1 |
Anderson, E.W., C. Fornell, and R.T. Rust, "Customer Satisfaction, Productivity, and Profitability:Differences Between Goods and Services," Marketing Science, Vol.16, No.2(1997), pp.129-145
DOI
ScienceOn
|
2 |
Babakus, E. and G.W. Boller, "An Empirical Assessment of SERVQUAL Scale," Journal of Business Research, Vol.24, No.3(1992), pp.253-268
DOI
ScienceOn
|
3 |
Bahli, B. and S. Rivard, "Validating Measures of Information Technology Outsourcing Risk Factors," Omega, Vol.33(2005), pp.175-187
DOI
ScienceOn
|
4 |
Bearden, W.O. and J.E. Teel, "Selected Determinants of Consumer Satisfaction and Complaint Reports," Journal of Marketing Research, Vol.20, No.1(1983), pp.21-28
DOI
ScienceOn
|
5 |
Bisby, A., "ASPerations Drive Channel Services," Computer Dealer News, Vol.15, No.40(1999), pp.1-2
|
6 |
Boulding, W., R. Staelin, A. Kaira, and V. Zeithaml, "A Dynamic Process Model of Service Quality:From Expectations to Behavioral Intentions," Journal of Marketing Research, Vol.30(1993), pp.7-27
DOI
ScienceOn
|
7 |
Campbell, D.T. and D.W. Fiske, "Convergent and Discriminant Validation by the Multitrait-Multimethod Matrix," Psychological Bulletin, Vol.56, No.2(1959), pp.81-105
DOI
ScienceOn
|
8 |
Carr, C.L., "A Psychometric Evaluation of the Expectations, Perceptions, and Differencescores Generated by the IS-Adapted SERVQUAL Instrument," Decision Sciences, Vol.33, No.2(2002), pp.281-296
DOI
ScienceOn
|
9 |
Chen, L. and K.S. Soliman, "Managing IT Outsourcing:A Value-driven Approach to Outsourcing Using Application Service Providers," Logistics Information Management, Vol.15, No.3(2002), pp.180-191
DOI
ScienceOn
|
10 |
Delone, W.H., "Determinants of Success for Computer Usage in Small Business," MIS Quarterly, Vol.12, No.1(1988), pp.51-61
DOI
ScienceOn
|
11 |
Devaraj, S., K.F. Matta, and E. Conlon, "Product and Service Quality:The Antecedents of Customer Loyalty in the Automotive Industry," Production and Operations Management, Vol.10, No.4(2001), pp.424-439
DOI
ScienceOn
|
12 |
Greising, D., "Quality:How to Make It Pay," Business Week, August 8(1994), pp.54-59
|
13 |
Durvasula, S., S. Lysonski, and S.C. Mehta, "Testing SERVQUAL Scale in the Business-to-business Sector:The Case of Ocean Freight Shipping Service," The Journal of Services Marketing, Vol.13, No.2(1999), pp.132-150
DOI
ScienceOn
|
14 |
Ekanayaka, Y., W.L. Currie, and P. Seltsikas, "Evaluating Application Service Providers," Benchmarking, Vol.10, No.4(2003), pp.343-354
DOI
ScienceOn
|
15 |
Garvin, D.A., "Competing on the Eight Aspects of Quality," Harvard Business Review, Vol.65, No.6(1987), pp.101-109
|
16 |
Hendricks, K.B. and V.R. Singhal, "Quality Awards and the Market Value of the Firm:An Empirical Investigation," Management Science, Vol.42, No.3(1996), pp.415-436
DOI
ScienceOn
|
17 |
Johnson, M.D., A. Gustafsson, T.W. Andreassen, L. Lervik, and J. Cha, "The Evolution and Future of National Customer Satisfaction Index Models," Journal of Economic Psychology, Vol.22(2001), pp.217-245
DOI
ScienceOn
|
18 |
Keating, B., R. Rugimbana, and A. Quazi, "Differentiating Between Service Quality and Relationship Quality in Cyberspace," Managing Service Quality, Vol.13, No.3(2003), pp.217-232
DOI
ScienceOn
|
19 |
Oliver, R.L., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," Journal of Marketing Research, Vol.17, No.4(1980), pp.460-469
DOI
ScienceOn
|
20 |
Oliver, R.L., "Whence Consumer Loyalty," Journal of Marketing, Vol.63(1999), pp.33-44
|
21 |
Peter, J.P., "Construct Validity:A Review of Basic Issues and Marketing Practices," Journal of Marketing Research, Vol.18(1981), pp.133-145
