Encontrados 11 documentos, a visualizar página 1 de 2

Produção de biocombustíveis líquidos por pirólise seguida de hidrogenação de mi...

Dissertação apresentada à Universidade Nova de Lisboa, Faculdade de Ciências e Tecnologia, para obtenção do Grau de Mestre em Energia e Bioenergia ; A presente dissertação tem como principal objectivo o aproveitamento de óleos vegetais para produção de biocombustíveis líquidos, através da conversão termoquímica de misturas de óleo vegetal alimentar usado com óleo de bagaço de azeitona bruto. Assim é possível e...

A viabilidade economico-social dos biocombustiveis em Portugal - soluções polit...

Professional services: a cross country development case

Service quality in public transportation services aligning the operations persp...

The main objective of this paper is to explore the alignment between the operations perspective of service quality and the customer expectations. In order to analyse this alignment, the concept and operational dimensions of service quality are revised, as well as the concept of customer expectations. A model is presented, with the purpose of exploring the mentioned relationship and to guide the empirical study....

Service development – a radical innovation in a cross country development case

This paper reports a study of a service development process at a multinational level. It describes the inputs of the development process and it aims to further understanding on how the initial stages of the development cycle can influence the final service design. It also analysis the design elements used at the international level to maintain multinational consistency of services. It describes how enablers of ...

The relationship between service quality and customer satisfaction in public tr...

This paper reports on a study that explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis was developed which aimed at explaining this relationship and gu...

Understanding specifications for the control of service

The objective of this paper is to realize service operations management knowledge on service control implementation. The findings suggest that different specification elements require differences in control and different management attention. For example, that it may be difficult to control all aspects of a service specification but that having less explicit standards does not necessarily mean to have less expl...

Serviço de Apoio às Bibliotecas Escolares - A experiência das Bibliotecas Munic...

Tal como é designado pelo Manifesto da IFLA/UNESCO, a Biblioteca Escolar deve desenvolver nos alunos competências a nível de aprendizagem, tecnologias de informação e literacia que lhes estimule a imaginação e que permita formar cidadãos responsáveis.Qual o papel/intervenção das Bibliotecas Municipais e dos serviços do SABE (Serviço de Apoio às Bibliotecas Escolares) nas Bibliotecas Escolares? Qual a importânci...

The object and the nature of service specifications

Specifications are an instrument to make service operations reliable, consistent and replicable. In the service context little has been researched regarding the specification of the service experience, its nature and its effective control. This paper summarises the existent literature on service specifications and its control, and then presents the results of case research which explores the object and nature o...

Tight versus lose specifications in service operations

In this exploratory paper we contend that a service specification is an important mechanism which is needed to plan and control the design and delivery of a service. Despite this importance it is surprising that there is limited coverage of the nature of specifications in both the manufacturing and service operations literatures. The purpose of this paper is to explore some of the key differences between a serv...