Analyzing Public Service Processes from Customer and Employee Perspectives by Using Service Blueprinting and Business Process Modelling. ENTRENOVA - ENTerprise REsearch InNOVAtion, [S. l.], v. 6, n. 1, p. 195–211, 2020. Disponível em: https://ojs.srce.hr/index.php/entrenova/article/view/13455. Acesso em: 19 aug. 2025.