Fonseca, Filipa




Filipa Fonseca is a PhD researcher in the Management Program at NOVA School of Business and Economics since 2012. Her main fields of study have been healthcare services, operations and service management. She holds an MBA (2004-2005) from the Católica Porto Business School Catholic Porto Business School in collaboration with ESADE Business School Barcelona, and a Master degree in Business Management (2008) from the Catholic University of Portugal. She integrated the Catholic University of Portugal as a teaching assistant (2009-2010).

Filipa collaborated in several projects as a research assistant in the service management area. One of those projects was entitled “The Design and Control of Multi-Channel Services” (2007-2010), and was funded by FCT, the Portuguese national funding agency for science, research and technology. The main objective of this study was to increase the understanding of the issues involved in designing and delivering excellent multi-channel services.

Also she worked as a project manager in the Novartis Project for the implementation of best practices in the healthcare centers (2011).


MSc. in Business Management, 2008, Catholic University of Portugal, Portugal

MBA, 2005, Católica Porto Business School, Portugal

BSc. in Communication Sciences, 1998, University of Porto, Portugal

Research Interests

Healthcare Services, Patient Safety, Operations Management, Service Management


Fonseca F., Salgado S. and Brito C. (2010). Service Quality and Customer Satisfaction in Public Transports. International Journal for Quality Research, vol. 4, (2), pp.125-130.

Conference Proceedings and Presentations

Understanding types and causes of errors for patient safety improvement”, EuHEA European Health Economic Association, Second PhD Student Supervisor Conference, 2-4 September, Paris, 2015.

“The Impact of errors in patient safety”, EurOMA Conference, European Operations Management Association International Conference (EurOMA), 28-30 June, Neuchâtel, 2015.

“How healthcare systems enter unsafe modes?”, Doctoral Seminar, European Operations Management Association International Conference (EurOMA), Palermo, Italy, 20-21 June, 2014.

“Designing Safer Systems in Healthcare: Understanding the Drivers of Patient Safety”, POMS, Production and Operations Management, Annual Conference, Chicago, Illinois, USA, 20-23 April, 2012.

“Service Design in Healthcare: Driving Innovation through Patient Involvement”, Doctoral Seminar, European Operations Management Association International Conference (EurOMA), Cambridge, UK, 1-2 July, 2011.

Service Quality in Public Transports – Aligning the Operations perspective with customer expectations”, With C. Brito and S. Salgado, Proceedings of the European Operations Management Association International Conference (EurOMA), Porto, Portugal, 6-9 June, 2010.

The relationship between service quality and customer satisfaction”, With C. Brito and S. Salgado, QUIS11 – The Services Conference, Wolfsburg, Germany, 11-14, June 2009.