DOI
ScienceOn
|
22 |
Porter, M.E., "Strategy and the Internet," Harvard Business Review, Vol.79, No.3 (2001), pp.63-78
|
23 |
Phillips, L.D., D.R. Chang, and R. Buzzell, "Product Quality, Cost Position, and Business Performance:A Test of Some Key Hypotheses," Journal of Marketing, Vol.47, No.2(1983), pp.26-43
DOI
ScienceOn
|
24 |
Pitt, L.F. and R.T. Watson, "Measuring Information System Service Quality:Concerns for an Complete Canvas," MIS Quarterly, Vol.21, No.2(1997), pp.209-221
DOI
ScienceOn
|
25 |
Pons, A.P., "Enhancing the Quality-of-Service for Application Service Providers," Journal of Computer Information Systems, Vol.44, No.1(2003), pp.3-8
|
26 |
Powell, T.C., "Total Quality Management As Competitive Advantage:A Review and Study," Strategic Management Journal, Vol.16, No.1(1995), pp.15-37
DOI
ScienceOn
|
27 |
Rai, A., S.S. Lang, and R.B. Welker, "Assessing the Validity of IS Success Models:An Empirical Test and Theoretical Analysis," Information Systems Research, Vol.13, No.1(2002), pp.50-69
DOI
ScienceOn
|
28 |
Raisinghani, M. and M. Kwiatkowski, "The Future of Application Service Providers," Information Strategy:The Executive's Journal, Vol.17, No.4, pp.16-23
|
29 |
Rust, R.T., A.J. Zahorik, and T.L. Keiningham, "Return on Quality (ROQ):Making Service Quality Financially Accountable," Journal of Marketing, Vol.59, No.2(1995), pp.58-70
|
30 |
Szymanski, D.M. and D.H. Henard, "Customer Satisfaction:A Meta-Analysis of the Empirical Evidence," Journal of the Academy of Marketing Science, Vol.29, No.1(2001), pp.16-35
DOI
|
31 |
Teas, R.K., "Expectations, Performance Evaluation and Customer's Perceptions of Quality," Journal of Marketing, Vol.57(1993), pp.18-34
DOI
ScienceOn
|
32 |
Venkatraman, N. and V. Ramanujarn, "Measurement of Business Performance in Strategy Research:A Comparison of Approaches," Academy of Management Review, Vol.11, No.4(1987), pp.801-814
DOI
|
33 |
Van Riel, A.C. R., V. Liljander, and P.Jurriens, "Exploring Consumer Evaluations of E-services:A Portal Site," International Journal of Service Industry Management, Vol.12, No.4(2001), pp.359-377
DOI
ScienceOn
|
34 |
Venkatesh, V. and F.D. Davis, "A Theoretical Extension of the Technology Acceptance Model:Four Longitudinal Field Studies," Management Science, Vol.46, No.2(2000), pp.186-204
DOI
ScienceOn
|
35 |
Watson, R.T., L.F. Pitt, and C.B. Kavan, "Measuring Information Systems Service Quality:Lessons From Two Longitudinal Case Studies," MIS Quarterly, Vol.22, No.1(1998), pp.61-79
DOI
ScienceOn
|
36 |
Bitner, M.J., "Evaluating Service Encounters:The Effects of Physical Surroundings and Employee Responses," Journal of Marketing, Vol.54(1990), pp.69-82
DOI
ScienceOn
|
37 |
Fornell C. and D. Larcker, "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research, Vol.18(1981), pp.39-50
DOI
ScienceOn
|
38 |
Adam Jr., E.E., "Alternative Quality Improvement Practices and Organization Performance," Journal of Operations Management, Vol.12, No.1(1994), pp.27-44
DOI
ScienceOn
|
39 |
Kroll, M., P. Wright, and R.A. Heiens, "The Contribution of Product Quality to Competitive Advantage:Impacts on Systematic Variance and Unexplained Variance in Returns," Strategic Management Journal, Vol.20, No.4(1999), pp.375-384
DOI
ScienceOn
|
40 |
Van Dyke, T.P., V.R. Prybutok, and L.A. Kappelman, "Cautions on the Use of SERVQUAL Measure to Assess the Quality of Information Systems Services," Decision Sciences, Vol.30, No.3(1999), pp.877-891
DOI
ScienceOn
|
41 |
