la calidad del servicio percibida en entornos virtuales de formación

La calidad del servicio percibida en entornos virtuales de

formación superior

María Jesús Martínez Argüelles

ADVERTIMENT. La consulta d’aquesta tesi queda condicionada a l’acceptació de les següents condicions d'ús: La difusió d’aquesta tesi per mitjà del servei TDX (www.tdx.cat) ha estat autoritzada pels titulars dels drets de propietat intel·lectual únicament per a usos privats emmarcats en activitats d’investigació i docència. No s’autoritza la seva reproducció amb finalitats de lucre ni la seva difusió i posada a disposició des d’un lloc aliè al servei TDX. No s’autoritza la presentació del seu contingut en una finestra o marc aliè a TDX (framing). Aquesta reserva de drets afecta tant al resum de presentació de la tesi com als seus continguts. En la utilització o cita de parts de la tesi és obligat indicar el nom de la persona autora. ADVERTENCIA. La consulta de esta tesis queda condicionada a la aceptación de las siguientes condiciones de uso: La difusión de esta tesis por medio del servicio TDR (www.tdx.cat) ha sido autorizada por los titulares de los derechos de propiedad intelectual únicamente para usos privados enmarcados en actividades de investigación y docencia. No se autoriza su reproducción con finalidades de lucro ni su difusión y puesta a disposición desde un sitio ajeno al servicio TDR. No se autoriza la presentación de su contenido en una ventana o marco ajeno a TDR (framing). Esta reserva de derechos afecta tanto al resumen de presentación de la tesis como a sus contenidos. En la utilización o cita de partes de la tesis es obligado indicar el nombre de la persona autora. WARNING. On having consulted this thesis you’re accepting the following use conditions: Spreading this thesis by the TDX (www.tdx.cat) service has been authorized by the titular of the intellectual property rights only for private uses placed in investigation and teaching activities. Reproduction with lucrative aims is not authorized neither its spreading and availability from a site foreign to the TDX service. Introducing its content in a window or frame foreign to the TDX service is not authorized (framing). This rights affect to the presentation summary of the thesis as well as to its contents. In the using or citation of parts of the thesis it’s obliged to indicate the name of the author.

LA CALIDAD DEL SERVICIO PERCIBIDA

EN ENTORNOS VIRTUALES DE

FORMACIÓN SUPERIOR

Tesis doctoral: María Jesús Martínez Argüelles

Director: Dr. José María Castán Farrero

Departamento de Economía y Organización de Empresas

Universidad de Barcelona

Barcelona, Enero de 2006

Bibliografía

BIBLIOGRAFÍA Aaker, D. A. y Jacobson, R. (1994). “The Financial Information Content of Perceived Quality”.

Journal of Marketing Research, 31 (Mayo), 191-201. Abeles, T. P. (1998). “The academy in a wired world”. Futures, 30 (7), 603-613. Abeles, T. P. (1999). “The inevitability of a business model for higher education”. The Journal of

Future Studies, Strategic Thinking and Policy, 1 (1), 10-16. Abernathy, W. J. y Clark, K. B. (1985). “Innovation: Mapping the Winds of Creative Destruction”.

Research Policy, 14, 3-22. Abernathy, W. J. y Corcoran, J. E. (1983). “Relearning from the old masters: Lessons of the

American system of manufacturing”. Journal of Operations Management, 3, 155-168. Abdullah, F. (2005). “HEdPERF versus SERVPERF: The quest for ideal measuring instrument of

service quality in higher education”. Quality Assurance in Education, 13 (4), 305-327. Abbott, L. (1955). Quality and Competition. New York: Columbia University Press. Ackoff, R. L. (1993). Ackoff fables: irreverent reflections on business and burocracy. Barcelona:

Ediciones Granica. Achrol, R. S. (1997). “Changes in the Theory of Interorganizational Relations in Marketing: Toward

a Network Paradigm”. Journal of the Academy of Marketing Science, 25 (1), 56-71. Achrol, R. S. y Kotler, P. (1999). "Marketing in the network economy". Journal of Marketing, 63,

