@inproceedings{meirelles:hal-01431153,
  TITLE = {{Quality of Service in Small and Medium Enterprises}},
  AUTHOR = {Meirelles, Claudio L. and Terra Silva, Marcia De and Sacomano, Jose B.},
  URL = {https://inria.hal.science/hal-01431153},
  NOTE = {Part 11: Service Engineering},
  BOOKTITLE = {{IFIP International Conference on Advances in Production Management Systems (APMS)}},
  ADDRESS = {Tokyo, Japan},
  EDITOR = {Shigeki Umeda and Masaru Nakano and Hajime Mizuyama and Hironori Hibino and Dimitris Kiritsis and Gregor von Cieminski},
  SERIES = {Advances in Production Management Systems: Innovative Production Management Towards Sustainable Growth},
  VOLUME = {AICT-460},
  NUMBER = {Part II},
  PAGES = {628-636},
  YEAR = {2015},
  MONTH = Sep,
  DOI = {10.1007/978-3-319-22759-7\_72},
  KEYWORDS = {Small and medium enterprises ; Service ; Quality ; SERVQUAL},
  PDF = {https://inria.hal.science/hal-01431153/file/346973_1_En_72_Chapter.pdf},
  HAL_ID = {hal-01431153},
  HAL_VERSION = {v1},
}