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1. http://www.gartner.com/technology/home.jsp

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8. Parasuraman A., Berry L. L., Zeithaml V. A. A. Conceptual Model of Service Quality and Its Implications for Future Research. // Journal of Marketing. Vol. 49. 1985.

9. Johnston R. Service operations management: from the roots up. // International Journal of Operations and Production Management. 2005. Vol. 25. No. 12. . 1298 1308.

10. Kumar V. An Empirical Investigation of the Linkage between Dependability, Quality and Customer Satisfaction in Information Intensive Service Firms. A thesis for the degree of PhD in management studies, the University of Exeter, 2010.

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05.03.2013 .



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