146-64. Ackoff, R. (1989). “The Circular Organization: an Update”. Academy of Management Executive, 3

(1), 11-16. Adler, P. S. (1999). “Building better bureaucracies”. Academy of Management Executive, 13 (4), 36-

47. Afuah, A. (2001). “Dynamic Boundaries of the Firm: Are Firms Better Off Being Vertically

Integrated in the Face of a Technological Change?”. Academy of Management Journal, 44 (4), 1211-1228.

Agarwal, R. y Karahanna, E. (2000). “Time Flies When You're Having Fun: Cognitive Absorption and Beliefs about Information Technology Usage”. MIS Quarterly, 24 (4), 665-694.

Agarwal, S. y Teas, R. K. (2001). "Perceived Value: Mediating Role of Perceived Risk". Journal of Marketing Theory & Practice, 9 (4), 1-14.

Aghion, P. y Howitt, P. (1998). Endogenous Growth Theory. Cambridge: MIT Press. Aguer, M. (2000). Las organizaciones virtuales. El reto del nuevo siglo. Madrid: Pirámide. Ahmad, S. (2002). “Service Failures and Customer Defection: A Closer Look at Online Shopping

Experiences”. Managing Service Quality, 12 (1), 19-29. Ahuja, G. (2000a). "Collaboration Networks, Structural Holes, and Innovation: A Longitudinal

Study". Administrative Science Quarterly, 45, 425-455. Ahuja, G. (2000b). "The Duality of Collaboration: Inducements and opportunities in the Formation

of Interfirm Linkages". Strategic Management Journal, 21, 317-343. Ahuja, G. y Carley, K. M. (1998). “Network and Structure in Virtual Organizations”. Journal of

Computer Mediated Communication, 3 (4). Ahuja, G. y Lampert, C. M. (2001). “Entrepreneurship in the Large Corporation: a Longitudial

Study of How Established Firms Create Breakthrough Inventions”. Strategic Management Journal, 22, 521-543.

AIIA, A. I. I. A.-. (2001). “Australian Involvement in International Telecommunications- Standards Making Activities”. Discussion Paper. Disponible en la siguiente dirección electrónica: <http://www.aiia.com.au/dpms/dpms/340/>. Consultado: 12/04/2004.

Aigbedo, H. y Parameswaran, R. (2004). “Importance-Performance Analysis for Improving Quality of Campus Food Service”. International Journal of Quality & Reliability Management, 21 (8), 876-896.

Ajzen, I. (1991). “The Theory of Planned Behavior”. Organizational Behavior & Human Decision Processes, 50, 179-211.

Ajzen, I. (2002a). “Perceived behavioral control, self-efficacy, locus of control, and the theory of planned behavior”. Journal of Applied Social Psychology, 32, 665-683.

Ajzen, I. (2002b). “Constructing a TpB Questionnaire: Conceptual and Methodological Considerations”. Documento de trabajo. Amherst: Universidad de Massachusetts.

Ajzen, I. y Fishbein, M. (1977). “Attitude-behavior relations: a theoretical analysis and review of empirical research”. Psychological Bulletin, 84, 888-918.

465

http://www.aiia.com.au/dpms/dpms/340/

Calidad del servicio percibida en entornos virtuales de formación superior

Ajzen, I. y Fishbein, M. (1980). Understanding Attitudes and Predicting Social Behavior. Englewood Cliffs: Prentice-Hall.

Aladwani, A. M. y Palvia, P. C. (2002). “Developing and validating an instrument for measuring user-perceived web quality”. Information and Management, 39, 457-476.

Alba, J., Lynch, J. W. B., Janiszewski, C., Lutz, R., Sawyer, A. y Wood, S. (1997). “Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplace”. Journal of Marketing, 61 (3), 38-53.

