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Faculty of Economics, University of CoimbraPATRÍCIA MOURA E SÁ

Ph.D. in Business (Sheffield Hallam University)
+351 239790580

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).

Research Areas

Total Quality Management

Quality in Public Administration

Quality in Third Sector Organizations

TQM and Innovation.
Publications

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

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

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: https://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

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

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

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

TQM Journal

Publication date: 2020

Type of publication: Journal Article

URL: https://www.scopus.com/inward/record.url?eid=2-s2.0-85087803374&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: https://www.scopus.com/inward/record.url?eid=2-s2.0-85079675170&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

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

Utilities Policy

Publication date: 2020

Type of publication: Journal Article

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

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: https://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

For best results

Quality Progress

Publication date: 2018

Type of publication: Journal Article

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

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

Clientes vulneráveis: um desafio para os modelos da qualidade

Revista da Qualidade

Publication date: 2018

Type of publication: Magazine Article

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 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?

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

Assessing customer satisfaction and loyalty in the retail sector

International Journal of Quality and Reliability Management

Publication date: 2017

Type of publication: Journal Article

URL: https://www.scopus.com/inward/record.url?eid=2-s2.0-85031786095&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

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

Atas da Conferencia da Associacao Portuguesa de Sistemas de Informacao

Publication date: 2017

Type of publication: Conference Paper

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

Understanding the determinants of customer loyalty in swimming pools

20th Toulon Verona Conference

Publication date: 2017

Type of publication: Conference Paper

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

Data quality requirements for water bills

TQM Journal

Publication date: 2016

Type of publication: Journal Article

URL: https://www.scopus.com/inward/record.url?eid=2-s2.0-84989196045&partnerID=MN8TOARS

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