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Mystery shopping : A tool to develop insight into customer service provision

by WIELE, Ton Van der | HESSELINK, Martin | IWAARDEN, Jos Van.

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

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2.
An international comparison of the perceptions about the revised ISO 9000 quality system standards

by WIELE, Ton van der | IWAARDEN, Jos van | BROWN, Alan | STEIMLE, Ulrich | ZINK, Klaus J.

Source: Total Quality Management & Business ExcellenceMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: UK : Routledge, mar./abr. 2009Availability: 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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