| ŠPAČEK, David, Růžena LUKÁŠOVÁ a Svatava NUNVÁŘOVÁ. Customer and Employee Views of Quality Attributes of Public Libraries. The International Journal of Knowledge, Culture & Change Management. Common Ground Publishing, 2009, Volume 9, č. 8, s. 33 - 51, 18 s. ISSN 1447-9524. |
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@article{852012,
author = {Špaček, David and Lukášová, Růžena and Nunvářová, Svatava},
article_number = {8},
keywords = {Public Services; Public Libraries; Quality Management; Quality Criteria; Change Management},
language = {eng},
issn = {1447-9524},
journal = {The International Journal of Knowledge, Culture & Change Management},
title = {Customer and Employee Views of Quality Attributes of Public Libraries},
volume = {Volume 9},
year = {2009}
}
TY - JOUR
ID - 852012
AU - Špaček, David - Lukášová, Růžena - Nunvářová, Svatava
PY - 2009
TI - Customer and Employee Views of Quality Attributes of Public Libraries
JF - The International Journal of Knowledge, Culture & Change Management
VL - Volume 9
IS - 8
SP - 33 - 51
EP - 33 - 51
PB - Common Ground Publishing
SN - 14479524
KW - Public Services
KW - Public Libraries
KW - Quality Management
KW - Quality Criteria
KW - Change Management
N2 - Based on empirical findings and the development of the service quality concept, service quality is now often believed to be the antecedent of customer satisfaction. The "user-based" approach towards the definition of quality is not only emphasized in the private, but also in the public sector. Accomplishment of such approach in practice requires certain level of accordance between client's and provider's understanding of the quality however. The paper presents the results of the qualitative research, the objective of which was to identify the degree of agreement on perceived quality attributes of employees and clients of public libraries. Quality attributes of librarian services were identified on the basis of individual interviews and views of both groups of respondents were compared. On the basis of the comparison potential risks were specified concerning the efficiency of reaching public libraries' clients satisfaction.
ER -
ŠPAČEK, David, Růžena LUKÁŠOVÁ a Svatava NUNVÁŘOVÁ. Customer and Employee Views of Quality Attributes of Public Libraries. \textit{The International Journal of Knowledge, Culture \&{} Change Management}. Common Ground Publishing, 2009, Volume 9, č.~8, s.~33 - 51, 18 s. ISSN~1447-9524.
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