Melão, N., Bastida, R., Marimon, F. (2019).
Assessing a quality model for the social sector: An empirical study of the EQUASS model.
Total Quality Management & Business Excellence, 30(1-2), 221-243.
http://dx.doi.org/10.1080/14783363.2017.1401459
Reis, J., Amorim, M., Melão, N. (2019).
Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry.
International Journal of Production Economics, 215, 24-33.
http://dx.doi.org/10.1016/j.ijpe.2018.07.001
Reis, J., Amorim, M., Melão, N. (2019).
Service failure and recovery in technology-based business networks.
International Journal of Quality and Service Sciences, 11(1), 2-15.
http://dx.doi.org/10.1108/ijqss-10-2017-0094
Reis, J., Pinelas, S., Melão, N. (Eds.)(2019).
Industrial Engineering and Operations Management I.
Cham, Suiça: Springer.
Retrieved from https://www.springer.com/gp/book/9783030149680
Reis, J., Pinelas, S., Melão, N. (Eds.)(2019).
Industrial Engineering and Operations Management II.
Cham, Suiça: Springer.
Retrieved from https://link.springer.com/book/10.1007/978-3-030-14973-4
2018 [João Reis]
Serviços Omnicanal na Indústria de Serviços Bancários: Investigação Qualitativa Multi-método
Engenharia e Gestão Industrial | Universidade de Aveiro Departamento de Economia Gestão Engenharia Industrial e Turismo, Portugal
Melão, N., Amorim, M., Marimon, F., Alegre, I. (2018).
Quality management systems in European social service organizations: A survey of EQUASS Assurance pioneer adopters.
International Journal of Quality & Reliability Management, 35(2), 354-372.
http://dx.doi.org/10.1108/ijqrm-10-2016-0187
