Faculty of Economics, University of CoimbraPATRÍCIA MOURA E SÁ
Patrícia Helena Ferreira Lopes de Moura e Sá is an Assistant Professor at the University of Coimbra. She holds a Ph.D. in Business from Sheffield Hallam University (2002), a Master’s degree in Business Sciences, with a specialization in Total Quality from the University of Coimbra (1998) and a B.A. degree in Organization and Business Management from the University of Coimbra (1994).
Measuring local public expenditure effectiveness using sustainable development goals
International Journal of Public Sector Management
Publication date: 2023
Type of publication: Journal Article
Analysing the use of mixed methods in quality management literature
The TQM Journal
Publication date: 2023
Type of publication: Journal Article
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
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 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
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
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
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
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
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
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
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
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
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
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
Clientes vulneráveis: um desafio para os modelos da qualidade
Revista da Qualidade
Publication date: 2018
Type of publication: Magazine Article
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
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
Are public administration institutions willing to disclose their performance through data portals?: The case of the Portuguese directorates-general
Publication date: 2018
Type of publication: Book Chapter
URL: http://www.scopus.com/inward/record.url?eid=2-s2.0-85047366054&partnerID=MN8TOARS
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
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
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