Knowledge management, customer satisfaction and organizational image discriminating certified from non-certified (ISO 9001) municipalities

Purpose The purpose of this paper is to ascertain the extent to which knowledge management (KM), customer satisfaction (CS) and organizational image (OI) discriminate quality-certified municipalities from non-certified ones (ISO 9001). Design/methodology/approach An empirical study was carried out i...

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Bibliographic Details
Main Author: Brito, Elisabeth (author)
Other Authors: Pais, Leonor (author), dos Santos, Nuno Rebelo (author), Figueiredo, Cláudia (author)
Format: article
Language:eng
Published: 2021
Subjects:
customer satisfaction
knowledge management
quality management
organizational image
public administration
quality certification
Online Access:http://hdl.handle.net/10174/30468
Country:Portugal
Oai:oai:dspace.uevora.pt:10174/30468

Internet

http://hdl.handle.net/10174/30468

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