Publikace:
Reimagining academic library user experience: Using mystery shopping to inform service decisionmaking at the Czech National Library of Technology

Datum
2016-05-25
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This paper describes how the Czech National Library of Technology (NTK) performed mystery shopping (MS), a technique borrowed from the commercial services sector, as a tool for informing its service decisions and offerings, both virtual and in-person. The methodologies used for two rounds of MS, one in 2014 and another in 2015, are described, and findings and interpretation of feedback in relation to actual NTK service modifications are presented.

Popis
Klíčová slova
Mystery Shopping, Národní technická knihovna, zlepšování služeb, SWOT analýza, Mystery Shopping, National Library of Technology, improvement of services, SWOT analysis
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