Alberty, S. y Mihalik, B. (1989). “The use of importance-performance analysis as an evaluative technique in adult education”. Evaluation Review, 13 (1), 33-44.

Albizu-Gallastegui, E. (1997). Flexibilidad Laboral y Gestión de los Recursos Humanos. Barcelona: Ariel.

Alchian, A. y Demsetz H. (1972). “Production, Information Costs, and Economic Organization”. American Economic Review, 62 (5), 777-795.

Aldridge, S. y Rowley, J. (1998). “Measuring customer satisfaction in higher education”. Quality Assurance in Education, 6, (4), 197-204.

Alemany, R. (1994). “Modelització de la durada dels estudis universitaris: una aplicació a la Universitat de Barcelona”. Col·lecció de Tesis Doctorals Microfitxades. Nº 2211. Barcelona: Publicacions Universitat de Barcelona.

Allen, J. y Davis. D. (1991). “Searching for excellence in marketing education: the relationship between service quality and three outcome variables”. Journal of Marketing Education, 12, 47-55.

Álvarez, M. y Rodríguez, S. (1997). “La calidad total en la universidad: ¿podemos hablar de clientes?”. Boletín de Estudios Económicos, 52 (161), 333-352.

AMA-Brussels (1988). Service: the competitive edge. Brussels: American Management Associate Europe Study, Management Center Europe.

Amin, A. y Dietrich, M. (1990). "From Hierarchy to ’Hierarchy’: the Dinamics of contemporary Corporate Restructuring in Europe". Citado en Belussi, F. (ed.) (1992). Nuovi Modelli d’Impresa. Gerarchie Organizzative e Imprese Rete, FrancoAngeli, Milano.

Amin, A. y Robins, K. (1992). "Distritos Industriales y Desarrollo Regional: Límites y Posibilidades". En Pyke, F., Becattini, G., y Sengenberger, W. (eds.), Los Distritos Industriales y las Pequeñas Empresas (I), Distritos Industriales y Cooperación Interempresarial en Italia, Madrid: Ministerio de Trabajo y Seguridad Social.

Amit, R. y Shoemaker, P. J. H. (1993). "Strategic assets and organizational rent". Strategic Management Journal, 14, 33-46.

Amit, R., y C. Zott (2001). "Value creation in e-Business". Strategic Management Journal, 22 (6), 493-520.

Amstrong, J. S. y Overton, T. S. (1977), “Estimating Non response Bias in Mail Surveys”. Journal of Marketing Research, 14, 396-402.

Anderson, E. W. (1995). “High tech v. high touch: a case study of TQM implementation in higher education”. Managing Service Quality, 5, (2), 48-56.

Anderson, E. W., Fornell, C. y Lehmann, D.R. (1994). “Customer satisfaction, market share, and profitability: findings from Sweden”. Journal of Marketing, 58, 53-66.

Anderson, E. W. y Mittal, V. (2000). “Strengthening the Satisfaction-Profit Chain”. Journal of Service Research, 3 (2), 107-120.

Anderson, E. W. y Sullivan M. W. (1993). “The antecedents and consequences of customer satisfaction for firms”. Marketing Science, 12 (2), 125-143.

Anderson, E. W. y Zwelling, L. (1996). “Measuring service quality at the University of Texas M.D. Anderson Cancer Center”. International Journal of Health Care Quality Assurance, 7, 9-22.

Anderson, R. E. y Srinivasan, S. S. (2003). “E-satisfaction and e-loyalty: a contingency framework”. Psychology and Marketing, 20 (2), 123-38.

Andersson, T. D. (1992). “Another model of service quality: a model of causes and effects of service quality tested on a case within the restaurant industry”. En Kunst, P. y Lemmink, J. (Eds), Quality Management in Service, 41-58. Holanda: van Gorcum.

