中文部份
[1] 王致鈞,「一個量化的軟體品質評估模式 - 基於一般使用者觀點」,碩士論文,私立東海大學,民國九十五年。[2] 行政院主計處電子資料處裡中心,「電腦應用概況報告」,民國九十七年,http://www.dgbas.gov.tw/public/Attachment/992811305871.pdf。
[3] 行政院主計處電子資料處裡中心,「電腦應用概況報告」,民國九十五年,http://www.dgbas.gov.tw/public/Attachment/812318344471.pdf。
[4] 林佑達,「政府資訊作業委外廠商服務品質之研究」,碩士論文,國立台北大學,民國九十年。[5] 林群圖,「資訊作業委外成功因素之研究」,碩士論文,私立世新大學,民國九十七年。
[6] 呂欣樺,「軟體生命週期產品品質評估流程模式的研究」,碩士論文,國立台灣科技大學,民國九十二年。[7] 吳宗穆,「軟體流程改善量化績效指標制訂之研究」,碩士論文,國立台灣科技大學,民國九十六年。[8] 洪新原,「資訊管理之彙總研究方法」,資訊管理學報,第四卷,第一期,第54~67頁,民國八十八年。
[9] 陳萬淇,「個案研究法」,華泰書局,民國八十六年。
[10] 易進忠,「內部服務品質之研究」,碩士論文,國立台北科技大學,民國九十一年。英文部分
[11] Boehm.B.W., Brown, J. R., Kaspar, J. R., et al., “Characteristic of software quality,’’ TRW Series of Software Technology, Amsterdam, North Holland, 1978.
[12] Florac, William A., Carleton, Antia D., Measuring the Software Process, Addison Wesley, 1999
[13] Garvin, D., “What does product quality really mean?” Sloan Management Review, pp.25-45, Fall 1984.
[14] Hunter, J.E., and Shmidt, F.L., Method of Meta-Analysis: Correcting Error and Bias in Research Findings, Sage Publications, 1990
[15] International Standard Organization, “ISO/IEC 14598 – Software engineering – Product evaluation,” 2000.
[16] International Standard Organization, “IEC/IEC 20000-1:2005(E), Information technology – Service management – Part 1 Specification,” 2005
[17] it Service Management Forum. “Certified Organisations,” the itSMF ISO/IEC 20000 Certification web site, http://www.isoiec20000certification.com/, 2009
[18] Lehtinen, J., “Customer-oriented Service Firm,” Finland, Weilin – Goos, 1983.
[19] Lovelock, C.H., Service Marketing, 2nd Edition., New Jersey: Prentice-Hall, 1991.
[20] McCall, J.A., P.K. Richards, G.F. Walters, “Factors in Software Quality,” Vol. 1-3, Springfield, VA: National Technical Information Service, 1977.
[21] Office of Government Commerce, UK. Glossary of Terms and Conditions, ITIL® V3 Glossary V01, May 2007
[22] Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. A conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing (49), pp.41-50, 1985.
[23] Regan , W.J., “The Service Revolution,” Journal of Marketing, Vol. 27, 1963, pp.32-36.
[24] Sasser, W.E., R.P. Olsen, Jr., and D.D. Wyckoff, “Management of Service Operations,” Text and cases, Boston: Allyn and Bacon, 1978, pp. 33-54.
[25] SEI, “CMMI® For Development SCAMPISM Class A Appraisal Results,” 2009 Mid-Year Update, Process Maturity Profile. September 2009
[26] SEI, “CMMI® for Development, Version 1.2,” CMU/SEI-2006-TR-008. August 2006
[27] SEI, “CMMI® for Services, Version 1.2,” CMU/SEI-2009-TR-001. February 2009
[28] SEI, “IDEALSM: A User’s Guide for Software Process Improvement,” CMU/SEI-96-HB-001, February 1996
[29] SEI, “Standard CMMI® Appraisal Method for Process Improvement (SCAMPISM ) A, Version 1.2: Method Definition Document,” CMU/SEI-2006-HB-002, August 2006
[30] Shewhart, Walter A. Economic Control of Quality of Manufactured Product, New York: Van Nostrand, 1931.
[31] The Office of Government, The Official Introduction to the ITIL Service Lifecycle, The Stationary Office, 2007
[32] Wheeler, Donald J., Understanding Statistical Process Control, Second Edition, 1992.
[33] Yin, Robert K., Case Study Research: Design and Methods, (Applied Social Research Methods), Sage Publications, 1989.