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Faculdade de Economia da Universidade de CoimbraPATRÍCIA MOURA E SÁ

Doutorada em Negócios (Sheffield Hallam University)
+351 239790580

Patrícia Helena Ferreira Lopes de Moura e Sá é Professora Auxiliar na Universidade de Coimbra. É Doutorada em Business pela Sheffield Hallam University (2002), mestre em Ciências Empresariais com especialização em Qualidade Total pela Universidade de Coimbra (1998) e licenciada em Organização e Gestão de Empresas pela Universidade de Coimbra (1994).

Áreas de Interesse e de Investigação

Gestão pela Qualidade Total

Qualidade na Administração Pública

Qualidade nas Organizações do Terceiro Sector

TQM e Inovação.
Publicações

Measuring local public expenditure effectiveness using sustainable development goals

International Journal of Public Sector Management

Publication date: 2023

Type of publication: Journal Article

URL: http://dx.doi.org/10.1108/ijpsm-01-2023-0003

Analysing the use of mixed methods in quality management literature

The TQM Journal

Publication date: 2023

Type of publication: Journal Article

URL: https://doi.org/10.1108/TQM-03-2023-0075

Observatório da Qualidade ¿ Investigação aberta

XII Encontro de Investigadores da Qualidade

Publication date: 2022

Type of publication: Conference Paper

Transparency and Accountability in Higher Education as a Response to External Stakeholders and Rules: A Comparison Between Three Country-Case Studies

Governance and Performance Management in Public Universities

Publication date: 2022

Type of publication: Book Chapter

URL: http://dx.doi.org/10.1007/978-3-030-85698-4_2

The Challenges of Remote Work to the Development of a TQM Culture

III International Conference on Quality and Engineering Management

Publication date: 2022

Type of publication: Conference Paper

Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

Sustainability

Publication date: 2021

Type of publication: Journal Article

URL: https://doi.org/10.3390/su13020504

Quality assessment of the services delivered by a court, based on the perceptions of users, magistrates, and court officials

Sustainability (Switzerland)

Publication date: 2021

Type of publication: Journal Article

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85099135313&partnerID=MN8TOARS

Trajetórias Institucionais e Modelos de Empresa Social em Portugal

Centro de Estudos Sociais, Universidade de Coimbra

Publication date: 2021

Type of publication: Book

URL: https://estudogeral.sib.uc.pt/bitstream/10316/96549/3/e-book%20TIMES.pdf

Trajetórias institucionais das empresas sociais

Publication date: 2021

Type of publication: Book Chapter

URL: https://estudogeral.sib.uc.pt/handle/10316/96549

Measuring the Quality of the Strategic Financial Planning Information (Q-FPI) in the Local Government

International Journal of Public Administration

Publication date: 2021

Type of publication: Journal Article

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85121846018&partnerID=MN8TOARS

Quality management in higher education.Using SERVPERF to assess services quality

International Conference on Quality Engineering and Management

Publication date: 2020

Type of publication: Conference Paper

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85093850308&partnerID=MN8TOARS

Raising consumers’ interest in their water invoices: Challenges and opportunities

Utilities Policy

Publication date: 2020

Type of publication: Journal Article

URL: http://dx.doi.org/10.1016/j.jup.2019.101004

Raising consumers’ interest in their water invoices: Challenges and opportunities

Utilities Policy

Publication date: 2020

Type of publication: Journal Article

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85077430393&partnerID=MN8TOARS

An assessment of a municipal physical activity programme for seniors based on the EFQM model: Integrating the views of internal and external stakeholders

Evaluation and Program Planning

Publication date: 2020

Type of publication: Journal Article

URL: http://dx.doi.org/10.1016/j.evalprogplan.2020.101796

Collaborative design in public services: a wicked problem-reframing case

TQM Journal

Publication date: 2020

Type of publication: Journal Article

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85087803374&partnerID=MN8TOARS

Emerging Topics in Management Studies

Publication date: 2020

Type of publication: Book

URL: https://doi.org/10.14195/978-989-26-1990-3

Opportunities and Challenges Raised by Customer-To-Customer Interaction to Service Operations

Opportunities and Challenges Raised by Customer-To-Customer Interaction to Service Operations

Publication date: 2020

Type of publication: Book Chapter

Drivers of customer satisfaction and loyalty in swimming pools

TQM Journal

Publication date: 2019

Type of publication: Journal Article

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85064833210&partnerID=MN8TOARS

Alguns marcos do movimento da qualidade na Administração Pública: que sinais para o futuro?

TMQ – Número Especial – 10 anos

Publication date: 2019

Type of publication: Book Chapter

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

Publication date: 2019

Type of publication: Book Chapter

For best results

Quality Progress

Publication date: 2018

Type of publication: Journal Article

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85040046149&partnerID=MN8TOARS

Are vulnerable customers being left behind by voice mechanisms embedded in quality models?

21st Excellence in Services International Conference

Publication date: 2018

Type of publication: Conference Paper

Institutional Research and Themes, Europe

Springer Netherlands

Publication date: 2018

Type of publication: Encyclopedia Entry

For Best Results: Make the most of the product development process by combining quality function deployment and design thinking

Quality Progress

Publication date: 2018

Type of publication: Journal Article

Clientes vulneráveis: um desafio para os modelos da qualidade

Revista da Qualidade

Publication date: 2018

Type of publication: Magazine Article

Governança Pública e Governança de TI: nível de adoção das melhores práticas de auditoria nos órgãos de administração pública federal brasileira

TMS Conference

Publication date: 2018

Type of publication: Conference Paper

Are public administration institutions willing to disclose their performance through data portals?: The case of the Portuguese directorates-general

Handbook of Research on Modernization and Accountability in Public Sector Management

Publication date: 2018

Type of publication: Book Chapter

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85047366054&partnerID=MN8TOARS

Quality assessment of the services delivered by a court: a study based on the perceptions of users, magistrates and court officials

III International Conference on Quality and Engineering Management

Publication date: 2018

Type of publication: Conference Abstract

Are Public Administration Institutions Willing to Disclose Their Performance Through Data Portals?

Handbook of Research on Modernization and Accountability in Public Sector Management

Publication date: 2018

Type of publication: Book Chapter

URL: http://dx.doi.org/10.4018/978-1-5225-3731-1.ch011

A typology of customer-to-customer interaction and its implications for excellence in service provision

Total Quality Management & Business Excellence

Publication date: 2017

Type of publication: Journal Article

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