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1.
The hotel where staff give marks out of ten on their guests

Source: Human Resource Management International DigestMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: 2001Availability: Items available for reference: Biblioteca Graciliano Ramos (1).

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2.
Market orientation applied to police service strategies

by LAING, Andrew | RICHARDSON, Neil.

Source: The International Journal of Public Sector ManagementMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: 2000Availability: Items available for reference: Biblioteca Graciliano Ramos (1).

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3.
The case for the inexperienced user : rethinking filter questions in citizen satisfaction surveys

by KELLY, Janet; SWINDELL, David.

Source: The American Review of Public AdministrationMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: Thousand Oaks : Sage Publications, March 2003Availability: No items available

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4.
Patient satisfaction in a preoperative assessment clinic : an analysis using SERVQUAL dimensions

by PAKDIL, Fatma | HARWOOD, Timothy N.

Source: Total Quality Management & Business ExcellenceMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: UK : Routledge, January 2005Availability: No items available

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5.
An empirical analysis of customer-oriented service activities in the Taiwanese public sector

by CHEN, Chi-kuang | YU, Chang-hsi | CHANG, Hsiu-chen.

Source: Total Quality Management & Business ExcellenceMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: UK : Routledge, September 2005Availability: No items available

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6.
Analysing service quality : The case of a US military club

by BARNES, Bradley R | SHEYS, Tom | MORRIS, D. S.

Source: Total Quality Management & Business ExcellenceMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: UK : Routledge, October- November 2005Availability: No items available

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7.
Alchemy :

by ANTONACOPOULOU, Elena | KANDAMPULLY, Fay.

Source: The Learning Organization : an international journalMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: West Yorkshire, England : MCB University Press, 2000Availability: No items available

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Escola Nacional de Administração Pública

Escola Nacional de Administração Pública

Endereço:

  • Biblioteca Graciliano Ramos
  • Funcionamento: segunda a sexta-feira, das 9h às 19h
  • +55 61 2020-3139 / biblioteca@enap.gov.br
  • SPO Área Especial 2-A
  • CEP 70610-900 - Brasília/DF
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