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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

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

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

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

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

The TQM Journal

Publication date: 2020

Type of publication: Journal Article

URL: https://doi.org/10.1108/TQM-12-2019-0300

Emerging Topics in Management Studies

Publication date: 2020

Type of publication: Book

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

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

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

Drivers of customer satisfaction and loyalty in swimming pools

TQM Journal

Publication date: 2019

Type of publication: Journal Article

URL: http://dx.doi.org/10.1108/tqm-09-2018-0127

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

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

Institutional Research and Themes, Europe

Encyclopedia of International Higher Education Systems and Institutions

Publication date: 2018

Type of publication: Book Chapter

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

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 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

Clientes vulneráveis: um desafio para os modelos da qualidade

Revista da Qualidade

Publication date: 2018

Type of publication: Magazine Article

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

URL: http://hdl.handle.net/10773/23981

Assessing customer satisfaction and loyalty in the retail sector

International Journal of Quality & Reliability Management

Publication date: 2017

Type of publication: Journal Article

Are TQM models addressing the needs of vulnerable customers? A special look into the case of Services of General Interest

20th QMOD Conference

Publication date: 2017

Type of publication: Conference Paper

Understanding the determinants of customer loyalty in swimming pools

20th Toulon Verona Conference

Publication date: 2017

Type of publication: Conference Paper

Transparency of higher education institutions: Communication with the business community,Transparência das Instituições de Ensino Superior: Comunicação com a Comunidade Empresarial

Publication date: 2017

Type of publication: Conference Paper

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85043249015&partnerID=MN8TOARS

Design Thinking and QFD: two sides of the same coin?

2nd International Conference on Quality and Engineering Management

Publication date: 2016

Type of publication: Conference Paper

Linking performance evaluation systems to quality assessment models: the case of the Portuguese Directorates-General

19th QMOD Conference

Publication date: 2016

Type of publication: Conference Paper

How is transparency being regarded in education management literature?

19th Toulon Verona Conference

Publication date: 2016

Type of publication: Conference Paper

Data quality requirements for water bills

The TQM Journal

Publication date: 2016

Type of publication: Journal Article

Transparency and accountability in municipalities: an analysis of 40 year evolution in Portugal

Local Government in the Digital Era: Looking for Accountability

Publication date: 2016

Type of publication: Book Chapter

Work-family balance in organizations of excellence,Conciliação Trabalho/Família em Organizações de Excelência

Revista Brasileira de Orientacao Profissional

Publication date: 2016

Type of publication: Journal Article

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85014869829&partnerID=MN8TOARS

Online transparency assessment: The case of Directorate-Generals and SIADAP

Publication date: 2015

Type of publication: Conference Paper

Translating the EFQM model into the courts

International Journal of Quality and Service Sciences

Publication date: 2015

Type of publication: Journal Article

URL: http://dx.doi.org/10.1108/ijqss-03-2015-0029

Online transparency assessment: The case of Directorate-Generals and SIADAP,Avaliação de transparência online: O caso do SIADAP das Direcções Gerais

Publication date: 2015

Type of publication: Conference Paper

URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-84943279651&partnerID=MN8TOARS

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