@inbook {2716,
	title = {Measuring the quality of health services using SERVQUAL: Evidence from Portugal},
	booktitle = {Handbook of Research on Modernization and Accountability in Public Sector Management},
	year = {2018},
	pages = {300-318},
	edition = {IGI Global},
	doi = {10.4018/978-1-5225-3731-1.ch014},
	author = {Ana Isabel Melo and Gon{\c c}alo Santinha and Rosa Lima}
}