Andrews, K. R. (1971). The Concept of Corporate Strategy. Homewood: Irwin. Andriessen, J. H. T. H. (1991). “Mediated communication and new organisational forms”. En

Cooper, C. L. y Robertson, I. T. (ed.). International Review of Industrial and Organisational Psychology. Chichester: Wiley.

Ansoff, H.I. (1965). Corporate Strategy. New York: McGraw-Hill.

466

Bibliografía

Aoki, M. (1990). "Toward an economic model of the Japanese firm". Journal of Economic Literature, 28, 1-27.

Apelbaum, J. y Pattón. C. (2002). “Downsizing the University: Bonne Chancel”. International Journal of Educational Management, 16 (3), 126-136.

Applegate, L., Cash, J. y Mills, D. Q. (1988). “Information Technology and Tomorrow’s Manager”. Harvard Business Review, Noviembre-Diciembre, 128-136.

Applegate, L., Hoslsapple, C., Kalakota, R., Radermacher, F. y Whinston, A. (1996). “Electronic commerce: Building blocks of new business opportunity”. Journal of Organizational Computing and Electronic Commerce, 6 (1), 1-10.

Applegate, L., McKennye, J. L. y McFarlan, F. W. (1999). Corporate Information Systems Management: Text and Cases. Boston: McGraw-Hill Higher Education.

Arasli, H., Mehtap-Smadi, S. y Katircioglu, S. T. (2005). “Customer service quality in the Greek Cypriot banking industry”. Managing Service Quality, 15 (1), 41-56.

Arasli, H., Katircioglu, S. T. y Mehtap-Smadi, S. (2005). “A comparison of service quality in the banking industry: Some evidence from Turkish-and Greek-speaking areas in Cyprus. International Journal of Bank Marketing, 23 (7), 508-526.

Ariely, D. (2000). “Controlling the Information Flow: Effects on Consumers’ Decision Making and Preferences”. Journal of Consumer Research, 27 (2), 233-48.

Arndt, J. A. (1968). “Selective processes in word-of-mouth”. Journal of Advertising Research, 8, 19-22.

Arnold, S. y Fischer, E. (1994). “Hermeneutics and Consumer Research”. Journal of Consumer Research, 21 (1), 55-71.

Arrow, K. (1962a). "Economic Welfare and the Allocation of Resources for Inventions." En The Rate and Direction of Inventive Activity: Economic and Social Factors, Princeton University Press.

Arrow, K. (1962b). "The economic implications of learning by doing". Review of Economic Studies, 29, 155-173.

Arrow, K. (1969). "The Organization of Economic Activity: Issues Pertinent to the Choice of Market versus Non-market Allocation”. En Arrow, K. (1983). Collected Papers of Kenneth Arrow: General Equilibrium. Cambridge: Harvard University Press.

Arrow, K. (1973). “Higher Education as a Filter”. Journal of Public Economics, 2 (Julio), 193-216. Arrow, K. (1974). The Limits of Organizations. New York: Norton. Arruñada, B. (1998). Teoría contractual de la empresa. Madrid: Marcial Pons. Artis, M y Guillén, M. (1998) “Variables exògenes qualitatives”. En Artís, M. y Suriñach, J. (coord.),

Introducció a l’econometria. Barcelona: UOC. Asubonteng, P., McCleary, K. J. y Swan, J. E. (1996). “SERVQUAL revisited: a critical review of

service quality”. The Journal of Service Marketing, 10 (6), 62-81. Atilgan, E., Akinci, S. y Aksoy, S. (2003). “Mapping service quality in the tourism industry”.

Managing Service Quality, 13 (5), 412-422. Avkiran N. K. (1994). “Developing an instrument to measure customer service quality in branch

banking”. International Journal of Bank Marketing, 12 (6), 10-18. Ba, S. y Pavlou, P. A. (2002). “Evidence of the Effect of Trust in Electronic Markets: Price

Premiums and Buyer Behavior”. MIS Quarterly, 23 (4), 243-268. Babakus, E. y Boller. G. (1992). “An Empirical Assessment of the SERVQUAL Scale”. Journal of

Business Research, 24, 253-268. Babakus, E. y Inhofe, M. (1991). “The role of expectations and attribute importance In the

measurement of service quality”. En Gilly, M.C. et al. (ed.), Proceedings of the Summer Educators’ Conference, American Marketing Association, Chicago, IL.