Palvia, P.C., "A Model and Instrument for Measuring Small Business User Satisfaction with Information Technology," Information and Management, Vol.31, No.3(1996), pp.151-163
DOI
ScienceOn
|
42 |
Bernhardt, K.L., N. Donthu and P.A. Kennett, "A Longitudinal Analysis of Satisfaction and Profitability," Journal of Business Research, Vol.47(2000), pp.161-171
DOI
ScienceOn
|
43 |
Kontoghiorghes, C., "Examining the Association between Quality and Productivity Performance in a Service Organization," The Quality Management Journal, Vol.10, No.1(2003), pp.32-42
|
44 |
Brown, T.J., G.A. Churchill and J.P. Peter Jr., "Improving the Measurement of Service Quality," Journal of Retailing, Vol.69, No.1(1993), pp.127-139
DOI
ScienceOn
|
45 |
Karnes, C.L., S.V. Sridharan, and J.J. Kanet, "Measuring Quality from the Consumer's Perspective:A Methodology and Its Application," International Journal of Production Economics, Vol.39(1995), pp.215-225
DOI
ScienceOn
|
46 |
Lin, W.T. and B.B.M. Shao, "The Relationship Between User Participation and System Success:A Simultaneous Contingency Approach," Information and Management, Vol.37, No.6(2000), pp.283-295
DOI
ScienceOn
|
47 |
Yang, Z., "Consumer Perceptions of Service Quality in Internet-based Electronic Commerce," Proceedings of the 30th EMAC Conference, May(2001), Bergen, pp.8-11
|
48 |
Parasuraman, A., V.A. Zeithalm, and L.L. Berry, "SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol.64, No.1(1988), pp.12-40
|
49 |
Roberts, B., "Making the Switch to an ASP," HR Magazine, Vol.48, No.6(2003), pp.100-106
|
50 |
Stank, T.P., T.J. Goldsby, and S.K. Vickery, "Effect of Service Supplier Performance on Satisfaction and Loyalty of Store Managers in the Fast Food Industry," Journal of Operations Management, Vol.17, No.4(1999), pp.429-447
DOI
ScienceOn
|
51 |
Brucks, M., V.A. Zeithaml and G. Naylor, "Price and Brand Name As Indicators of Quality Aspects for Consumer Durables," Journal of Academy of Marketing Science, Vol.28, No.3(2000), pp.359-374
DOI
ScienceOn
|
52 |
Bharadwaj, S.G. and A. Menon, "Determinants of Success in Service Industries:A PIMS-based Empirical Investigation," Journal of Services Marketing, Vol.7, No.4(1993), pp.19-40
DOI
ScienceOn
|
53 |
Crosby, P.B., Quality is Free, New American Library, New York, 1979
|
54 |
Smith, M.A. and R.L. Kumar, "A Theory of Application Service Provider (ASP) Use from A Client Perspective," Information and Management, Vol.41, No.8(2004), pp.977-1002
DOI
ScienceOn
|
55 |
Zeithaml, V.A., "Consumer Perceptions of Price, Quality, and Value:A Means-End Model and Synthesis of Evidence," Journal of Marketing, Vol.52, No.3(1988), pp.2-22
DOI
ScienceOn
|
56 |
Cox, J. and B.G. Dale, "Service Quality and E-Commerce:An Exploratory Analysis," Managing Service Quality, Vol.11, No.2(2001), pp.121-131
DOI
|
57 |
DeLone, W.H. and E.R. McLean, "The De-Lone and McLean Model of Information Systems Success:A Ten-Year Update," Journal of Management Information Systems, Vol.19, No.4(2003), pp.9-30
DOI
|
58 |
Seddon, P.B., "A Respecification and Extension of the DeLone and McLean Model of IS Success," Information System Research, Vol.8, No.3(1997), pp.240-253
DOI
ScienceOn
|
59 |
Susarla, A., A. Barua, and A.B. Whinston, "Understanding service Component of Application Service Provision:An Empirical Analysis of Satisfaction with ASP Services," MIS Quarterly, Vol.27, No.1(2003), pp.91-123
DOI
|
60 |
Aladwani, A.M. and P.C. Palvia, "Developing and Validating an Instrument for Measuring User-perceived Web Quality," Information and Management, Vol.39, No.6(2002), pp.467-476
