Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort

SERVQUAL is the most popular instrument to ascertain service quality. However, some debate exists about its ability to characterize different service environments. Furthermore, there is not a consensus about the inclusion of customer expectations in the model. The research presented in this paper intends to discuss the applicability of SERVQUAL to restaurant services and to analyze the inclusion of customer expectations in such environment. The research was developed in a Portuguese resort and more than 300 customers, from two different restaurants, were invited to participate in the study.

An internal analysis of Amorim Turismo’s operations regarding food and beverage with a focus on operational efficiency and quality of service

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Job quality in Europe: the North-South divide

This paper examines the job quality in Europe. It is based on the results of the Fourth European Foundation Survey on working conditions covering different dimensions including work organisation, job content, autonomy at work, aspects of worker dignity, working time and work-life balance, working conditions and safety in the workplace. The results point to the existence of great diversity in the job quality across Europe and the north-south divide. The job quality differences are related to the variety of social and institutional contexts. The countries of Southern Europe, with their social and institutional contexts falling within the scope of the Mediterranean model, generally present indicators below the European average contrasting Nordic countries having the best job quality indicators.

Water treatments in semi-closed cooling circuits and their impact on the quality of effluents discharged by CERN

Dissertação apresentada à Faculdade de Ciências e Tecnologia da Universidade Nova de Lisboa para obtenção do grau de Mestre em Engenharia do Ambiente, Gestão de Sistemas Ambientais

Water treatments in semi-closed cooling circuits and their impact on the quality of effluents discharged by CERN

Mestrado integrado em Engenharia do Ambiente, perfil: Gestão de Sistemas Ambientais

The strategic deployment of quality-improvement innovations

Journal of Business, Vol. 78 Issue 3, p1049-1072

Mapping the quality of life experience in Alfama: a case study in Lisbon, Portugal.

Dissertation submitted in partial fulfilment of the requirements for the Degree of Master of Science in Geospatial Technologies.

The clothing industry as a globalized sector: implications for work organisation, quality of work and job content

The clothing sector in several countries is still seen, in many aspects as a traditional sector with some average characteristics, nevertheless is a very important sector in terms of labour market. Globalization and de-localization are having a strong impact in the organisation of work and in occupational careers. Very few companies are able to keep a position in the market without changes in organisation of work and workers, founding different ways to face this reality according to size, capital and position. We could find two main paths: one where companies outsource production to another territory, close and/ or dismissal the workers; other path, where companies up skilled their capacities. This paper will present some results from the European project WORKS – Work organisation and restructuring in the knowledge society (6th Framework Programme), focusing the Portuguese case studies in several clothing companies in a comparative analysis with some other European countrie

Organizational culture influence on information quality - use of business intelligence systems relationship: portuguese context

Dissertação apresentada como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação

Development and Characterization of bioactive, edible whey protein films and coatings to improve quality and safety of Food products

Dissertação para a obtenção de grau de doutor em Ciências da Engenharia e Tecnologia

Gas emissions on rice culture and its importance on air quality

Dissertação para obtenção do Grau de Mestre em Engenharia do Ambiente Perfil Gestão de Sistemas Ambientais

Implementing quality management systems in small and medium construction companies: a contribution to a road map for success

Leadership and Management in Engineering, January 2009

HDL in HIV-1 infection: a quality perspective through paraoxonase-1 activities

Dissertação para obtenção do Grau de Mestre em Genética Molecular e Biomedicina

A comparison between digital breast tomosynthesis and mammography: dosimetric and image quality characterization of clinical system

Dissertação para obtenção do Grau de Mestre em Engenharia Biomédica