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Scientific paper - Original scientific paper
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. & Špiranec, S. (2014). Mystery shopping in libraries : are we ready?. Qualitative and Quantitative Methods in Libraries - electronic journal, 3. (2), 433-442. Retrieved from 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, no. 2, 2014, pp. 433-442. https://urn.nsk.hr/urn:nbn:hr:131:910594

Banek Zorica, Mihaela, Tomislav Ivanjko and Sonja Špiranec. "Mystery shopping in libraries : are we ready?." Qualitative and Quantitative Methods in Libraries - electronic journal 3, no. 2 (2014): 433-442. https://urn.nsk.hr/urn:nbn:hr:131:910594

Banek Zorica, M., Ivanjko, T. and Špiranec, S. (2014) 'Mystery shopping in libraries : are we ready?', Qualitative and Quantitative Methods in Libraries - electronic journal, 3(2), pp. 433-442. Available at: https://urn.nsk.hr/urn:nbn:hr:131:910594 (Accessed 30 November 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 [cited 2024 November 30];3(2):433-442. Available at: https://urn.nsk.hr/urn:nbn:hr:131:910594

M. Banek Zorica, T. Ivanjko and S. Špiranec, "Mystery shopping in libraries : are we ready?", Qualitative and Quantitative Methods in Libraries - electronic journal, vol. 3, no. 2, pp. 433-442, 2014. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:131:910594. [Accessed: 30 November 2024]

Metadata
Title (english)Mystery shopping in libraries : are we ready?
AuthorMihaela Banek Zorica
AuthorTomislav Ivanjko
AuthorSonja Špiranec
Author's institutionUniversity of Zagreb
Faculty of Humanities and Social Sciences
(Department of information and Communication sciences)
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Abstract (english)
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.
Keywords (english)
Languageenglish
Publication typeScientific paper - Original scientific paper
Publication statusPublished
Peer reviewPeer review - international
Publication versionPublished version
Journal titleQualitative and Quantitative Methods in Libraries - electronic journal
Numberingvol. 3, no. 2, pp. 433-442
p-ISSN2241-1925
URN:NBNurn:nbn:hr:131:910594
Publication2014
Type of resourceText
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2022-10-20 11:50:19