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Pregled bibliografske jedinice broj: 703324

Mystery Shopping in Libraries: are we ready?


Banek Zorica, Mihaela; Ivanjko, Tomislav; Špiranec, Sonja
Mystery Shopping in Libraries: are we ready? // Qualitative and Quantitative Methods in Libraries - electronic journal, 2 (2014), 433-442 (podatak o recenziji nije dostupan, članak, znanstveni)


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Naslov
Mystery Shopping in Libraries: are we ready?

Autori
Banek Zorica, Mihaela ; Ivanjko, Tomislav ; Špiranec, Sonja

Izvornik
Qualitative and Quantitative Methods in Libraries - electronic journal (2241-1925) 2 (2014); 433-442

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
mystery shopping ; libraries ; customer statsfaction

Sažetak
This paper will provide insight into theoretical background of mystery shopping techniques and show its transfer from the business sector to successful implementation in non-profit institutions, primarily focusing on libraries. Literature review will cover main researches related to implementation of mystery shopping in libraries, as well as a pilot research from the authors where theoretical assumptions were subjected to real world conditions. In the end, the authors will, based on selected examples form the literature, as well as their own research, try to give recommendations and guidelines for future implementations of mystery shopping in libraries. The research will try to show in what ex tent are librarians ready for increasingly competitive field of providing information services by adopting business methods of service evaluation and how mystery shopping technique can be implemented together with other standard methods, such as surveys or interviews, in order to increase customer satisfaction and improve standards of library service.

Izvorni jezik
Engleski

Znanstvena područja
Informacijske i komunikacijske znanosti



POVEZANOST RADA


Projekt / tema
130-1301799-1755 - Organizacija, upravljanje i razmjena znanja u elektroničkom obrazovnom okruženju (Jadranka Lasić-Lazić, )

Ustanove
Filozofski fakultet, Zagreb

Citiraj ovu publikaciju

Banek Zorica, Mihaela; Ivanjko, Tomislav; Špiranec, Sonja
Mystery Shopping in Libraries: are we ready? // Qualitative and Quantitative Methods in Libraries - electronic journal, 2 (2014), 433-442 (podatak o recenziji nije dostupan, članak, znanstveni)
Banek Zorica, M., Ivanjko, T. & Špiranec, S. (2014) Mystery Shopping in Libraries: are we ready?. Qualitative and Quantitative Methods in Libraries - electronic journal, 2, 433-442.
@article{article, year = {2014}, pages = {433-442}, keywords = {mystery shopping, libraries, customer statsfaction}, journal = {Qualitative and Quantitative Methods in Libraries - electronic journal}, volume = {2}, issn = {2241-1925}, title = {Mystery Shopping in Libraries: are we ready?}, keyword = {mystery shopping, libraries, customer statsfaction} }

Časopis indeksira:


  • Web of Science Core Collection (WoSCC)
    • Emerging Sources Citation Index (ESCI)