connecticut：Yale University Press。  new window
29.江岷欽、林鍾沂(2000)。公共組織理論。臺北蘆洲：國立空中大學。  延伸查詢new window
30.Reiss, Albert J.(1971)。The Police and The Public。New Haven, CT：Yale University Press。  new window
31.Wilson, James Q.(1978)。Varieties of Police Behavior--The Management of Law and Order in Eight Communities。Harvard University Press。  new window
32.Denhardt, Robert B.(1993)。Theories of Public Organization。Wadsworth Publishing Company。  new window
33.Thibaut, John W.、Walker, Laurens(1975)。Procedural Justice: A Psychological Analysis。Lawrence Erlbaum Associates。  new window
34.Barnard, Chester I.(1938)。The Functions of the Executive。Harvard University Press。  new window
35.張潤書(1990)。組織行為與管理。五南。  延伸查詢new window
36.Eck, J.、Rosenbaum, D.(1994)。The New Police Order: Effectiveness, Equity, and Efficiency in Community Policing。The Challenge of Community Policing: Testing the Promises \\ Rosenbaum, D. (Ed.)。Thousand Oaks, CA。  new window
單篇論文
1.Bland, N.,，Miller, J.，Quinton, P.(2000)。Upping the PACE? An Evaluation of the recommendations of the Stephen Lawrence inquiry on stops and searches，London：Home Office。  new window
其他
1.Moorhead, R.，Sefiton, M.，Scanlan, L.(2008)。Just Satisfaction? What Drives Public and Participant Satisfaction with Courts and Tribunals，http， 20100516。  new window
圖書論文
1.Stephens, D. W.(1996)。Community Problem-Oriented Policing: Measuring Impacts。Quantifying Quality in Policing。Washington, DC：Police Executive Research Forum。  new window
 
 
 
 
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