BARBÊDO, Simone Angélica Del-Ducca; http://lattes.cnpq.br/4549347917685626 (Universidade Federal de ItajubáBrasilIEPG - Instituto de Engenharia de Produção e GestãoPrograma de Pós-Graduação: Mestrado - Engenharia de ProduçãoUNIFEI, 2004-04-26)
The globalization of the economy and, consequently, the increase of competitiveness among
companies define quality as an essential factor to maintain the organization in the market. The
services sector, which has been ...