참고문헌
- 신경제 품질경영 어떻게 추진하나(QM시리즈 배포자료 93-1) 공업진흥청;한국표준협회
- Management Science v.29 no.5;May Development of a Tool of Measureing and Analyzing Computer User Satisfaction Bailey, J. E.;Pearson, W. S.
- The Essence of Total Quality Management Banks, J.
- Journal of Management Information System v.4 A short form measure of user satisfaction and notes on use Baroudi, J.J.;Orlikowski, W. J.
- Sloan Management Review no.Spring Listening to the customer - The Concept of a Service-Quality Information System Berry, L. L.;Parasuraman, A.
- Journal of Consumer Research v.17 A Multistage model of customer's assessments of service quality and value Bolton, R. N.;Drew, J. H.
- Journal of Marketing v.56 no.July Measuring Service Quality : A Reexamination and Extension Cronin, J. J.;Taylor, S. A.
- Journal of Marketing v.58 no.January SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality Cronin, J. J.;Taylor, S. A.
- Quality is Free Crosby, P.B.
- Information System Research v.3 no.1;March Information Systems Success : The Quest for the Dependent Variable DeLone, W. H.;McLean, E. R.
- Management Science v.24 no.10 Organizational context and the success of management information system Ein-Dor, P.;Segev, E.
- Information & Management v.32 Perceived importance of information system success factors : A meta analysis of group difference Eldon Y. Li
- Managing Customer Value Gale, Bradley T.
- Solan Management Review v.26 What Does Quality Mean? Garvin, D. A.
- Harvard Business Review no.Nov.;Dec. Competing on the eight dimensions of quality Garvin, M. S.
- Proceedings of the Twenty-Fifth Annual Hawaii International Conference on System science v.4 User evaluations of MIS success: Wha are we really measuring? Goodhue, D.;J. F. Nunamaker(ed.);R. H. Sprague(ed.)
- European Journal of Marketing v.18 A Service Quality Model and Its Marketing Implication Gronroos, C.
- EOQC Quality Conformance or Fitness for Use Groocock, J. M.
- MIS Quarterly v.5 no.3 Evaluating information system effectiveness part Ⅰ: Comparing evaluation approaches Hamilton, S.;Chervany, N. L.
- MIS Quarterly v.5 no.4 Evaluating information system effectiveness part Ⅱ: Comparing evaluator viewpoints Hamilton, S.;Chervany, N. L.
- Service Quality : New Directions in Theory and Practice The Nature of customer value : an axiology of service in consumption ecperience Holbrook, Morris B.;Rust, R.T.(ed.);Oliver, R.L.(ed.)
- Perceived Quality Quality and Value in the consumption experience : Phaedrus rides again Holbrook, Morris B.;Corfman, K. P.;Jacoby. J.(ed.);Olson, J.(ed.)
- Advances in Service Marketing Management v.3 The calculus of service quality of customer satisfaction : Theoretical and empirical differentiation and integration Iacobucci, D.;Grayson, K. A.;Ostrom, A. L.;Swartz, A. T.(ed.);Bowen, D. E.(ed.);Brown, S. W.(ed.)
- Advances in Service Marketing Management v.5 A canonical model of consumer evaluation and theoretical bases of expectations Iacobucci, D.;Ostrom, A. L.;Baig, B.;Beezjian-Avery, A.;Swartz, A.T.(ed.);Bowen, D.E.(ed.);Brown, S.W.(ed.)
- ISO 8402 Quality Management and Quality Assurance-Vocabulary ISO
- MIS Quarterly no.Sep. Evaluating Information System Effectiveness Part Ⅰ Ives, B.;Chervany, N. L.
- Communications of the ACM v.26 The measurement of user information satisfaction Ives, B.;Olson, M. H.;Barouddi, J. J.
- Information Processing & Management v.32 no.5 Information System Effectiveness : A User Satisfaction Approach James Y. L. Thong;Chee-Sing Yap.
- ASQC Annual Quality Congress The Upcoming Century of Quality Juran, J. M.
- Decision Science v.25 no.5 Perceived Service Quality and User Satisfaction with the Information Service Function Kettinger, W. J.;Lee, C. C.
- Decision Science v.26 no.5 Global Measures of Information Service Quality : A Cross-National Study Kettinger, W. J.;Lee, C. C.
