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From Service Innovation to Sustainable Leadership

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dc.contributor.authorFirsová, Naděžda
dc.contributor.authorRyzhkov, Alexey
dc.date.accessioned2026-06-24T13:48:38Z
dc.date.available2026-06-24T13:48:38Z
dc.date.issued2026
dc.description.abstractThis case study discusses a holistic approach that has driven sustainable leadership: an open source Customer Relationship Management (CRM) system implemented at the National Library of Technology (NTK) in Prague. This NTK's CRM system, launched in 2019 as a bottom-up initiative and continuously improved over time, supports consultation services by tracking patron issues (improving quality of service provision), consultants (improving effectiveness of service provision), and management-related insights (e.g., improving efficiency, human resource management).en
dc.identifier.doihttps://doi.org/10.5281/zenodo.21639906
dc.identifier.urihttps://hdl.handle.net/20.500.14391/3689
dc.language.isoen
dc.publisherNational Library of Technology
dc.relation.referenceshttps://hdl.handle.net/20.500.14391/3699
dc.rightshttp://purl.org/coar/access_right/c_abf2
dc.rights.licensehttp://creativecommons.org/licenses/by/4.0/
dc.subjectsystém řízení vztahů se zákazníkycs
dc.subjectpřípadová studiecs
dc.subjectanalýza služebcs
dc.subjectinformační službacs
dc.subjectkonzultantcs
dc.subjectCRMcs
dc.subjectCustomer Relationship Managementcs
dc.subjectconsultanten
dc.subjectcase studyen
dc.subjectservice analysisen
dc.subjectinformation serviceen
dc.subjectCRMen
dc.subjectCustomer Relationship Managementen
dc.titleFrom Service Innovation to Sustainable Leadershipen
dc.title.alternativeCRM for Tracking and Analyzing Research Consultations at the National Library of Technology, Pragueen
dc.typeconference paper
dspace.entity.typePublication
idr.collection.conferencesVýstupy z dalších konferencí
idr.collection.educationPro knihovníky a informační specialisty
idr.collection.servicesAkademické služby
idr.collection.servicesDalší odborné služby
idr.event.endDate2026-07-03
idr.event.locationTrondheim, NO
idr.event.nameAlternateLIBER 2026en
idr.event.nameOriginal55th LIBER Annual Conferenceen
idr.event.startDate2026-07-01
idr.subjectCategoriesEngineering and technology::Electrical engineering, electronic engineering, information engineering
idr.subjectCategoriesNatural sciences::Computer and information sciences
idr.subjectCategoriesSocial sciences::Media and communications::Library science
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relation.isAuthorOfPublication02a84b39-4719-42a7-856c-0605c0376988
relation.isAuthorOfPublication.latestForDiscovery7d3179f4-e28e-45fa-bae1-8831f1c4407a
relation.isProjectOfPublicationb54b9a8d-779a-4b95-85ec-aa66a646d172
relation.isProjectOfPublication.latestForDiscoveryb54b9a8d-779a-4b95-85ec-aa66a646d172

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Firsova_From_Service_Innovation_Sustainable_Leadership.pdf
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Konferenční materiály
Akademické služby
Další odborné služby
Pro knihovníky a informační specialisty
Výstupy z dalších konferencí