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@inproceedings{833406,
author = {Špaček, David and Nunvářová, Svatava},
address = {Bratislava},
booktitle = {State and Administration in a Changing World},
keywords = {quality management; citizens satisfaction},
howpublished = {tištěná verze "print"},
language = {eng},
location = {Bratislava},
isbn = {978-80-89013-44-9},
publisher = {NISPAcee},
title = {Quality Management and Citizens' Satisfaction - Selected Practice of Czech Public Administration},
year = {2009}
}
TY - JOUR
ID - 833406
AU - Špaček, David - Nunvářová, Svatava
PY - 2009
TI - Quality Management and Citizens' Satisfaction - Selected Practice of Czech Public Administration
PB - NISPAcee
CY - Bratislava
SN - 9788089013449
KW - quality management
KW - citizens satisfaction
N2 - The first part of the paper summarizes the specifics of quality in public administration. The second part introduces reflections of quality management in Czech public administration reform (within its policy context), and in real administrative practices of territorial self-governments which have been implementing various quality management instruments apparently more intensively than the central administration level. The research, the partial results of which are proposed for presentation and elaboration in the paper, is carried out within the framework of the project of the Czech Science Foundation no. 402/07/1486 "Measurement of Citizens' Satisfaction with Public Sector Services as Integral Part of Quality Management in Public Sector Organizations".
ER -
ŠPAČEK, David and Svatava NUNVÁŘOVÁ. Quality Management and Citizens' Satisfaction - Selected Practice of Czech Public Administration. In \textit{State and Administration in a Changing World}. Bratislava: NISPAcee, 2009, 24 pp. ISBN~978-80-89013-44-9.
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