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

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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

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