Babakus, E. y Mangold, W. G. (1992). “Adapting the SERVQUAL scale to hospital services: an empirical investigation”. Health Services Research, 26 (2), 767-86.

Bacon, D. R. (2003). “A comparison of approaches to importance-performance analysis”. International Journal of Market Research, 45 (1), 55-71.

Badaracco, J. L. (1991). The Knowledge Link: How Firms Compete Through Strategic Alliances. Boston: Harvard Business School Press.

Badri, M. A., Abdulla, M. y Al-Madani, A. (2005). “ Information technology center service quality: Assesssment and application of SERVQUAL”. Journal of Quality & Reliability Management, 22 (8), 819-848.

467


Bagozzi, R. P. (1991). “The Role of Psychophysiology in Consumer Research”. En Robertson, T. S. y Kassarjian, H. H. (eds.). Handbook of Consumer Research. 124-161. Englewood Cliffs: Prentice Hall.

Bahrami, H. (1992). “The Emerging Flexible Organization: Perspectives from a Sillicon Valley”. California Management Review, 3, 33-52.

Bahrami, H., y Evans, S. (1995). “Flexible re-cycling and high-technology entrepreneurship”. California Management Review, 37 (3), 62-89.

Baker, D. A. y Crompton J. L. (2000). “Quality satisfaction and behavioural intentions”. Annual of Tourism Research, 27 (3), 785-804.

Baker, G. (2002). “A Conceptual Model for Virtual Collaboration”. Eighth Americas Conference on Information Systems. Indianapolis, Indiana.

Baker, J. A. y Lamb, C. W. (1993). “Measuring architectural design service quality”. Journal of Professional Services Marketing, 10 (1), 89-106.

Baker, J. A., Parasuraman, A., Grewal, D. y Voss, G. B. (2002). "The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions". Journal of Marketing, 66 (2), 120-141.

Baker, R. W., McNeil, O. V. y Siryk, B. (1985). “Expectation and reality in freshman adjustment to college”. Journal of Counseling Psychology, 32 (1), 94-103.

Baker, W. (1992). “The network organization in theory and practice”. En Nohria, N. y Eccles, R. (Eds.). Networks and Organizations, 327-429.Cambridge, MA: Harvard Business School Press.

Bakos, Y. y Brynjolfsson, E. (1993). “From Vendors to Partners: Information Technology and Incomplete Contracts in Buyer-Supplier Relationships”. Journal of Organizational Computing, 3 (3), 301-328.

Baldwin, A. y Sohal, A. (2003). “Service Quality Factors and Outcomes in Dental Care”. Managing Service Quality, 13 (3), 207-216.

Bansal, H., McDougall, G., Dikolli, S. y Sedatole, K. (2004). "Relating E-satisfaction to Behavioral Outcomes: An Empirical Study". Journal of Services Marketing, 18 (4), 290-302.

Barley, S. R. (1986). “Technology as an occasion for structuring: Evidence from observations of CT scanners and the social order of radiology departments”. Administrative Science Quaterly, 31, 78-108.

Barlett, C. A. y Ghoshal, S. (1989). Managing Across Borders: the Transnational Solution. Cambridge, MA: Harvard Business Sochool Press.

Barlett, C. A. y Ghoshal, S. (1993). “Beyond the M-form: Toward a Managerial Theory of the Firm”. Strategic Management Journal, 14, 23-46.