DOI
ScienceOn
|
61 |
Fornell C., "A National Customer Satisfaction Barometer, The Swedish Experience," Journal of Marketing, Vol.56(1992), pp.6-21
DOI
ScienceOn
|
62 |
Parasuraman, A., L.L. Berry, and V.A. Zeithalm, "Refinement and Reassessment of SERVQUAL Scale," Journal of Retailing, Vol.67, No.4(1991), pp.420-450
|
63 |
Soliman, K.S., "A Framework for Global IS Outsourcing by Application Service Providers," Business Process Management Journal, Vol.9, No.6(2003), pp.735-744
DOI
ScienceOn
|
64 |
Hair, J.E.Jr., R.E. Anderson, R.L. Tatham, and W.C. Black, Multivariate Data Analysis, Fifth Edition, Prentice-Hall International, Inc, 1998
|
65 |
Bailey, J.E. and S.W. Pearson, "Development of a Tool for Measuring and Analyzing Computer User Satisfaction," Management Science, Vol.29, No.5(1983), pp.530-545
DOI
ScienceOn
|
66 |
Fornell, C., M.D. Johnson, E.W. Anderson, J. Cha, and B.E. Bryang, "The American Customer Satisfaction Index:Nature, Purpose, and Findings," Journal of Marketing, Vol.60(1996), pp.7-18
DOI
ScienceOn
|
67 |
Galletta, D.F. and A.L. Lederer, "Some Cautions on the Measurement of User Information Satisfaction," Decision Sciences, Vol.20(1989), pp.419-438
DOI
|
68 |
Sharma, S.K. and J.N.D. Gupta, "Application Service Providers:Issues and Challenges," Logistics Information Management, Vol.15, No.3(2002), pp.160-169
DOI
ScienceOn
|
69 |
Kettinger, W.J., C.C. Lee, and S. Lee, "Global Measures of Information Service Quality:A Cross-National Study," Decision Sciences, Vol.26, No.5(1995), pp.569-588
DOI
|
70 |
Kettinger, W.J. and C.C. Lee, "Perceived Service Quality and User Satisfaction with the Information Services Function," Decision Sciences, Vol.25, No.5-6(1994), pp.737-766
DOI
ScienceOn
|
71 |
Remenyi, D. and A. Money, "A User-Satisfaction Approach to IS Effectiveness Measurement," Journal of Information Technology, Vol.6, No.3/4(1991), pp.162-175
DOI
|
72 |
Baroudi, J.J. and W.J. Orlikowski, "A Shortform Measure of User Information Satisfaction:A Psychometric Evaluation of Notes on Use," Journal of Management Information Systems, Vol.4, No.4(1988), pp.44-59
DOI
|
73 |
Garvin, D.A., Managing Quality:The Strategic and Competitive Edge, Free Press, New York, 1988
|
74 |
Gotlieb, J.B., D. Grewal, and S.W. Brown, "Consumer Satisfaction and Perceived Quality:Complementary or Divergent Constructs?" Journal of Applied Psychology, Vol.79, No.6(1994), pp.875-885
DOI
ScienceOn
|
75 |
Lehtinen, U. and J.R. Lehtinen, "Two Approaches to Service Quality Aspects," Service Industries Journal, Vol.11, No.3(1991), pp.287-303
DOI
ScienceOn
|
76 |
Nunnally, J.C. and I.J. Vernstein, Psychometric Theory, McGraw-Hill, New York, 1994
|
77 |
Olsen, S.O., "Comparative Evaluation and the Relationship Between Quality, Satisfaction, and Repurchase Loyalty," Journal of the Academy of Marketing Science, Vol.30, No.3(2002), pp.240-249
DOI
|
78 |
Parasuraman, A., V.A. Zeithaml, and L.L. Berry, "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Vol.49, No.4(1985), pp.41-50
|
79 |
Edvardsson, B., M.D. Johnson, A. Gustafsson, and T. Strandvik, "The Effects of Satisfaction and Loyalty on Profits and Growth:Products versus Services," Total Quality Management, Vol.11, No.7(2000), pp.917-927
DOI
|
80 |
Doll, W.J. and G. Torkzadeh, "The Measurement of End-user Computing Satisfaction," MIS Quarterly, Vol.12(1988), pp.259-274
DOI
ScienceOn
|
81 |
Pflughoeft, K.A., K. Rammamurthy, E.S. Soofi, M.Y. Ardekani, and F.M. Zahedi, "Multiple Conceptualizations of Small Business Web Use and Benefit," Decision Sciences, Vol.34, No.3(2003), pp.467-512
