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Statements

Subject Item
n2:RIV%2F00216224%3A14560%2F09%3A00029554%21RIV10-GA0-14560___
rdf:type
n16:Vysledek skos:Concept
dcterms: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.
dcterms:title
Customer and Employee Views of Quality Attributes of Public Libraries Customer and Employee Views of Quality Attributes of Public Libraries
skos:prefLabel
Customer and Employee Views of Quality Attributes of Public Libraries Customer and Employee Views of Quality Attributes of Public Libraries
skos:notation
RIV/00216224:14560/09:00029554!RIV10-GA0-14560___
n3:aktivita
n15:P
n3:aktivity
P(GA402/07/1486)
n3:cisloPeriodika
8
n3:dodaniDat
n14:2010
n3:domaciTvurceVysledku
n4:3179346 n4:2390809 n4:2041030
n3:druhVysledku
n11:J
n3:duvernostUdaju
n6:S
n3:entitaPredkladatele
n10:predkladatel
n3:idSjednocenehoVysledku
308739
n3:idVysledku
RIV/00216224:14560/09:00029554
n3:jazykVysledku
n18:eng
n3:klicovaSlova
Public Services; Public Libraries; Quality Management; Quality Criteria; Change Management
n3:klicoveSlovo
n8:Quality%20Criteria n8:Public%20Libraries n8:Quality%20Management n8:Change%20Management n8:Public%20Services
n3:kodStatuVydavatele
US - Spojené státy americké
n3:kontrolniKodProRIV
[F7031A4D5BED]
n3:nazevZdroje
The International Journal of Knowledge, Culture & Change Management
n3:obor
n13:AE
n3:pocetDomacichTvurcuVysledku
3
n3:pocetTvurcuVysledku
3
n3:projekt
n17:GA402%2F07%2F1486
n3:rokUplatneniVysledku
n14:2009
n3:svazekPeriodika
Volume 9
n3:tvurceVysledku
Nunvářová, Svatava Lukášová, Růžena Špaček, David
s:issn
1447-9524
s:numberOfPages
18
n9:organizacniJednotka
14560