Reference: | 壹、 英文部分 1. [2], Kaoru Ishjkawa, ”What is Total Quality Control?”, Prentice Hall, 1985. 2. [3], Juran, J. and Gryna, F., “Quality Planning and Analysis”, 2nd ed. New York : McGraw-Hill, 1980. 3. [6], Feigenbaum, A.V., “Quality Control: Principles, Practice, and Administration”, McGraw-Hill, New York. 1951. 4. [7], Saaer and Stephen A., “Selling Jobs in the Service Sector“, Business Horizons, 19(June): p61-65. 5. [8], Oliver, R. L., “Measurement and Evaluation of Satisfaction Processes in Retailing Setting”, Journal of Retailing, 57(Fall), 1981, 25-48. 6. [9], Garvin, D. A., “Quality On The Line”, Harvard Business Review, 1983 (Sep.-Oct.), 65-75. 7. [10], Dodds, W. B. and Monroe, K. B., “The Effect of Brand and Price Information on Subjective Product Evaluations”, Advances in Consumer Research XII, 1984. 8. [11], Holbrook, M. B. and Corfman, K. P., “Quality and Value in the Consumption Experience: Phaedrus Rides Again in Perceived Quality”, LM: Lexington Book, 31-57. 1985. 9. [12], Zeithaml, V. A., “Consumer Perceptions of Price Quality, and Value: A Means-End Model and synthesis of Evidence,” Journal of marketing, 52(3), 1988, 2-22. 10. [13], Olshavsky, R. W., “Perceived Quality in Consumer Decision Making: An Integrated Perspective”, Lexington Book. 1985. 11. [14], Parasurman, A., Zeithaml, V. A. and Berry, L. L, “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, 4, 1985, 41-50. 12. [16], Juran, J. M., “Quality Control Handbook, 3rd Ed.”, McGraw-Hill, New York, 1974: 2-2. 13. [17], Rosander, A. C., “Application of Quality Control in the Service Industries”, New York: ASQC Quality Press. 1985. 14. [18], Parasuraman, A., Zeithmal V. A. and Berry L. L., “SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, 64, 1988, 111-124. 15. [19], ISO/IEC 20000-1:2005(E), “Information technology – Service management – Part 1 : Specification”, 2005-12-15. 16. [20], Deming, W. E., “Quality, Productivity and Competitive Position”, 1982. 17. [21], Pande, Neuman and Cavanagh, “The Six Sigma”, McGraw-Hill, ISBN:9574933997, 2001. 18. [22], Peter S. P., Robert P. and Roland R. C., “The Six Sigma Way: How GE, Motorola, and other top companies are honing their performance”, McGraw-Hell, New York, 2000. 19. [23], Forrest, W. and Breyfogle III, “Implementing Six Sigma: Smarter Solutions Using Statistical Methods”, Second Edition: March 24, 2003. 20. [24], Ivor, M. and Colin R., “IT Service Management”, itSMF Ltd, ISBN 0-9534706-1-6-5, 2.1.b, p5. 21. [25], Colin R., “An Introductory Overview of ITIL”, itSMF Ltd, version 1.0a, 2004. 22. [26], HP Education, “ITIL Essentials for IT Service Management”, 2002, page 1-33. 23. [27], Kaplan, R. and Norton, D. P., “Using the Balance scorecard as a Strategic Management System”, Harvard Business Review, 1996. 24. [28], Kaplan, R. and Norton, D. P., “The Balanced Scorecard”, Harvard Business School Press, ISBN 0875846513, 1 Jan 1996. 25. [29], McNeill, R., “TQM and Northern Arizona University. Cornell Hotel and Restaurant Administration Quarterly, 34(6), 1993, 92. 26. [30], Waldman, D. A. and Gopalakrishnan M., “Operational, Organizational, and Human Resource Factors Predictive of Customer Perceptions of Service Quality”, Journal of Quality Management, 1(1), 1996, 91-107. 27. [31], Deming, W. E., “Out of the Crisis, Cambridge, MA: MIT Center for Advance Engineering”, 1986. 28. [32], Johnston, R., “The Customer as Employee”, International Journal of Production and Operations Management, 9(5), 1989, 15-23. 29. [33], Buzzle, R. D. and Gale, B. T., “The PIMS Principle”, New York Free Press, 1989. 