3H.Brian Hwarng, Cynthia Teo. Translating Customers' Voices into Operations Requirements - A QFD application in Higher Education[J]. International Journal of Quality &Reliability Management,2001,18(2):201.
4Anita Quinn. Service Quality in Higher Education[J]. Total Quality Management, 2009,2(20): 139-152.
6Roediger Voss, Thorsten Gruber, Isabelle Szmigin. Service Quality in Higher Education: The Role of Student Expectations[J]. Journal of Business Research, 2007,60:949-959.
7Gareth Williams. Total Quality Management in higher education: panacea or placebo?[J]. Higher Education, 1993,25: 229-237.
8Dean Elmuti, Yunus Kathawala ,Matthew Manippallil. Are Total Quality Management Programmes in Higher Education Worth the Effort? [J]. International Journal of Quality & Reliability Management, 1996, 6(13 ): 29-44.
10Parasuraman, A., et al. SERVQUAL : a Multiple-item Scale for Measuring Consumer Perceptions of Service Quality [J]. JournalofRetailing. 64, (1), 1988 : 12-40.
二级参考文献15
1P.F.Drunker. (1994). The Age of Social Transfromation. The Atlantic Monthly November, Volume 274, No. 5 ; Pp. 53-80.
4Henry Etzkowitz, Chunyan Zhou. (2006). "Triple Helix Twins" , Science and Public Policy,Vol 33, No.1, (2): 78-83.
5H. Brian,A. Alexander,C.Richard,Elder Tai, John Leuthold,John Parshall. (1997)."Mapping the University Technology Transfer Process", Journal of business Venturing, 12(11):423-434.
6Graham,Russian L. What Have We Learned About Science and Technology from the Experience. [M], Stanford Univ. Press, Palo Alto, 1998:129.
7Srikanthan G and Dalrymple J.Developing alternative perspectives for quality in higher education.The International Journal of Educational Management.17.3.2003:126~136.
8Parasuraman A,Zeithaml V A and Berry L L.A conceptual model of service quality and its implications for future research.Journal of Marketing.Vol 49.1985:41~50.
9Parasuraman A,Zeithaml V A and Berry L L.SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.Journal of Retailing.64(Spring):1988.12~40.
10Kaplan R S,Norton D P.The Balanced Scorecard:Translating Strategy into Action.Harvard Business School Press.1990:23.