Buics, L., and B. Eisinger Balassa Dr. “Analyzing Public Service Processes from Customer and Employee Perspectives by Using Service Blueprinting and Business Process Modelling”. ENTRENOVA - ENTerprise REsearch InNOVAtion, vol. 6, no. 1, Sept. 2020, pp. 195-11, https://hrcak.srce.hr/ojs/index.php/entrenova/article/view/13455.