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Service recovery at a financial institution

Leal, Rogério Puga; Pereira, Zulema Lopes - In: International journal of quality & reliability management 20 (2003) 6-7, pp. 646-663

Persistent link: https://www.econbiz.de/10006368102

Service recovery at a financial institution

Leal, Rogério Puga; Pereira, Zulema Lopes - In: International journal of quality & reliability management 20 (2003) 6-7, pp. 646-663

Persistent link: https://www.econbiz.de/10006369184

Training needs in TQM: the Portuguese perspective

Leal, Rogério Puga; Oliveira, Paula; Dias, José Mendonça - In: Enterprise and Work Innovation Studies 1 (2005) 1, pp. 65-74

A survey to assess training needs in TQM was developed in several European countries, within the framework of a Leonardo’s project named IMVOCED. Beyond a comparison of the results in each country, a global analysis was performed to design a TQM programme to be delivered by WBL (Work Based...

Persistent link: https://www.econbiz.de/10005731596

Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort

Patrício, Vera; Leal, Rogério Puga; Pereira, Zulema Lopes - In: Enterprise and Work Innovation Studies 2 (2006) 2, pp. 127-136

SERVQUAL is the most popular instrument to ascertain service quality. However, some debate exists about its ability to characterize different service environments. Furthermore, there is not a consensus about the inclusion of customer expectations in the model. The research presented in this...

Persistent link: https://www.econbiz.de/10005515991

Application of quality methodologies to the development of a website

Malarranha, Carlos; Puga-Leal, Rogério; Pereira, … - In: International journal of internet and enterprise … 5 (2007) 4, pp. 313-332

Persistent link: https://www.econbiz.de/10003771497

The NEP scale : a measure of network export performance

Lages, Luis Filipe; Silva, Graça; Styles, Chris; … - In: International business review : the official journal of … 18 (2009) 4, pp. 344-356

Persistent link: https://www.econbiz.de/10003873751

On the selection of significant variables from unreplicated factorial designs

Costa, Nuno Ricardo Pais; Palma, José; Pereira, Zulema … - In: International journal of productivity and quality … 12 (2013) 2, pp. 161-184

Persistent link: https://www.econbiz.de/10009766125

The role of TQM in strategic product innovation : an empirical assessment

Silva, Graça Miranda; Gomes, Paulo J.; Lages, Luis Filipe - In: International journal of operations & production … 34 (2014) 10, pp. 1307-1337

Persistent link: https://www.econbiz.de/10010423895

Editorial Note

Moniz, António; Leal, Rogério Puga - In: Enterprise and Work Innovation Studies 1 (2005) 1, pp. 7-7

Editorial

Persistent link: https://www.econbiz.de/10005731603

Editorial Note

Moniz, António; Leal, Rogério Puga - In: Enterprise and Work Innovation Studies 2 (2006) 2, pp. 7-8

Editorial note

Persistent link: https://www.econbiz.de/10005515992