This uses cookies that do not gather any personal information whatsoever. By using this website, you agree with the cookie policy.
OK, I ACCEPT

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

(2020) Raising consumers' interest in their water invoices: Challenges and opportunities. Utilities Policy, 63, 101004.
Authors
(2020) Opportunities and challenges raised by Customer-to-Customer Interaction to service operations management: a quality management perspective. In: da Silva, Patrícia Pereira, Jorge, Susana, Sá, Patrícia Moura e (Ed.), Emerging Topics in Management Studies, (pp 209-234). Coimbra: Imprensa da Universidade de Coimbra.
Authors
(2019) Economia social - olhares cruzados. Coimbra: Almedina.
Authors
(2019) Collaborative design in public services: a problem reframing case. In: EISIC (Ed.), Proceedings of 22nd Excellence in Services International Conference: EISIC. 436-443.
Authors
Editors
(2019) Drivers of customer satisfaction and loyalty in swimming pools. The TQM Journal, 31, 436-450.
Authors
(2019) Alguns marcos do movimento da qualidade na administração pública em Portugal: Que sinais para o futuro?. In: Pires, António Ramos, Saraiva, Margarida, Rosa, Alvaro (Ed.), TMQ – Número Especial – 10 anos, (pp 59-80). Lisboa: Edições Sílabo.
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.. In: Antunes, Margarida, Namorado, Rui (Ed.), Economia Social: Olhares Cruzados. Coleção Horizontes Solidários, (pp 113-128). Coimbra: Almedina.
Authors
Editors
(2018) Are vulnerable customers being left behind by voice mechanisms embedded in quality models?. Proceedings of the 21st Excellence in Services International Conference, Paris. 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. In: Fernandes, Joaquim, Matias, Fernanda, Baptista, Celísia, Melo, Ana, Alcoforado, Elidomar (Ed.), Atas da TMS Conference, In TMS Conference Series, Faro. 349-367. Universidade do Algarve, Escola Superior de Gestão, Hotelaria e Turismo.
Authors
Editors
(2018) For Best Results: Make the most of the product development process by combining quality function deployment and design thinking. Quality Progress, 38-44.
Authors
(2018) Clientes vulneráveis: Um desafio para os Modelos da Qualidade. Qualidade, 1, 31-33.
Authors
(2018) Are Public Administration Institutions Willing to Disclose Their Performance Through Data Portals?. In: Oliveira, Graça, Marques, Rui, Ferreira, Augusta (Ed.), Handbook of Research on Modernization and Accountability in Public Sector Management, (pp 234-253). IGI Global.
Authors
Editors
(2018) Institutional Research and Themes. Encyclopedia of International Higher Education Systems and Institutions, Dordrecht: Springer Netherlands.
Authors
(2017) TRANSPARÊNCIA DAS INSTITUIÇÕES DE ENSINO SUPERIOR: COMUNICAÇÃO COM A COMUNIDADE EMPRESARIAL. Atas da 17ª Conferência da Associação Portuguesa de Sistemas de Informação. 158-173. Associação Portuguesa de Sistemas de Informação, APSI.
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
(2017) Transparency and accountability in municipalities: an analysis of 40 year evolution in Portugal. In: Cuadrado-Ballesteros, Beatriz, García-Sánchez, Isabel María (Ed.), Local Governments in the Digital Era: Looking for Accountability, (pp 219-241). New York: Nova Science.
Authors
Editors
(2016) Design Thinking and QFD: two sides of the same coin?. Proceedings book of the 2nd International Conference on Quality Engineering and Management. 87-99. University of Minho.
Authors
(2016) Linking performance evaluation systems to quality assessment models: the case of the Portuguese Directorates-General. 19th QMOD Proceedings. 1232-1246.
Authors
(2016) How is transparency being regarded in education management literature?. Proceedings of the 19th Toulon Verona Conference. 367-380.
Authors
(2016) A typology of customer-to-customer interaction and its implications for excellence in service provision. 19th QMOD Proceedings. 1247-1257.
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.
Authors
(2016) Data Quality Requirements for Water Bills. TQM Journal, 28, 933-953.
Authors
(2015) Avaliação de Transparência Online: o caso do SIADAP das Direcções Gerais. CISTI 2015 - 10ª Conferência Ibérica de Sistemas e Tecnologias de Informação.
Authors
(2015) Looking after consumers' right to information: the role of water invoives. IRSPM 2015.
Authors
(2015) Online transparency assessment: The case of Directorate-Generals and SIADAP. 2015 10th Iberian Conference on Information Systems and Technologies (CISTI). 1-6. IEEE.
Authors
(2015) Comportamentos de reclamação: estudo de caso nos serviços de água e saneamento de Montemor-o-Velho. ENEG 2015.
Authors
(2015) Melhorar a comunicação entre entidades gestoras e clientes domésticos: o papel das faturas. ENEG 2015 - Encontro Nacional de Entidades Gestoras.
Authors
(2015) Integration and cocreation for better public services: a study based on the Portuguse Citizen's Shop case. IRSPM 2015.
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: Springer International Publishing.
Authors
(2015) Quality Cost. Encyclopedia of Quality and the Service Economy, (pp 569-575). Thousand Oaks: SAGE Publications Ltd.
Authors

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