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Tijdschrift Tijdschrift voor Veiligheid x Jaar 2014 x Rubriek Article x
Artikel

Gaan veiligheidsmaatregelen ten koste van de servicebeleving?

Tijdschrift Tijdschrift voor Veiligheid, Aflevering 4 2014
Trefwoorden customer experience, service perception, surveillance measures, legitimateness
Auteurs Rick van der Kleij, Maaike Roelofs en Dianne A. van Hemert
SamenvattingAuteursinformatie

    Surveillance measures in public places such as train stations, large events or business premises are aimed at increasing security at those specific locations. They enable people to move around securely at public (high) risk locations. However, people often experience these measures as an obstacle. Too much security often results in limitations of freedom of movement and violations of privacy. Could surveillance measures be designed in such a way that they are perceived more as a ‘service’? The authors studied the variables that influence whether people experience surveillance as a service or as a hindrance. At three surveillance locations (Schiphol Airport, Hoog Catharijne shopping area and Amersfoort railway station) more than thousand visitors were surveyed. They were asked how they experienced service and security on the site. The results show that there are differences in service perception in relation to security measures at the three locations studied. They show how the tension between service and safety can be reduced and provide clues for improving security measures. The results can be used by owners of public locations, surveillance stakeholders or private companies for the optimalisation and re-design of a location, as their goal is to attract loyal visitors, who are not frustrated and are willing to use the location frequently, and who preferably speak positively about the location to others. Also the security measures themselves can be improved, both technical security measures as well as human security measures.


Rick van der Kleij
Rick van der Kleij is werkzaam bij TNO Earth, Life, and Social Sciences.

Maaike Roelofs
Maaike Roelofs is werkzaam bij TNO Earth, Life, and Social Sciences.

Dianne A. van Hemert
Dianne A. van Hemert is werkzaam bij TNO Earth, Life, and Social Sciences en redacteur van dit tijdschrift.
Artikel

Professionele weerbaarheid en de politie

Naar een persoonsgerichte aanpak

Tijdschrift Tijdschrift voor Veiligheid, Aflevering 2 2014
Auteurs Geeske ten Wolde, Barbara Zwirs en Nelleke Kruse
SamenvattingAuteursinformatie

    The aim of the article is to analyse the correlations between social cognitive factors and behaviour that increases resilience by police officers and to assess in which way intention mediates the possible correlations. The study was based on Ajzen's theory of planned behaviour. A cross-sectional survey study was conducted in which 1.799 police officers in the Netherlands completed a questionnaire. Data was also collected by organising qualitative expert meetings with police officers. The data has been analysed using linear regression. The results show that intention had the highest correlation with behaviour that increases resilience and mediates the correlations of the social cognitive factors partially. Perceived behavioural control and attitude also had a direct correlation with behaviour that increases resilience. Subjective norm had a weak correlation with behaviour. This is the first study which tested TPB for behaviour that increases resilience by police officers. Because the design of this study was cross-sectional, more research is needed to better understand the causal relations between social cognitive factors and intention with behaviour that increases resilience by police officers.


Geeske ten Wolde
Geeske ten Wolde is werkzaam voor de politie-eenheid Noord-Holland en onderzoeker bij het project ‘Versterking Professionele Weerbaarheid’.

Barbara Zwirs
Barbara Zwirs is universitair docent Criminologie aan het Instituut Strafrecht & Criminologie van de Universiteit Leiden.

Nelleke Kruse
Nelleke Kruse was onderzoeker bij het project ‘Versterking Professionele Weerbaarheid’ van de politie-eenheid Noord-Holland.
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