João F. Proença

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This paper presents the results from four short case studies about relationships between banks and their business clients i n Portugal. It shows important insights on irregularities that impact as temporary reductions in the volume of business in those relationships. The paper provides interesting material for managers and researchers alike to better(More)
In service systems, variability is encountered in many components, interfaces, and entities interacting with the system. There could be variations in service system performance across different usage situations and conditions. There could be operator-introduced variations in operating the system, and there could be customer-introduced variability in service(More)
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