DOI
ScienceOn
|
82 |
Garvin, D.A., "What Does "Product Quality" Really Mean?" Sloan Management Review, Vol.26(1984), pp.25-43
|
83 |
Bei, L.T. and Y.C. Chiao, "An Integrated Model for the Effects of Perceived Product, Perceived Service Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol.14(2001), pp.125-140
|
84 |
Chau. P.Y.K., "Reexamining a Model for Evaluating Information Center Success Using a Structural Equation Modeling Approach," Decision Sciences, Vol.28, No.2(1997), pp.309-334
DOI
ScienceOn
|
85 |
Currie, W.L. and P. Seltsikas, "Exploring the Supply-side of IT Outsourcing:Evaluating the Emerging Role of Application Service Providers," European Journal of Information Systems, Vol.10(2001), pp.123-134
DOI
|
86 |
Igbaria, M., N. Zinatelli, and A.L.M. Cavaye, "Analysis of Information Technology Success in Small Firms in New Zealand," International Journal of Information Management, Vol.18, No.2(1998), pp.103-119
DOI
ScienceOn
|
87 |
Murthy, D.N.P. and K.R. Kumar, "Total Product Quality," International Journal of Production Economics, Vol.67, No.3(2000), pp.253-267
DOI
ScienceOn
|
88 |
Sivadas, E. and J.L. Baker-Prewitt, "An Examination of the Relationship Between Service Quality, Customer Satisfaction, and Store Loyalty," International Journal of Retail and Distribution Management, Vol.28, No.2/3(2000), pp.73-82
DOI
ScienceOn
|
89 |
Anderson, J.C. and D.W. Gerbing, "Structural Equation Modeling in Practice:A Review and Recommended Two-step Approach," Psychological Bulletin, Vol.103(1988), pp.411-423
DOI
|
90 |
Dholakia, R.R. and N. Kshetri, "Factors Impacting the Adoption of the Internet among SMEs," Small Business Economics, Vol.23(2004), pp.311-322
DOI
ScienceOn
|
91 |
Morikawa, M., "Information Technology and the Performance of Japanese SMEs," Small Business Economics, Vol.23, No.4 (2004), pp.171-177
DOI
ScienceOn
|
92 |
Sigala, M., "The ASP-Qual Model:Measuring ASP Service Quality in Greece," Managing Service Quality, Vol.14, No.1(2004), pp.103-114
DOI
ScienceOn
|
93 |
Pitt, L.F., R.T. Watson, and C.B. Kavan, Service Quality:A Measure of Information Systems Effectiveness," MIS Quarterly, Vol.19, No.2(1995), pp.173-187
DOI
ScienceOn
|
94 |
Zeithaml, V.A., "Service Quality, Profitability, and the Economic Worth of Customers:What We Know and What We Need to Learn," Journal of the Academy of Marketing Science, Vol.28, No.1(2000), pp.67-85
DOI
ScienceOn
|
95 |
Ulfelder, S., "Evaluate The ASP Phenomenon," Computer World, Vol.34, No.1(2000), pp.22-23
|
96 |
Agus, A., "The Structural Linkages between TQM, Product Quality Performance, and Business Performance:Preliminary Empirical Study in Electronics Companies," Singapore Management Review, Vol.27, No.1(2005), pp.87-105
|
97 |
Doll, W.J., D. Ziaodong, T.S. Raghunathan, G. Torkzadeh, and X. Weidong, "The Meaning and Measurement of User Satisfaction:A Multigroup Invariance Analysis of the End-User Computing Satisfaction Instrument," Journal of Management Information Systems, Vol.21, No.1(2004), pp.227-262
DOI
|
98 |
Jiang, J.J., G. Klein, and C.L. Carr, "Measuring Information System Service Quality:SERVQUAL from the Other Side," MIS Quarterly, Vol.26, No.2(2002), pp.145-166
DOI
ScienceOn
|
99 |
Anderson, E. and M. Sullivan, "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, Vol.12, No.2(1993), pp.125-143
DOI
ScienceOn
|
100 |
Liao, Z. and M.T. Cheong, "Internet-based e-banking and Consumer Attitudes:An Empirical Study," Information and Management, Vol.39, No.4(2002), pp.283-295
DOI
ScienceOn
|
