O uso da técnica cliente oculto como ferramenta de avaliação do atendimento aos usuários de bibliotecas públicas: uma experiência brasileira na graduação de Biblioteconomia
In the context of a brief review of some methods and techniques found in the literature on the subject of service evaluation, this article reports the experience of the application of the mystery shopping technique for the assessment of service attendance to the public in a network of public librari...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universidad de Antioquía
2012-01-01
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| Series: | Revista Interamericana de Bibliotecología |
| Subjects: | |
| Online Access: | http://aprendeenlinea.udea.edu.co/revistas/index.php/RIB/article/view/13332/11931 |