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  • Abstract: Quality management initiatives represent visible parts of public administration reforms and modernizations. It is now rare for a government statement about public services not to mention the idea of ‘improvement’ and, often in the same breath, of ‘quality’ (Gaster and Squires, 2003). Throughout the 1980s, both applied and academic researchers focused on service quality attributes in order to operationalize the customer satisfaction construct (Allen, 2004). The aim to uncover the general, universal services attributes that contribute most significantly to relevant quality assessment has been apparent particularly in research in private sector organizations. In recent years, there have been some attempts at verifying the usability of the attributes and the tools based on them to measure the quality of public services (Lukášová, 2008).
  • Abstract: Quality management initiatives represent visible parts of public administration reforms and modernizations. It is now rare for a government statement about public services not to mention the idea of ‘improvement’ and, often in the same breath, of ‘quality’ (Gaster and Squires, 2003). Throughout the 1980s, both applied and academic researchers focused on service quality attributes in order to operationalize the customer satisfaction construct (Allen, 2004). The aim to uncover the general, universal services attributes that contribute most significantly to relevant quality assessment has been apparent particularly in research in private sector organizations. In recent years, there have been some attempts at verifying the usability of the attributes and the tools based on them to measure the quality of public services (Lukášová, 2008). (en)
Title
  • Quality criteria of Czech municipal offices – views of their employees
  • Quality criteria of Czech municipal offices – views of their employees (en)
skos:prefLabel
  • Quality criteria of Czech municipal offices – views of their employees
  • Quality criteria of Czech municipal offices – views of their employees (en)
skos:notation
  • RIV/00216224:14560/12:00059058!RIV13-MSM-14560___
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http://linked.open...iv/duvernostUdaju
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http://linked.open...dnocenehoVysledku
  • 163745
http://linked.open...ai/riv/idVysledku
  • RIV/00216224:14560/12:00059058
http://linked.open...riv/jazykVysledku
http://linked.open.../riv/klicovaSlova
  • Quality Attributes; Public Services; Clients’ Satisfaction (en)
http://linked.open.../riv/klicoveSlovo
http://linked.open...odStatuVydavatele
  • US - Spojené státy americké
http://linked.open...ontrolniKodProRIV
  • [9DDA9FFFCEA9]
http://linked.open...i/riv/nazevZdroje
  • International Journal of Knowledge, Culture and Change Management
http://linked.open...in/vavai/riv/obor
http://linked.open...ichTvurcuVysledku
http://linked.open...cetTvurcuVysledku
http://linked.open...UplatneniVysledku
http://linked.open...v/svazekPeriodika
  • 11
http://linked.open...iv/tvurceVysledku
  • Špaček, David
issn
  • 1447-9524
number of pages
http://localhost/t...ganizacniJednotka
  • 14560
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