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Satysfakcja Klienta Jako Kluczowy Czynnik Sukcesu Biblioteki

URN to cite this document:
urn:nbn:de:bvb:355-epub-35160
Ball, Rafael
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Date of publication of this fulltext: 05 Aug 2009 13:43


Abstract

Evaluation and long-term assurance of customer satisfaction are integral elements of quality management in libraries. Quality defined as " all features and functions of a product or service that influence the way that product or service meets certain specified demands" (EOQ , 1976) is subjective in the case of each individual customer but the opinions of those customers make the basis for general ...

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