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1.
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Measuring customer satisfaction : survey design, use and statistical analysis methods / por Bob E. Hayes. --
by Hayes, Bob E. Edition: 2. ed.Material type:  Book; Format:
print
; Literary form:
Not fiction
Publisher: Wisconsin, EUA : ASQ Quality , 1997Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 658.812 H4171m] (1).
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2.
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Atendimento novo, vida nova!
by Brasil. Secretaria de Administração Federal. Departamento de Modernização Administrativa. Edition: 3. edMaterial type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Brasília : SAF, 1990Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 658.812 B7364a] (1).
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3.
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Pesquisa de satisfação dos clientes externos do MARE : relatório final
by Brasil. Ministério da Administração Federal e Reforma do Estado. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Brasilia : MARE, 1998Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 352.35 P474] (1).
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4.
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Administração estratégica de serviços : operações para a satisfação do cliente / por Irineu G. N. Gianesi e Henrique Luiz Corrêa. --
by Gianesi, Irineu G. N | Corrêa, Henrique Luiz. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: São Paulo : Atlas, 1994Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 658 G433a] (1).
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5.
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Encantando o cliente : externo e interno / por Julio Lobos. --
by Lobos, Julio. Edition: 8.ed.Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: São Paulo : J. Lobos, 1993Availability: Items available for reference: Biblioteca Graciliano Ramos [Call number: 658.4013 L799e] (1).
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6.
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Manual para la señalizacion de oficinas y creacion de unidades de atencion al publico
by Uruguai. Secretaria de la Presidencia de la Republica. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Montevidéu : PRONADE, 1996Availability: Items available for reference: Biblioteca Graciliano Ramos [Call number: 658.812 M294] (1).
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7.
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Guía para la implantación de cartas de servicios
by España. Ministerio de Administraciones Públicas. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Madrid : Ministerio de Administraciones Públicas, 2000Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 352.3570946 G9431] (2).
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8.
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Complaints procedures in local government : informing your customers
by BRENNAN, Carol | DOUGLAS, Alex. Source: The International Journal of Public Sector ManagementMaterial type:  Article; Literary form:
Not fiction
; Audience:
General;
Publisher: 2002Availability: Items available for reference: Biblioteca Graciliano Ramos (1).
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9.
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Dynamic model of customer loyalty to sustain competitive advantage on the Web
by VERONA, Gianmario | PRANDELLI, Emanuela. Source: European Management JournalMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: 2002Availability: Items available for reference: Biblioteca Graciliano Ramos (1).
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10.
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Pesquisas de satisfação dos usuários dos serviços públicos : conceitos e instrumentos.
by Brasil. Ministério do Planejamento, Orçamento e Gestão. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Brasilia : ENAP, 2002Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 352.669 P474] (3). On order (1).
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11.
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Forte proves link between training and customer satisfaction
by Gavin Eccles. Source: Human Resource Management International DigestMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: 2000Availability: Items available for reference: Biblioteca Graciliano Ramos (1).
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12.
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Estratégias de orientação para o usuário-cidadão Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasilia : ENAP, 2001Availability: No items available On order (1).
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13.
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Termo de referência
by Brasil. Ministério do Planejamento, Orçamento e Gestão. Secretária de Gestão. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Brasilia : MP, 2001Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 352.357 T319] (1).
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14.
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Citizens first
by Canadian Centre for Management Development. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Ottawa : Canadian Centre for Management Development; Citizen-Centred Service Network, 1998Other title: Les citoyens d'abord.Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 352.3570971 C5812] (1).
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15.
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End-User Satiafation and Design Features of Public Agencies
by CALLAHAN, Richard F.; GILBERT, Ronald G. Source: American Review of Public AdministrationMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: Thousand Oaks : Sage Publications, September 2003Availability: No items available
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16.
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Customers as Good Soldiers : examining citizenship behaviors in Internet Service Deliveries
by GROTH, Markus. Source: J.O.M - Journal of ManagementMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: Lodon : Sage, February 2005Online access: Click here to access online Availability: No items available
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17.
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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; Literary form:
Not fiction
; Audience:
General;
Publisher: UK : Routledge, June 2005Availability: No items available
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18.
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Assessing the relation between satisfaction with public service delivery and trust in government : the impact of the predisposition of citizens toward government on evalutions of its performance
by KAMPEN, Jarl K | WALLE, Steven Van de | Bouckaert, Geert. Source: Public Performance & Management ReviewMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: Armonk, NY : M.E. Sharpe, June 2006Availability: No items available
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19.
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Good practices in citizen-centred service / por D. Marie Blythe e D. Brian Marson. --
by Blythe, D. Marie | Marson, D. Brian. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: Ottawa : Canadian Centre for Management Development, 1999Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 352.63 B6615g] (1).
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20.
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Client satisfaction surveying: Common measurements tool / por Faye Schmidt e Teresa Strickland. --
by Schmidt, Faye | Strickland, Teresa. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: [Ottawa?] : Canadian Centre for Management Development, 1998Availability: Items available for reference: Biblioteca Graciliano Ramos [Call number: 658.8120971 S3491c] (1).
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