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21.
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Avaliacao qualitativa no ambulatorio do Hospital Universitario Lauro Wanderley : com a palavra o usuario
by MEIRA, Roseana Maria. Material type:  Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Joao Pessoa : UFPB, 1996Dissertation note: Mestrado Universidade Federal da Paraiba Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.06M5148a] (1).
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22.
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Organizational capability : competing from the inside out
by Ulrich, David | LAKE, Dale. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: New York : John Wiley & Sons, 1990Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 2.14U45o] (1).
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23.
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The reinventor's fieldbook : tools for transforming your government / por David Osborne e Peter Plastrik. --
by Osborne, David | Plastrik, Peter. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: San Francisco : Jossey-Bass, 2000Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 658.40607 O814r] (1).
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24.
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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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25.
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Cliente e consultor : uma parceria para o desenvolvimento organizacional
by IANNINI, Pedro Paulo. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Niteroi : EDUFF, 1996Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 2.01I117c] (1).
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26.
|
Consumer as king in the NHS
by BOLTON, SHARON. 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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27.
|
Empowering the customer : the citizen in public sector reform / por Victor Ayeni. --
by Ayeni, Victor. Material type: Book; Format:
print
; Literary form:
Not fiction
Publisher: London : Commonwealth Secretariat, 2001Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 352.3 A976e] (1).
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28.
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Servico ao cliente : a reinvencao da gestao do atendimento ao cliente
by ALBRECHT, Karl | ZEMKE, Ron. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Rio de Janeiro : Campus, 2002Title translated: Service America in the new economy.Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 2.14A341s] (1).
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29.
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Harrods opts for drama-based learning Source: Human Resource Management International DigestMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Availability: Items available for reference: Biblioteca Graciliano Ramos (1).
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30.
|
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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31.
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Unidades de atendimento integrado : como implantar
by BRASIL. Ministério do Planejamento, Orçamento e Gestão. Secretaria de Gestão. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasilia : MP, 2002Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15B8233u] (4).
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32.
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Unidades de atención integrada : como implantar
by BRASIL. Ministério do Planejamento, Orçamento e Gestão.Secretaria de Gestão. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasilia : MP, 2002Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 1.15B8233ua] (3).
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33.
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Ritz Carlton employees go for gold Source: Human Resource Management International DigestMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: 2002Availability: Items available for reference: Biblioteca Graciliano Ramos (1).
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34.
|
Greek hidden champions : lessons from smal, little-know firms in Greece
by . Source: European Management JournalMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: 2000Availability: Items available for reference: Biblioteca Graciliano Ramos (1).
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35.
|
Winners are losers at "Captial Airport"
by STEIN, Mark. 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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36.
|
The challenge of the call center
by HUTTCHINSON, Sue | PURCELL, John | KINNIE, Nick. 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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37.
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Welcome breaks boosts customer service and employee morale
by SHAPPIRO, Andrew. Source: Human Resource Managemente International DigestMaterial type: Article; Literary form:
Not fiction
; Audience:
General;
Publisher: 2000Availability: Items available for reference: Biblioteca Graciliano Ramos (1).
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38.
|
Politicians, bureaucrats and administrative reform
by Pierre, Jon (Ed.). Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: London : Routledge, 2001Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 322.44 P7695] (1).
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39.
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Sistemas de atendimento ao cidadão : experiências brasileiras
by RAMOS, Danielly Silva. Material type: Book; Literary form:
Not fiction
; Audience:
General;
Publisher: Brasília : ENAP, 1997Availability: Items available for loan: Biblioteca Graciliano Ramos [Call number: 4.003R1753s] (2). On order (1).
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40.
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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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