Barnard, C. (1938). The Functions of the Executive. Cambridge: Harvard University Press. Barnes, S. J. y Vidgen, R. T. (2000). “WebQual: An Exploration of Web Site Quality”. Proceedings of

the Eighth European Conference on Information Systems, 1, 298-305. Barnes, S. J. y Vidgen, R. T. (2001). “An Evaluation of Cyber-Bookshops: The WebQual Method”.

International Journal of Electronic Commerce, 6 (1), 11-30. Barnes, S. J. y Vidgen, R. T. (2002). “An Integrative Approach to the Assessment of E-commerce

quality”. Journal of Electronic Commerce Research, 3 (3), 114-127. Barney, J.B. (1991). "Firm Resources and Sustained Competitive Advantage”. Journal of

Management, 17 (1), 99-120. Baron, R., y Kenny, D. (1986). “The Moderator-Mediator Variable Distinction in Social

Psychological Research: Conceptual, Strategic, and Statistical Considerations”. Journal of Personality and Social Psychology, 51 (6), 1173-1182.

Barr, R. B. y Tagg, J. (1995). “From teaching to learning--a new paradigm for undergraduate education”. Change Magazine, 27 (6), 12-25.

Barro, R. J. y Sala i Martin, X. (2004). Economic Growth. (2ª ed.), Cambridge, MA: The MIT Press. Bates, A. W. (1995a). Technology, Open Learning and Distance Education. London: Routledge. Bates, A. W. (1995b). “Creating the future: developing vision in open and distance learning”. En

Lockwood, F. (ed.) Open and Distance Learning Today. London: Routledge. Bates, A. W. (2000). Managing Technological Change: Strategies for University and College

Leaders. San Francisco, CA: Jossey Bass. Bates, A. W. (2001). Cómo gestionar el cambio tecnológico. Barcelona: Gedisa. Bates, A. W. y Poole, G. (2003). Effective teaching with technology in higher education: Foundations

for success. San Francisco, CA: Jossey-Bass.

468

Bibliografía

Bateson, J. (1977) “Do We Need Service Marketing”. En Eiglier, P., Langeard, E., Lovelock, C. y Bateson, J. (ed.). Marketing Services: New Insights. Cambridge: Marketing Science Institute.

Bateson, J. E. G. (1995). Managing Services Marketing. (3ª ed.), New York: The Dryden. Batista, J. M. y Coenders, G. (2000). Modelos de ecuaciones estructurales. Madrid: La Muralla. Bauer, H. H., Hammerschmidt, M. y Falk, T. (2005). “Measuring the quality of e-banking portals”.

International Journal of Bank Marketing, 23 (2), 153-175. Bauer, R. y Koszegi, T. (2003). Measuring the Degree of Virtualisation. Disponible en

<www.virtual-organization.net>. Consultado 12/10/1003. Bauer, C. y Scharl, A., (2000). “A Classification Framework and Assessment Model for Automated

Web-site Evaluation”. Proceedings of the Seventh European Conference on Information Systems, 758-765.

Bauerfeind, C. (1978). Theological Dictionary of the New Testament. En Kittel, G. y Bromley, G.(eds.). Grand Rapids: Eedams.

Baum, J., Calabrese, T. y Silverman, B. S. (2000). “Don’t go it alone: alliance network composition and star-up performance in Canadian Biotechnology”. Strategic Management Journal, 21, 263-294.

Baumol, W. J. (1959). Business Behavior, Value and Growth. New York: MacMillan. Baumol, W. J. (2002). The Free-Market Innovation Machine: Analyzing the Growth Miracle of

Capitalism. Princeton, New Jersey: Princeton University Press. Bearden, W. O. y Netemeyer, R. G. (1999). Handbook of Marketing Scales. (2ª ed.) Thousand Oaks,

California: Sage Publications Inc. Bebko, C. P. (2000). “Service intangibility and its impact on customer expectation of service

quality”. Journal of Services Marketing, 14 (1), 9-26. Bebko, C. P. y Garg, R. K. (1995). “Perceptions of responsiveness in service delivery”. Journal of

Hospital Marketing, 9 (2), 35-45. Becattini, G. (1979). "Dal 'Settore' Industriale al 'Distretto' Industriale. Alcune Considerazioni

sull'Unità di Indaginedell'Economia Industriale”. Rivista di Economia e Politica Industriale (actualmente L’Industria), 1 (enero-abril), 7-21.

