BUICS, L.; SÜLE , E. Service Process Excellence in Public Services. ENTRENOVA - ENTerprise REsearch InNOVAtion, [S. l.], v. 6, n. 1, p. 173–186, 2020. Disponível em: https://hrcak.srce.hr/ojs/index.php/entrenova/article/view/13453. Acesso em: 26 apr. 2024.