SUÁREZ, Eva; ROLDÁN, José L.; CALVO-MORA, Arturo. A structural analysis of the EFQM model: an assessment of the mediating role of process management. Journal of Business Economics and Management, [S. l.], v. 15, n. 5, p. 862–885, 2014. DOI: 10.3846/16111699.2013.776627. Disponível em: https://journals.vilniustech.lt/index.php/JBEM/article/view/3052. Acesso em: 18 may. 2025.