Service recovery: a method for assessing performance. - Daniel Battaglia; Miriam Borchardt; Miguel Afonso Sellitto; Giancarlo Medeiros Pereira (Bus. Process. Manag. J., 2012)

Analysis of management practices in performance-based outsourcing contracts. - Bruna Omizzolo Lazzarotto; Miriam Borchardt; Giancarlo Medeiros Pereira; Caroline Almeida (Bus. Process. Manag. J., 2014)

Identification and quantification of influent factors in perceived quality of the e-service provided by a university. - Liziane Silva Menezes; Miguel Afonso Sellitto; Tatiane Pereira Librelato; Miriam Borchardt; Giancarlo Medeiros Pereira (Bus. Process. Manag. J., 2016)

Value co-creation in maintenance services: case study in the mechanical industry. - Eduardo Luiz Braun; Giancarlo Medeiros Pereira; Miguel Afonso Sellitto; Miriam Borchardt (Bus. Process. Manag. J., 2017)