poms : Blog Engenharia de Produção
Postado por admin àsagosto - 5 - 2011 0 Comentário

BATTAGLIA, D. ; BORCHARDT, Miriam ; SELLITTO, M. ; PEREIRA, Giancarlo Medeiros . Service recovery dimensions: a case study in a technological product company. In: QUIS 12 – International Symposium on Service Excellence in Management, 2011, 2011, Ithaca, New York, USA. Proceedings of the QUIS 12 – International Symposium on Service Excellence in Management, 2011. New York : POMS College of Services, 2011.

AMORIM, L. ; LIBRELATO, T. ; PEREIRA, Giancarlo Medeiros ; BORCHARDT, Miriam; SELLITTO, M. . Co-creating value in health services: an analysis of physician-hospital interface. In: QUIS 12 – International Symposium on Service Excellence in Management, 2011, 2011, Ithaca, New York, USA. Proceedings of the QUIS 12 – International Symposium on Service Excellence in Management, 2011. New York : POMS College of Service, 2011.

MENEZES, L. ; LIBRELATO, T. ; BORCHARDT, Miriam ; PEREIRA, Giancarlo
Medeiros ; SELLITTO, M. . Contributions of quality function deployment (QFD) for quality management of hybrid services. In: QUIS 12 – International Symposium on Service Excellence in Management, 2011, 2011, Ithaca, New York, USA. Proceedings of the QUIS 12 – International Symposium on Service Excellence in Management, 2011. New York : POMS College of Service, 2011.