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Mystery shopping in libraries : are we ready?
Qualitative and Quantitative Methods in Libraries - electronic journal, 3 (2014), 2; 433-442. urn:nbn:hr:131:910594
Banek Zorica, Mihaela; Ivanjko, Tomislav; Špiranec, Sonja

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Banek Zorica, M., Ivanjko, T. i Špiranec, S. (2014). Mystery shopping in libraries : are we ready?. Qualitative and Quantitative Methods in Libraries - electronic journal, 3. (2), 433-442. Preuzeto s https://urn.nsk.hr/urn:nbn:hr:131:910594

Banek Zorica, Mihaela, et al. "Mystery shopping in libraries : are we ready?." Qualitative and Quantitative Methods in Libraries - electronic journal, vol. 3, br. 2, 2014, str. 433-442. https://urn.nsk.hr/urn:nbn:hr:131:910594

Banek Zorica, Mihaela, Tomislav Ivanjko i Sonja Špiranec. "Mystery shopping in libraries : are we ready?." Qualitative and Quantitative Methods in Libraries - electronic journal 3, br. 2 (2014): 433-442. https://urn.nsk.hr/urn:nbn:hr:131:910594

Banek Zorica, M., Ivanjko, T. i Špiranec, S. (2014) 'Mystery shopping in libraries : are we ready?', Qualitative and Quantitative Methods in Libraries - electronic journal, 3(2), str. 433-442. Preuzeto s: https://urn.nsk.hr/urn:nbn:hr:131:910594 (Datum pristupa: 23.04.2024.)

Banek Zorica M, Ivanjko T, Špiranec S. Mystery shopping in libraries : are we ready?. Qualitative and Quantitative Methods in Libraries - electronic journal [Internet]. 2014. [pristupljeno 23.04.2024.];3(2):433-442. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:131:910594

M. Banek Zorica, T. Ivanjko i S. Špiranec, "Mystery shopping in libraries : are we ready?", Qualitative and Quantitative Methods in Libraries - electronic journal, vol. 3, br. 2, str. 433-442, 2014. [Online]. Dostupno na: https://urn.nsk.hr/urn:nbn:hr:131:910594. [Citirano: 23.04.2024.]

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Podaci o radu
Naslov (engleski)Mystery shopping in libraries : are we ready?
AutorMihaela Banek Zorica
AutorTomislav Ivanjko
AutorSonja Špiranec
Autorova ustanovaSveučilište u Zagrebu
Filozofski fakultet
(Odsjek za informacijske i komunikacijske znanosti)
Znanstveno / umjetničko
područje, polje i grana		DRUŠTVENE ZNANOSTI
Informacijske i komunikacijske znanosti
Sažetak (engleski)
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.
Ključne riječi (engleski)
Jezikengleski
Vrsta publikacijeZnanstveni rad - Izvorni znanstveni rad
Status objaveObjavljen
Vrsta recenzijeRecenziran - međunarodna recenzija
Verzija publikacijeObjavljena verzija rada (izdavačev PDF)
Naslov časopisaQualitative and Quantitative Methods in Libraries - electronic journal
Brojčani podacivol. 3, br. 2, str. 433-442
p-ISSN2241-1925
URN:NBNurn:nbn:hr:131:910594
Datum objave publikacije2014
Vrsta resursaTekst
Prava pristupaOtvoreni pristup
Uvjeti korištenjaIkona licence Zaštićeno autorskim pravom.
Datum i vrijeme pohrane2022-10-20 11:50:19