30. [34], Crosby, P. B., “Quality is Free”, New York: New American Library, 1979. 31. [35], Philips, L. W., Chang D. R. and Buzzle R. D., “Product Quality, Cost Position, and business Performance”, Journal of Marketing, Spring, 1983. 32. [36], Ho, S.K.M. “Is ISO 9000series for Total Quality Management?”, International Journal of Quality and Reliability Management, Vol, Iss..9, 1994, pp.74-89. 33. [37], Subir C., “The Power of Six Sigma: An Inspiring Tale of How Six Sigma Is Transforming the Way We Work”, Financial Times Prentice Hall, June 19, 2001. 34. [38], Dotchin J. A. and Oakland J. S., “Total Quality Management in Services Part 1: Understanding and Classifying Services”, Emerald Group Publishing Limited, International Journal of Quality & Reliability Management, Volume 11, Number 3, May 1994, pp. 9-26(18). 35. [39], Juran, J. M., and Gryna F. M., “Quality Planning and Analysis”, New York: McGraw-Hill, 1980. 36. [40], John S., "ISO 9000 in Service: The Good, the Bad And the Ugly”, 2005. 37. [41], Thomas J. D. and Lawrence D. F., “Evaluating the Deming Management Model of Total Quality in Services”, 2004. 38. [42], Arora and Madan L., “Project management: One step beyond”, 1995. 39. [43], Ravichandran, T. and Arun, R., “Total quality management in information systems development: Key constructs and Relationships”, 1999. 40. [44], Price, Michael J, Chen, E. E., “Total quality management in a small, high-technology company”, 1993. 41. [45], Gabor, A., “How W. Edwards Deming Brought the Quality Revolution to America--The Stories of Ford, Xerox, and GM”, 1992. 42. [46], “Case study: Have TQM organisations adjusted their performance management (appraisal) systems? A study of UK-based TQM-driven organizations”, 2004. 43. [47], Harry, M.J., “Abatement of Business Risk Is Key To Six Sigma. Quality Progress”, 2000. 44. [48], Neal, Judith A, Tromley, Cheryl L, Lopez, Ernie, Russell, Jeanne, “From incremental change to retrofit:Creating high-performance”, 1995. 45. [49], Peter S. P. and Patrick C., “Turning quality into a Management System”, 2000. 46. [50], Flynn, B. B, Schroeder, R. G. and Sakakibara S., “The impact of quality management practices on performance and competitive advantage”, 1995. 47. [51], Jambekar A. B., “A systems thinking perspective of maintenance, operations, and process quality”, 2000. 48. [52], Price, Michael J, Chen, E. E., “Total quality management in a small, high-technology company”, 1993. 49. [53], Thomas P., “Why Six Sigma is not TQM?”, 2001. 50. [54], Hoerl, R. W., “Six Sigma and the Future of the Quality Profession”, 1998. 51. [55], Chong T. A. and Duane C. T., “Elements and Principles of Training as a Performance Improvement Solution”, 2006. 52. [56], Price, Michael J, Chen, E. E., “Total quality management in a small, high-technology company”, 1993. 53. [57], Pande, P. S., Robert, P. N. and Cavanagh, R. R., “The Six Sigma Way:How GE, Motorola, and Other Top Companies Are Honing Their Performance”, 2000. 54. [58], Sandholm, L. and Sorqvist, L., “12 requirements for Six Sigma successes”, 2002. 55. [59], Snee, R. D., “Impact of Six Sigma on Quality Engineering”, 2000. 56. [60], OGC, “ITIL Service Support CD”, 2003. 57. [61], Yin, P.K., “Case Study Research:Design and Methods”, SAGE Publication, 1994. 貳、 中文部份 1. [1],資策會網站, http://www.iiiedu.org.tw/industry/ITIL_Series.htm 2. [4], 戴永久,”品質管理”,台北:三民書局,1987。 3. [5], 戴永久,”品質管理”,智勝出版社,2002。 4. [15], 翁崇雄,”提昇服務品質策略之研究”,臺大管理論叢,第二卷,第一期,41-81頁,1991。 5. [62], 黃文卿,“深度訪談之理論與實務”,國家公園學報,第八卷,第二期,166–178頁,1998。 |