BUICS, L.; EISINGER BALASSA DR., B. Analyzing Public Service Processes from Customer and Employee Perspectives by Using Service Blueprinting and Business Process Modelling. ENTRENOVA - ENTerprise REsearch InNOVAtion, [S. l.], v. 6, n. 1, p. 195–211, 2020. Disponível em: https://hrcak.srce.hr/ojs/index.php/entrenova/article/view/13455. Acesso em: 16 apr. 2024.