Place Management in Commercial Areas: Customer Service Representatives in Philadelphia's Central Business District

Abstract

Over the past decade, North American and British cities have witnessed a tremendous growth in the number of private security personnel charged with patrolling public spaces in commercial areas. Sponsored by business interests—primarily in downtown areas—the growth in the number of ‘business improvement districts' (BIDs) has ushered in an era of increased private security coverage in public areas. A discussion of the growth of these organizations, as well as a description of their services, provides the backdrop for a research endeavor focused on ‘customer service representatives’ (CSRs) in Philadelphia's downtown commercial area. After a description of the crime prevention services delivered by the Philadelphia Center City District, an overview is presented, using observational techniques and examination of official records, of the role of CSRs in providing security and place management activities in the commercial district.