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Supervision of PhD Students

(2013) The strategic importance of function designing in a cal center context
Business Management
(ongoing) The impact of governance models on the performance of public non-higher education institutions
Business Management
(ongoing) The importance of strategic planning for the effectiveness of municipal spending
Business Management

Publications

(2019) Economia social - olhares cruzados. Coimbra: Almedina.
Authors
(2015) Avaliação de Transparência Online: o caso do SIADAP das Direcções Gerais.
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(2015) Integration and cocreation for better public services: a study based on the Portuguse Citizen's Shop case.
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(2015) Looking after consumers' right to information: the role of water invoives.
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(2015) Comportamentos de reclamação: estudo de caso nos serviços de água e saneamento de Montemor-o-Velho.
Authors
(2015) Online transparency assessment: The case of Directorate-Generals and SIADAP. 1-6.
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(2015) Melhorar a comunicação entre entidades gestoras e clientes domésticos: o papel das faturas.
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(2016) Design Thinking and QFD: two sides of the same coin?. 87-99.
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(2016) Linking performance evaluation systems to quality assessment models: the case of the Portuguese Directorates-General. 1232-1246.
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(2016) How is transparency being regarded in education management literature?. 367-380.
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(2016) A typology of customer-to-customer interaction and its implications for excellence in service provision. 1247-1257.
Authors
(2017) TRANSPARÊNCIA DAS INSTITUIÇÕES DE ENSINO SUPERIOR: COMUNICAÇÃO COM A COMUNIDADE EMPRESARIAL. 158-173.
Authors
(2018) Are vulnerable customers being left behind by voice mechanisms embedded in quality models?. 523-534.
Authors
(2018) Governança Pública e Governança de TI: nível de adoção das melhores práticas de auditoria nos órgãos de administração pública federal brasileira. 349-367.
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Editors
(2019) Collaborative design in public services: a problem reframing case. 436-443.
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Editors
(2019) Drivers of customer satisfaction and loyalty in swimming pools. The TQM Journal, 31, 436-450.
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(2020) Raising consumers' interest in their water invoices: Challenges and opportunities. Utilities Policy, 63, 101004.
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(2018) For Best Results: Make the most of the product development process by combining quality function deployment and design thinking. Quality Progress, 38-44.
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(2018) Clientes vulneráveis: Um desafio para os Modelos da Qualidade. Qualidade, 1, 31-33.
Authors
(2017) A typology of customer-to-customer interaction and its implications for excellence in service provision. Total Quality Management and Business Excellence, 28, 1183-1193.
Authors
(2017) Assessing customer satisfaction and loyalty in the retail sector. International Journal of Quality and Reliability Management, 34, 1508-1529.
Authors
(2016) Conciliação Trabalho/Família em Organizações de Excelência. Revista Brasileira de Orientação Profissional, 17, 77-89.
Authors
(2016) Comportamentos de Reclamação nos Serviços de Água e Saneamento de um Município. Revista da Qualidade, 3, 17-20.
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(2016) Data Quality Requirements for Water Bills. TQM Journal, 28, 933-953.
Authors
(2015) Residential users' perceptions on water bills. Notas Económicas, 29-47.
Authors
(2015) Translating the EFQM model into the courts. International Journal of Quality and Service Sciences, 7, 230-244.
Authors
(2015) Perceções dos Consumidores Domésticos acerca das Faturas de Água. Notas Económicas, 42.
Authors
(2015) Tensions Raised by TQM Demands Upon Work Design in Technologically Controlled Environments: The Case of a Call Centre. Achieving Competitive Advantage through Quality Management, (pp 253-264). Cham:
Authors
(2015) Quality Cost. Encyclopedia of Quality and the Service Economy, (pp 569-575). Thousand Oaks:
Authors
(2017) Transparency and accountability in municipalities: an analysis of 40 year evolution in Portugal. Local Governments in the Digital Era: Looking for Accountability, (pp 219-241). New York:
Authors
Editors
(2018) Are Public Administration Institutions Willing to Disclose Their Performance Through Data Portals?. Handbook of Research on Modernization and Accountability in Public Sector Management, (pp 234-253).
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Editors
(2018) Institutional Research and Themes. Encyclopedia of International Higher Education Systems and Institutions, Dordrecht:
Authors
(2019) Alguns marcos do movimento da qualidade na administração pública em Portugal: Que sinais para o futuro?. TMQ – Número Especial – 10 anos, (pp 59-80). Lisboa:
Authors
Editors
(2019) Que papéis pode desempenhar a Gestão da Qualidade nas Organizações da Economia Social? Uma reflexão em torno dos seus contributos internos e externos.. Economia Social: Olhares Cruzados. Coleção Horizontes Solidários, (pp 113-128). Coimbra:
Authors
Editors

Contacts

Address

Faculdade de Economia
Universidade de Coimbra
Av. Dias da Silva, 165
3004-512
Portugal

Call

Phone
+351 239 790 580
Extension
500280

Web and Email

Email
pmourasa@fe.uc.pt