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

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dc.contributor.authorOrlová, Jana
dc.contributor.authorPavelová, Alena
dc.date.accessioned2023-11-21T13:46:42Z
dc.date.available2023-11-21T13:46:42Z
dc.date.issued2016
dc.description.abstractThis 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.en
dc.identifier.urihttps://hdl.handle.net/20.500.14391/1063
dc.language.isoen
dc.rightshttp://purl.org/coar/access_right/c_abf2
dc.rights.licensehttps://creativecommons.org/licenses/by-nc-sa/4.0/
dc.sourceoai:repozitar.techlib.cz:1160
dc.subjectMystery Shoppingcs
dc.subjectNárodní technická knihovnacs
dc.subjectzlepšování služebcs
dc.subjectSWOT analýzacs
dc.subjectMystery Shoppingen
dc.subjectNational Library of Technologyen
dc.subjectimprovement of servicesen
dc.subjectSWOT analysisen
dc.subjectprůzkumycs
dc.subjectanalýzacs
dc.subjectknihovnycs
dc.subjectinformační službycs
dc.subjectexplorationen
dc.subjectanalysisen
dc.subjectlibrariesen
dc.subjectinformation servicesen
dc.subject.urihttp://psh.ntkcz.cz/skos/PSH8047
dc.subject.urihttp://psh.ntkcz.cz/skos/PSH11953
dc.subject.urihttp://psh.ntkcz.cz/skos/PSH6536
dc.subject.urihttp://psh.ntkcz.cz/skos/PSH6506
dc.titleReimagining academic library user experience: Using mystery shopping to inform service decisionmaking at the Czech National Library of Technologycs
dc.typeconference paper
dspace.entity.typePublication
idr.event.endDate2016-05-27
idr.event.locationLondon (GB)
idr.event.nameOriginal8th International Conference on Qualitative and Quantitative Methods in Libraries
idr.event.startDate2016-05-24
relation.isAuthorOfPublication63db13d6-1a31-4346-9395-52b800b5ec22
relation.isAuthorOfPublication7fda1dc3-c40d-41c3-a327-8d720644cef3
relation.isAuthorOfPublication.latestForDiscovery63db13d6-1a31-4346-9395-52b800b5ec22
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