Publication details
Pojem kvalita v kontextu řízení kvality v organizacích poskytujících služby
| Title in English | The Concept of Quality in the Context of Quality management in Service Providing Organizations |
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| Authors | |
| Year of publication | 2007 |
| Type | Article in Proceedings |
| Conference | Research in the area of economics and company management |
| MU Faculty or unit | |
| Citation | |
| Field | Economy |
| Keywords | quality quality management services mental map |
| Description | The contribution focuses on the content of the concept of quality in the mind of employees of an organization and his consequences for services quality management. In the first part of the contribution, the authors explain the significance of services quality management and the relationship between systems of quality management and organizational culture. In the next part, the consequences of different percieving of the quality within the organization is explained. In the last, key part of the contribution the mental map technique as the original and advanced qualitative method applicable for ascertaining of the content of the concept of quality in the mind of people is introduced and discussed. |
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