All Stories

  1. What problems manufacturing companies can face when providing services around the world?

    Article • Journal of Business and Industrial Marketing, June 2015, Emerald

    Dr Giancarlo M Pereira, Dr Miriam Borchardt

  2. Service recovery: a method for assessing performance

    Article • Business Process Management Journal, November 2012, Emerald

    Dr Giancarlo M Pereira, Dr Miriam Borchardt, Ms Daniel Battaglia, Full Prof. Miguel A. Sellitto