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Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
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TY - JOUR
T1 - Implementing the citizen focus agenda
T2 - a case study in police leadership
AU - Fisher, Andrew
AU - Kirby, Stuart
PY - 2014
Y1 - 2014
N2 - Although the private sector has long understood that a customer-focused service is synonymous with success, the concept is less embedded in public agencies such as the Police. Cultural studies consistently argue that police practitioners perceive ‘citizen focused’ or ‘quality of service’ approaches as distant to ‘real policing’, making the concept difficult to implement. This study explores the complex infrastructure required for the implementation of this approach, specifically focusing on senior police leadership. Using semi-structured interviews across a diversity of respondents it provides a case study of a city Police Force in England, who attempted to introduce this approach between 2006-2010. Senior police leaders were reported to exhibit distinct and consistent leadership styles with a ‘transformational’ style more positively associated with the implementation of this agenda. As such it argues specific leadership styles are critical to the delivery of ‘quality’ approaches.
AB - Although the private sector has long understood that a customer-focused service is synonymous with success, the concept is less embedded in public agencies such as the Police. Cultural studies consistently argue that police practitioners perceive ‘citizen focused’ or ‘quality of service’ approaches as distant to ‘real policing’, making the concept difficult to implement. This study explores the complex infrastructure required for the implementation of this approach, specifically focusing on senior police leadership. Using semi-structured interviews across a diversity of respondents it provides a case study of a city Police Force in England, who attempted to introduce this approach between 2006-2010. Senior police leaders were reported to exhibit distinct and consistent leadership styles with a ‘transformational’ style more positively associated with the implementation of this agenda. As such it argues specific leadership styles are critical to the delivery of ‘quality’ approaches.
KW - police leadership
KW - police management
KW - citizen-focused policing
KW - quality service policing
U2 - 10.1108/IJLPS-06-2014-0005
DO - 10.1108/IJLPS-06-2014-0005
M3 - Journal article
VL - 10
SP - 142
EP - 156
JO - International Journal of Leadership in Public Services
JF - International Journal of Leadership in Public Services
SN - 2042-8642
IS - 3
ER -