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1.
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Atendimento novo, vida nova
by BRASIL. Secretaria de Administração Federal. Edition: 3. edMaterial type:  Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasília : SAF, 1990Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15 B8233a] (1).
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2.
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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; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasilia : MARE, 1998Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.18B8233p] (2).
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3.
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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; Literary form:
Not fiction
; Audience:
General;
Publisher: Montevideo : PRONADE, 1996Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15U825m] (1).
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4.
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Guía para la implantación de cartas de servicios Material type: 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).
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5.
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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; 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).
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6.
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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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7.
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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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8.
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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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9.
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Good practices in citizen-centred service
by BLYTHE, D. Marie | MARSON, D. Brian. Material type: 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).
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10.
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In the public's service Source: Public Sector: Journal of the Institute of Public Administration New ZealandMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: New Zealand : IPANZ, oct. 2010Availability: No items available
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11.
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the Impact of customer relationship management through implementation of information systems
by KU, Edward C. S. Source: Total Quality Management & Business ExcellenceMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: Oxfordshire : Routledge, nov./dec. 2010Availability: No items available
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12.
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Citizen, customer, partner : engaging the public in public management
by Thomas, John Clayton. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Armonk : M. E. Sharpe, 2012Availability: Items available for reference: Biblioteca Graciliano Ramos [Call number: 1.15T4584c] (1).
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