The effects of expectancy disconfirmation on outcome satisfaction in police-citizen encounters

Michael Reisig, Meghan Stroshine Chandek

Research output: Contribution to journalArticle

77 Citations (Scopus)

Abstract

This study tests the expectancy disconfirmation model using survey data from citizens who recently had police encounters. We find support for the expectancy disconfirmation model's primary hypothesis that increased disparity between expectations of police performance and actual service inversely affects citizen satisfaction with the way the police handle encounters. This finding persists for both roluntaiy (e.g. breaking and entering victims) and involuntary (e.g. traffic citations) police encounters. Our results also suggest that the scope of the expectancy disconfirmation model is limited. For example, the disparity between expectations and actual service is not correlated with citizen satisfaction with the police in general Overall, the results show that the expectancy disconfirmation model is useful in that it provides conceptual guidance in an area of research that has been relatively void of theory, and can also help identify needed changes in police practices.

Original languageEnglish (US)
Pages (from-to)88-99
Number of pages12
JournalPolicing
Volume24
Issue number1
StatePublished - 2001
Externally publishedYes

Fingerprint

Police
police
citizen
traffic
Research
performance

Keywords

  • Expectancy theory
  • Police
  • Satisfaction

ASJC Scopus subject areas

  • Law
  • Pathology and Forensic Medicine

Cite this

The effects of expectancy disconfirmation on outcome satisfaction in police-citizen encounters. / Reisig, Michael; Chandek, Meghan Stroshine.

In: Policing, Vol. 24, No. 1, 2001, p. 88-99.

Research output: Contribution to journalArticle

@article{e3712864d1ef4f85997c87a9a111e92e,
title = "The effects of expectancy disconfirmation on outcome satisfaction in police-citizen encounters",
abstract = "This study tests the expectancy disconfirmation model using survey data from citizens who recently had police encounters. We find support for the expectancy disconfirmation model's primary hypothesis that increased disparity between expectations of police performance and actual service inversely affects citizen satisfaction with the way the police handle encounters. This finding persists for both roluntaiy (e.g. breaking and entering victims) and involuntary (e.g. traffic citations) police encounters. Our results also suggest that the scope of the expectancy disconfirmation model is limited. For example, the disparity between expectations and actual service is not correlated with citizen satisfaction with the police in general Overall, the results show that the expectancy disconfirmation model is useful in that it provides conceptual guidance in an area of research that has been relatively void of theory, and can also help identify needed changes in police practices.",
keywords = "Expectancy theory, Police, Satisfaction",
author = "Michael Reisig and Chandek, {Meghan Stroshine}",
year = "2001",
language = "English (US)",
volume = "24",
pages = "88--99",
journal = "Policing",
issn = "1363-951X",
publisher = "Emerald Group Publishing Ltd.",
number = "1",

}

TY - JOUR

T1 - The effects of expectancy disconfirmation on outcome satisfaction in police-citizen encounters

AU - Reisig, Michael

AU - Chandek, Meghan Stroshine

PY - 2001

Y1 - 2001

N2 - This study tests the expectancy disconfirmation model using survey data from citizens who recently had police encounters. We find support for the expectancy disconfirmation model's primary hypothesis that increased disparity between expectations of police performance and actual service inversely affects citizen satisfaction with the way the police handle encounters. This finding persists for both roluntaiy (e.g. breaking and entering victims) and involuntary (e.g. traffic citations) police encounters. Our results also suggest that the scope of the expectancy disconfirmation model is limited. For example, the disparity between expectations and actual service is not correlated with citizen satisfaction with the police in general Overall, the results show that the expectancy disconfirmation model is useful in that it provides conceptual guidance in an area of research that has been relatively void of theory, and can also help identify needed changes in police practices.

AB - This study tests the expectancy disconfirmation model using survey data from citizens who recently had police encounters. We find support for the expectancy disconfirmation model's primary hypothesis that increased disparity between expectations of police performance and actual service inversely affects citizen satisfaction with the way the police handle encounters. This finding persists for both roluntaiy (e.g. breaking and entering victims) and involuntary (e.g. traffic citations) police encounters. Our results also suggest that the scope of the expectancy disconfirmation model is limited. For example, the disparity between expectations and actual service is not correlated with citizen satisfaction with the police in general Overall, the results show that the expectancy disconfirmation model is useful in that it provides conceptual guidance in an area of research that has been relatively void of theory, and can also help identify needed changes in police practices.

KW - Expectancy theory

KW - Police

KW - Satisfaction

UR - http://www.scopus.com/inward/record.url?scp=1842615185&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=1842615185&partnerID=8YFLogxK

M3 - Article

AN - SCOPUS:1842615185

VL - 24

SP - 88

EP - 99

JO - Policing

JF - Policing

SN - 1363-951X

IS - 1

ER -