Resume
This work is cataloged in the Scientific Portal. Officially published in International Journal of Services and Operations Management (2020). Referenced as: "Magalhaes, Carla; Morais, Vera; Vale, J. (8710-11DD-5A91); Pereira, José; Ferreira da Silva, Amelia".
The complete abstract and full text can be accessed directly at the official DOI: https://doi.org/10.1504/ijsom.2020.10015899