ŠPAČEK, David. Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration. The International Journal of Knowledge, Culture & Change Management. Australia: Common Ground Publishing, 2008, roč. 8/2008, č. 10, s. 89-106. ISSN 1447-9524. |
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@article{796199, author = {Špaček, David}, article_location = {Australia}, article_number = {10}, keywords = {Public administration reform and modernization; Public management; Quality management; Citizen Satisfaction}, language = {eng}, issn = {1447-9524}, journal = {The International Journal of Knowledge, Culture & Change Management}, title = {Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration}, volume = {8/2008}, year = {2008} }
TY - JOUR ID - 796199 AU - Špaček, David PY - 2008 TI - Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration JF - The International Journal of Knowledge, Culture & Change Management VL - 8/2008 IS - 10 SP - 89-106 EP - 89-106 PB - Common Ground Publishing SN - 14479524 KW - Public administration reform and modernization KW - Public management KW - Quality management KW - Citizen Satisfaction N2 - The movement of quality is visible across European public administrations. The paper discusses approaches to quality management in the Czech public administration. It focuses on selected municipal practice of the Common Assessment Framework (CAF). The paper is based particularly on the analysis of self-assessment reports produced by self-assessment teams of 12 municipalities which implemented the instrument. The analysis focuses on their self-evaluations of CAF 2002s criteria which require practice of participatory decision-making and measurement of citizens/clients satisfaction. The paper was elaborated with the support of the Czech Science Foundation (Grant no. 402/07/1486). ER -
ŠPAČEK, David. Quality Rhetoric and Citizens' Satisfaction Measurement - Selected Practice of the CAF Instrument in Czech Municipal Public Administration. \textit{The International Journal of Knowledge, Culture \&{} Change Management}. Australia: Common Ground Publishing, 2008, roč.~8/2008, č.~10, s.~89-106. ISSN~1447-9524.
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