Reference no: EM133300424

Case: Jenjeev Security Company is a contract-based company that hires security guards to firms, corporations, and other businesses for a variety of security services. It has been in business since 1934, and currently employs a president, 2 vice presidents, 9 regional directors, and 275 security officers, as well as 30 to 40 secretarial and bookkeeping staff members throughout the United States. Jenjeev prides itself on consistent customer service, employees that are free of criminal backgrounds, and a 60-hour training program for all security employees provided by the U.S. Department of Justice. In the last 40 years, Jenjeev Security Company has been incident free-meaning that no employees have been arrested or charged with a criminal act while working at the company. Jenjeev has also never been indicted or investigated for any wrongdoing. Currently, Jenjeev Security holds $5 million a year in federal security contracts. Many of the companies that work with Jenjeev have long-term and continuing contracts with the business, while others are repeat customers.

In July, a security guard under the employment of Jenjeev, but contracted to a convenience store, was arrested for chasing and killing another individual. According to the police report, on a Wednesday evening, Tom Jones entered the convenience store where security officer, Michael James, was working. Mr. Jones proceeded to shoplift a number of items from the store. Mr. Jones exited the store with the items and got into a black, Ford pickup truck. Security officer James followed Mr. Jones from the store. When he saw that Mr. Jones was driving away, security officer James got into his personal vehicle and followed Mr. Jones.

The two vehicles engaged in a high speed chase down a main city street, narrowly missing pedestrians and other drivers. The chase ended when Mr. Jones' car was sideswiped by another vehicle in an intersection. Mr. Jones' car was pushed onto the sidewalk in the accident. Mr. Jones exited his vehicle and ran toward James' car. As he approached, security officer James shot Mr. Jones in the chest, killing him instantly. Security officer James then fled the scene and returned to the convenience store where he told them what happened.

Question 1: In your opinion, what factors may have led up to the shooting (i.e., lack of training, etc.)? Is Jenjeev Security Company at fault in this situation? Why or why not?
Question 2: How could the public and private policing forces have worked together to prevent this occurrence?
Question 3: Does service quality have a role in this case? If so, what role does it play? Was service quality provided in this case? Could it have been performed better? How?