@article { cabral2010,
	title = {Towards a conceptual model for assessing the quality of public services},
	journal = {International Review on Public and Nonprofit Marketing},
	volume = {7},
	number = {1},
	year = {2010},
	pages = {69-86},
	author = {C. Carvalho and C Brito and Jos{\'e} Ant{\'o}nio Sarsfield Cabral}
}
