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| publishing year | previous | first author | document title |
|---|---|---|---|
| 2003 | Ciência da Informação | Santos, Luciano Costa | Managing service processes in libraries |
| 2016 | Production | Jorge, Gabriela Andre | A comparative study on tools for mapping activities performed by consumers in service processes |
| 2013 | Production | Pereira, Veridiana Rotondaro | A bibliometric study on the evolution of Service Quality research |