Process approach in service management: strategies to achieve successful applications by Zanazzi, José Luis, Pedrotti, Beatriz Isabel, Arias, Fulvio Hernndo, Dimitroff, Magdalena, Blazquez, Miguel

“…A special analysis is reserved to the compound indicator measuring users' satisfaction, the way the data is obtained, the instrument, the calculus criteria and the final results obtained. The conclusion is that the experience can be considered to be successful and satisfactory to a high degree, both for the users and for the people who support the organization activity.…”
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