Customer and Employee Views of Quality Attributes of Public Libraries
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F09%3A00029554" target="_blank" >RIV/00216224:14560/09:00029554 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
Customer and Employee Views of Quality Attributes of Public Libraries
Original language 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 "user-based" approach towards the definition of quality is not only emphasized in theprivate, 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.
Czech name
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Czech description
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Classification
Type
J<sub>x</sub> - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)
CEP classification
AE - Management, administration and clerical work
OECD FORD branch
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Result continuities
Project
<a href="/en/project/GA402%2F07%2F1486" target="_blank" >GA402/07/1486: Measurement of Citizens' Satisfaction with Public Sector Services as Integral Part of Quality Management in Public Sector Organizations</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)
Others
Publication year
2009
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
The International Journal of Knowledge, Culture & Change Management
ISSN
1447-9524
e-ISSN
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Volume of the periodical
Volume 9
Issue of the periodical within the volume
8
Country of publishing house
US - UNITED STATES
Number of pages
18
Pages from-to
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UT code for WoS article
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EID of the result in the Scopus database
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