Customer and Employee Views of Quality Attributes of Public Libraries

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Customer and Employee Views of Quality Attributes of Public Libraries

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Customer and Employee Views of Quality Attributes of Public Libraries

Popis výsledku anglicky

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.

Druh

J_x - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

<a href="/cs/project/GA402%2F07%2F1486" target="_blank" >GA402/07/1486: Měření spokojenosti občanů s veřejnými službami jako součást řízení kvality v organizacích veřejného sektoru</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2009

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

The International Journal of Knowledge, Culture & Change Management

ISSN

1447-9524

e-ISSN

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Svazek periodika

Volume 9

Číslo periodika v rámci svazku

8

Stát vydavatele periodika

US - Spojené státy americké

Počet stran výsledku

18

Strana od-do

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Kód UT WoS článku

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EID výsledku v databázi Scopus

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