abstract: Prior research looking at procedural justice has largely focused on legal authorities, such as the police. There is a gap in the research regarding the influence of procedurally-just treatment of other criminal justice professionals, including 911 operators. These individuals are often the first contact citizens have when initiating police services, and it is likely that 911 operators set the stage for how police encounters with the public unfold. Using a factorial vignette design, this study tests the causal links between procedural injustice and several outcome measures, including cooperation, satisfaction, callback likelihood, and willingness to testify in court. Data from a university-based sample (n=488) were used to estimate a series of ordinal regression models. The results show that participants who received the injustice stimuli were generally less likely to report they would call 911 in the future, cooperate with the 911 operator if asked additional questions, cooperate with the police once they arrived on the scene, and had lower levels of satisfaction with the how the operator handled the call. These results were significant across two different scenarios (i.e., breaking and entering and traffic accident). Seriousness of the encounter also varied across these outcomes, but the magnitude of the effect was more modest. The results demonstrate the effect non-sworn personnel, such as 911 operators, can have on the outcome of police-citizen encounters. / Dissertation/Thesis / Masters Thesis Criminology and Criminal Justice 2018