101 |
Harvey, J., "Service Quality:A Tutorial," Journal of Operations Management, Vol. 16, No.5(1998), pp.583-597
DOI
ScienceOn
|
102 |
Dabholkar, P.A., C.D. Shepherd and D.I. Thorpe, "A Comprehensive Framework for Service Quality:An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study," Journal of Retailing, Vol.76, No.2(2000), pp.139-173
DOI
ScienceOn
|
103 |
Korea National Statistical Office, Basic Statistical Survey on Business, 2002
|
104 |
Garvin, D.A., "Quality on the Line," Harvard Business Review, Vol.61(1983), pp.65-75
|
105 |
Kang, H. and G. Bradley, "Measuring the Performance of IT Services:An Assessment of SERVQUAL," International Journal of Accounting Information Systems, Vol.3, No.3(2002), pp.151-164
DOI
ScienceOn
|
106 |
Palvia, P.C. and S.C. Palvia, "An Examination of the IT Satisfaction of Smallbusiness Users," Information and Management, Vol.35, No.3(1999), pp.127-137
DOI
ScienceOn
|
107 |
Carman, J.M., "Consumer Perceptions of Service Quality:An Assessment of SERVQUAL Aspect," Journal of Retailing, Vol.66(1990), pp.33-55
|
108 |
European Commission, Observatory of European SMEs 2002, 2002
|
109 |
Santos, J., "E-Service Quality:A Model of Virtual Service Quality Aspects," Managing Service Quality, Vol.13, No.3(2003), pp.233-246
DOI
ScienceOn
|
110 |
Cronin, J.J.Jr. and S.A. Taylor, "Measuring Service Quality:A Reexamination and Extension," Journal of Marketing, Vol.56 (1992), pp.55-68
|
111 |
Hall, A., "ASPing for Trouble:Application Service Providers Haven't Lived up to Their Hype. But Don't Write Them off Yet," Business Week, December 4(2000), p.F21
|
112 |
Stone-Romero, E.F., D.L. Stone, and D. Grewal, "Development of a Multiaspectal Measure of Perceived Product Quality," Journal of Quality Management, Vol.2, No.1(1997), pp.87-111
DOI
ScienceOn
|
113 |
Rabinovich, E. and J.P. Bailey, "Physical Distribution Service Quality in Internet Retailing:Service Pricing, Transaction Attributes, and Firm Attributes," Journal of Operations Management, Vol.21(2004), pp.651-672
DOI
ScienceOn
|
114 |
Cronin, J.J.Jr., M.K., Brady, and G.T.M. Hult, "Assessing the Effects of Quality, Value, and Customer Satisfaction on Behavioral Intention in Service Environments," Journal of Retailing, Vol.76, No.2(2000), pp.193-218
DOI
ScienceOn
|
115 |
Jayatilaka, B., A. Schwartz, and R. Hirschheim, "Determinants of ASP Choice:An Integrated Perspective," European Journal of Information Systems, Vol.12(2003), pp.210-224
DOI
ScienceOn
|
116 |
Parasuraman, A., V.A. Zeithaml, and L.L. Berry, "Reassessment of Expectations As a Comparison Standard in Measuring Service Quality:Implications for Further Research," Journal of Marketing, Vol.58(1994), pp.111-124
DOI
ScienceOn
|
117 |
Taylor, S.A. and T.L. Baker, "An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions," Journal of Retailing, Vol.70, No.2(1994), pp.163-178
DOI
ScienceOn
|
118 |
Anderson, E.W., C. Fornell and D.R. Lehman, "Customer Satisfaction, Market Share, and Profitability:Findings from Sweden," Journal of Marketing, Vol.58, No.3(1994), pp.53-66
|
119 |
DeLone, W.H. and E.R. McLean, "Information Systems Success:The Quest for the Dependent Variable," Information Systems Research, Vol.3, No.1(1992), pp.60-95
DOI
|
120 |
Ferguson, J.M. and R.A. Zawacki, "Service Quality:A Critical Success Factors for IS Organizations," Information Strategy:The Executive's Journal, Vol.9, No.2(1993), pp.24-30
|
121 |
Reichheld, F.F. and W.E. Sasser, "Zero Defections:Quality Comes to Services," Harvard Business Review, Vol.68, No.5(1990), pp.105-111
|