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1.
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

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2.
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

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3.
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

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4.
Evaluating satisfaction with PCM services for school construction : a case study of primary school projects

by CHEN, Wei Tong | LIAO, Shen Li | LU, Chun Sheng | MORTIS, Leonard.

Source: International Journal of Project ManagementMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: Oxford : Elsevier, apr. 2010Availability: No items available

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5.
Patterns of empowerment and leadership style in project environment

by NAUMAN, Shazia | KHAN,Azhar Mansur | EHSAN, Nadeem.

Source: International Journal of Project ManagementMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: Oxford : Elsevier, oct. 2010Availability: No items available

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6.
Customer satisfaction in Indian commercial banks through total quality management approach

by LENKA, Usha | SUAR, Damodar | MORAPATRA, Pratap K. J.

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

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7.
Can user perception influence the quality of water services? Evidence from León, Nicaragua

by VÁSQUEZ, Willian F | TRUDEAU, Jennifer | FRANCESCHI, Dina.

Source: International Review of Administrative SciencesMaterial type: article Article; Literary form: Not fiction ; Audience: General; Publisher: Sage, sept. 2011Availability: 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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