- MIS Quarterly v.21 no.2;June Pragmatic Perspectives on the Measurement Information System Service Function Kettinger, W. J.;Lee, C. C.
- MIS Quarterly Evaluating MIS King, W. R.;Rodriguez J. I.
- Service Quality : A Study of Quality Dimension Lehtinen U.;Lehtinen G.
- International Journal of Service Industry Management v.4 Estimating zones of tolerances in perceived service quality Liljander, V.;Strandvik, T.
- MIS Quarterly v.11 no.1 Measuring the effectiveness of computer-based information systems in the financial service sector Miller, J.;Doyle, B. A.
- Creating Customer Value Naumann, Earl.
- Journal of Marketing Research v.17 no.November Cognitive Model of Antecedents and Consequences of Satisfaction Decision Oliver, R. L.
- Advances in Services Marketing Management v.2 A Conceptual Model of Service Quality and Service Satisfaction : Compatible goals, different concept Oliver, R. L.;Swartz, A. T.(ed.);Bowen, D. E.(ed.);Brown, S. W.(ed.)
- Advances in Consumer Research v.21 Conceptual issues in the structural analysis of consumption emotion, satisfaction and quality : Evidence in a service setting Oliver, R. L.
- Journal of Retailing v.64 no.Spring SERVQUAL : A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality Parasuraman, A.;Zeithaml, V. A.;Berry, L. L.
- Journal of Retailing v.67 no.Winter Refinement and Reassessment of the SERVQUAL Scale Parasuraman, A.;Zeithaml, V. A.;Berry, L. L.
- Journal of Marketing v.58 no.January Reassessment of Expectation as a Comparison Standard in Measuring Service Quality : Implications for Future Research Parasuraman, A.;Zeithaml, V. A.;Berry, L. L.
- MIS Quarterly v.19 no.2;June Service Quality : A Measure of Information System Effectiveness Pitt, F. L.;Watson, T. R.;Kavan, C. B.
- MIS Quarterly v.21 no.2;June Measuring Information System Service Quality : Concerns for a Complete Canvans Pitt F. L.;Watson T. R.;Kavan C. B.
- Business America Winning Strategies for Quality Improvement Reimann, C. W.
- Journal of MIS v.10 no.1 Perceptions of conflict and success in information system development project Robey, D.;Smith, L. A.;Vijaysarath, L. R.
- Service Quality : New Directions in Theory and Practice Service quality : Insights and managerial implications from the frontier Rust, R. T.;Oliver, R. L.;Rust, R.T.(ed.);Oliver, R.L.(ed.)
- Journal of Economic Psychology Merging service quality and service satisfaction : An empirical test of an integrative framework Ruyter, J. C.;Bloemer, J. M. A.;Peters, T.
- MIS Quarterly v.9 no.3 Alternative measures of system effectiveness : Association and implications Srinivasan, A.
- Management Science v.21 no.2;February Management information system : Appreciation and involvement Swanson, E. B.
- Advance in Service Marketing and Management Research and Practice Fifteen Years after Breaking Free : Servce Then, Now and Beyond Swartz, Teresa A.;Bowen, Davie E.;Brown, S. W.
- MIS Quarterly v.21 no.2;June Measuring Information System Service Quality Van Dyke, T. P.;Kappelman, L. A.;Prybutok, V. R.
- Proceedings of the 2nd International Research Seminar in Service Management Consumer satisfaction with services : Opening up the disconfirmation paradigm Wirtz, J.;Bateson, J. E. G.
- Know Your Customer : New Approaches to Understanding Customer Value and Satisfaction Woodruff, R. B.;Gardial, S. F.
- Quality Information System Zahedi, Fatemeh
- Journal of Marketing v.60 The Behavioral consequences of service quality Zeithaml, V. A.;Berry, L.L.;Parasuraman, A.
- Journal of Marketing v.52 no.July Consumer Perceptions of Price, Quality and Value : A Means-End Model and Synthesis of Evidence Zeithaml, V. A.
- Decision Science v.9 An Empirical Investigation of the Dimensionality of the Concept of Information Zmud, R. W.
- Management Science v.25 no.10 Individual difference and MIS success : A review of the empirical literature Zmud, R. W.