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1. Measuring customer satisfaction : survey design, use and statistical analysis methods

by HAYES, Bob E.

Edition: 2. edMaterial type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Milwaukee : ASQ Quality , 1997Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15H4171m] (1).

2. Atendimento novo, vida nova

by BRASIL. Secretaria de Administração Federal.

Edition: 3. edMaterial type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Brasília : SAF, 1990Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15 B8233a] (1).

3. Pesquisa de satisfação dos clientes externos do MARE : relatório final

by BRASIL. Ministério da Administração Federal e Reforma do Estado.

Material type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Brasilia : MARE, 1998Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.18B8233p] (2).

4. Manual para la señalizacion de oficinas y creacion de unidades de atencion al publico : Programa Nacional de Desburocratizacion

by URUGUAI. Secretaria de la Presidencia de la Republica.

Material type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Montevideo : PRONADE, 1996Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15U825m] (1).

5. The changing public sector : a practical management guide

by PROWLE, Malcolm.

Material type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Aldershot : Gower, 2000Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.06P9698c] (1).

6. Guía para la implantación de cartas de servicios

Material type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Madrid : Ministerio de Administraciones Públicas, 2000Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15G896g] (2).

7. Complaints procedures in local government : informing your customers

by BRENNAN, Carol | DOUGLAS, Alex.

Source: The International Journal of Public Sector ManagementMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: 2002Availability: Items available for reference: Biblioteca Graciliano Ramos (1).

8. Dynamic model of customer loyalty to sustain competitive advantage on the Web

by VERONA, Gianmario | PRANDELLI, Emanuela.

Source: European Management JournalMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: 2002Availability: Items available for reference: Biblioteca Graciliano Ramos (1).

9. Pesquisas de satisfação dos usuários dos serviços públicos : conceitos e instrumentos

by BRASIL. MINISTÉRIO DO PLANEJAMENTO, ORÇAMENTO E GESTÃO.

Material type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Brasilia : ENAP, 2002Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15B8233p] (3). On order (1).

10. Forte proves link between training and customer satisfaction

by Gavin Eccles.

Source: Human Resource Management International DigestMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: 2000Availability: Items available for reference: Biblioteca Graciliano Ramos (1).

11. Estratégias de orientação para o usuário-cidadão

Material type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Brasilia : ENAP, 2001Availability: No items available On order (1).

12. End-User Satiafation and Design Features of Public Agencies

by CALLAHAN, Richard F.; GILBERT, Ronald G.

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

13. Customers as Good Soldiers : examining citizenship behaviors in Internet Service Deliveries

by GROTH, Markus.

Source: J.O.M - Journal of ManagementMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: Lodon : Sage, February 2005Online access: Click here to access online Availability: No items available

14. 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

15. 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 Article; Literary form: Not fiction ; Audience: General; Publisher: Armonk, NY : M.E. Sharpe, June 2006Availability: No items available

16. Good practices in citizen-centred service

by BLYTHE, D. Marie | MARSON, D. Brian.

Material type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Ottawa : Canadian Centre for Management Development, 1999Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.19B6615g] (1).

17. Client satisfaction surveying: Common measurements tool

by SCHMIDT, Faye | STRICKLAND, Teresa.

Material type: book Book; Literary form: Not fiction ; Audience: General; Publisher: Ottawa : Canadian Centre for Management Development, 1998Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15S3491c] (1).

18. Squaring customer demands, brand strength, and production requirements : a case example of an integrated product and branding strategy

by HERRMANN, Andreas | HENNEBERG, Stephan C | LANDWEHR, Jan.

Source: Total Quality Management & Business ExcellenceMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: Oxfordshire : Routledge, Sept./Oct. 2010Availability: No items available

19. Emotion in a call centre SME : a case study of positive emotion management

by KOSKINA, Aikaterini | KEITHLEY, Don.

Source: European Management JournalMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: Oxford : Elsevier, june 2010Availability: No items available

20. In the public's service

Source: Public Sector: Journal of the Institute of Public Administration New ZealandMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: New Zealand : IPANZ, oct. 2010Availability: No items available

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