About: Customer and Employee Views of Quality Attributes of Public Libraries

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An Entity of Type : http://linked.opendata.cz/ontology/domain/vavai/Vysledek, within Data Space : linked.opendata.cz associated with source document(s)

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rdf:type	skos:Concept http://linked.opendata.cz/ontology/domain/vavai/Vysledek
Description	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 %22user-based%22 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. 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 %22user-based%22 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. (en)
Title	Customer and Employee Views of Quality Attributes of Public Libraries Customer and Employee Views of Quality Attributes of Public Libraries (en)
skos:prefLabel	Customer and Employee Views of Quality Attributes of Public Libraries Customer and Employee Views of Quality Attributes of Public Libraries (en)
skos:notation	RIV/00216224:14560/09:00029554!RIV10-GA0-14560___
http://linked.open...avai/riv/aktivita	P
http://linked.open...avai/riv/aktivity	P(GA402/07/1486)
http://linked.open...iv/cisloPeriodika	8
http://linked.open...vai/riv/dodaniDat	2010
http://linked.open...aciTvurceVysledku	Nunvářová, Svatava Špaček, David Lukášová, Růžena
http://linked.open.../riv/druhVysledku	J - Článek v odborném periodiku
http://linked.open...iv/duvernostUdaju	S - Úplné a pravdivé údaje nepodléhající ochraně podle zvláštních právních předpisů
http://linked.open...titaPredkladatele	Masarykova univerzita / Ekonomicko-správní fakulta
http://linked.open...dnocenehoVysledku	308739
http://linked.open...ai/riv/idVysledku	RIV/00216224:14560/09:00029554
http://linked.open...riv/jazykVysledku	eng - angličtina
http://linked.open.../riv/klicovaSlova	Public Services; Public Libraries; Quality Management; Quality Criteria; Change Management (en)
http://linked.open.../riv/klicoveSlovo	Quality Management Change Management Public Libraries Public Services Quality Criteria
http://linked.open...odStatuVydavatele	US - Spojené státy americké
http://linked.open...ontrolniKodProRIV	[F7031A4D5BED]
http://linked.open...i/riv/nazevZdroje	The International Journal of Knowledge, Culture & Change Management
http://linked.open...in/vavai/riv/obor	AE
http://linked.open...ichTvurcuVysledku	3 (xsd:int)
http://linked.open...cetTvurcuVysledku	3 (xsd:int)
http://linked.open...vavai/riv/projekt	Measurement of Citizens' Satisfaction with Public Sector Services as Integral Part of Quality Management in Public Sector Organizations
http://linked.open...UplatneniVysledku	2009
http://linked.open...v/svazekPeriodika	Volume 9
http://linked.open...iv/tvurceVysledku	Špaček, David Nunvářová, Svatava Lukášová, Růžena
issn	1447-9524
number of pages	18 (xsd:int)
http://localhost/t...ganizacniJednotka	14560

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