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Statements

Subject Item
n2:RIV%2F00216224%3A14560%2F12%3A00059058%21RIV13-MSM-14560___
rdf:type
skos:Concept n16:Vysledek
dcterms:description
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).
dcterms:title
Quality criteria of Czech municipal offices – views of their employees Quality criteria of Czech municipal offices – views of their employees
skos:prefLabel
Quality criteria of Czech municipal offices – views of their employees Quality criteria of Czech municipal offices – views of their employees
skos:notation
RIV/00216224:14560/12:00059058!RIV13-MSM-14560___
n16:predkladatel
n17:orjk%3A14560
n3:aktivita
n9:S
n3:aktivity
S
n3:cisloPeriodika
5
n3:dodaniDat
n4:2013
n3:domaciTvurceVysledku
n14:3179346
n3:druhVysledku
n11:J
n3:duvernostUdaju
n13:S
n3:entitaPredkladatele
n7:predkladatel
n3:idSjednocenehoVysledku
163745
n3:idVysledku
RIV/00216224:14560/12:00059058
n3:jazykVysledku
n15:eng
n3:klicovaSlova
Quality Attributes; Public Services; Clients’ Satisfaction
n3:klicoveSlovo
n5:Quality%20Attributes n5:Public%20Services n5:Clients%E2%80%99%20Satisfaction
n3:kodStatuVydavatele
US - Spojené státy americké
n3:kontrolniKodProRIV
[9DDA9FFFCEA9]
n3:nazevZdroje
International Journal of Knowledge, Culture and Change Management
n3:obor
n18:AE
n3:pocetDomacichTvurcuVysledku
1
n3:pocetTvurcuVysledku
1
n3:rokUplatneniVysledku
n4:2012
n3:svazekPeriodika
11
n3:tvurceVysledku
Špaček, David
s:issn
1447-9524
s:numberOfPages
25
n10:organizacniJednotka
14560