Design of service systems under variability: research issues. - P. K. Kannan 001; João F. Proença (Inf. Syst. E Bus. Manag., 2010)

The Service Recovery Paradox in a Call-Center Context: Compensation and Timeliness in Recovering Mobile Customers. - Raquel Reis Soares; João F. Proença; P. K. Kannan 001 (HICSS, 2014)

Service Convenience on Call Centers: Impacts on Repurchase. - João F. Proença; Marisa Fernandes (IESS, 2015)

The Role of Error Management Culture and Leadership on Failures and Recovery in Services. - Teresa Proença; João F. Proença; Inês Teixeira (IESS, 2020)

Digital Servitization as a New Research Stream: A Bibliometric Analysis. - Marcela da Silveira Leme; João F. Proença (ICDEc, 2021)