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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