Document Type


Publication Date


Source Publication

Policing: An International Journal of Police Strategies & Management

Source ISSN



Purpose – This paper seeks to investigate what victims of domestic violence expect police to do for them, and how these expectations subsequently influence their levels of satisfaction.

Design/methodology/approach – Structured interviews with 222 victims of domestic violence were conducted by staff from an integrated community-based service delivery agency in Cardiff, Wales. Multivariate analyses were performed to reveal the factors that contribute to domestic violence victims' satisfaction with the police.

Findings – Consistent with the expectancy disconfirmation model, results indicate that the most important determinant of satisfaction is the extent to which victims' expectations about police behaviour and demeanour are fulfilled.

Originality/value – The results of this study and implications for police policy are discussed


Accepted version. Policing: An International Journal of Police Strategies & Management, Volume 28 Issue 2, pp 301 - 320 (2005). DOI. This article is © Emerald Group Publishing and permission has been granted for this version to appear in e-Publications@Marquette. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.