Becattini, G. (1987). "Introduzione: il Distretto Industriale Marshalliano: Cronaca di un Ritrovamento". En Becattini, G. (ed.), Mercato e Forze Locali: il Distretto Industriale. Bolonia: Il Mulino.

Becattini, G. (1992). "El Distrito Industrial Marshalliano como Concepto Socioeconómico". En Pyke, F., Becattini, G. y Sengenberger, W. (eds.), Los Distritos Industriales y las Pequeñas Empresas (I), Distritos Industriales y Cooperación Interempresarial en Italia. Madrid: Ministerio de Trabajo y Seguridad Social.

Bellman, S., Lohse, G. L. y Johnson, E. J. (1999). “Predictors of Online Buying Behavior”. Communications of the ACM, 42 (12), 32-38.

Benavides, C. A. y Quintana, C. (2003). Gestión del conocimiento y calidad total. Madrid: Díaz de Santos (AEC).

Ben-David, J. (1972). Universities. International Encyclopedia of the Social Sciences. New York: D. L. Sill, The Free Press.

Benjamin, B. y Podolny, J. (1999). "Status, quality and social order in the California Wine industry". Administrative Science Quarterly, 44, 563-589.

Benjamin, R. y Wigand, R. (1995). “Electronic Markets and Virtual Value Chains on the Information Superhighway”. Sloan Management Review, 4, 62-72.

Benko, G. y Lipietz, A. (1994). Las Regiones que Ganan. Valencia: Edicions Alfons El Magnànim. Bennett, R. y Barkensjo, A. (2005). “Relationship quality, relationship marketing, and client

perceptions of the levels of service quality of charitable organisations”. International Journal of Service Industry Management, 16 (1), 81-107.

Bentler, P. M. (1995). EQS Structural Equations Program Manual. Encino, CA: Multivariate Software, Inc.

Berg, B. L. (1989). Qualitative Research Methods for the Social Sciences. Boston: Allyn & Bacon. Berry, L. L. (1980). “Services marketing is different”. Business, 30 (3), 24-9. Berry, L. L. (1995). On Great Service - A Framework for Action. New York: Free Press. Berry, L. L. (2004). Un buen SERVICIO ya no basta. Más allá de la excelencia en el servicio.

Barcelona: Deusto. Berry, L. L. y Parasuraman, A. (1991). Marketing services: Competing through quality. New York:

Free Press.

469

http://www.virtual-organization.net/


Berry, L. L., Parasuraman, A. y Zeithaml, V. A. (1985). “Quality counts in services too”. Business Horizons, (Enero-Febrero).

Berry, L. L., Parasuraman, A. y Zeithaml, V. A. (1988). “The service-quality puzzle”. Business Horizons, (Septiembre-Octubre).

Berry, L. L., Parasuraman, A. y Zeithaml, V. A. (1994). “Improving service quality in America: Lessons Learned”. Academy of Management Executive, 32-52.

Best, M. H. (2000). “Silicon Valley and the resurgence of Route 128: systems integration and regional innovation”. En Dunning, J.H., (Ed.), Regions, Globalization, and the Knowledge Based Economy, 459-484. Oxford, U.K.: Oxford University Press.

Bettencourt, L. A. y Gwinner, K. (1996). "Customization of the service experience: the role of the frontline employee". International Journal of Service Industry Management, 7 (2), 3-20.

Bettis, R. y Hitt, M. (1995). “The New Competitive Landscape”. Strategic Management Journal, 16 (1), 7-19.

Betts, R., Fleisch, E. y Österle, H. (1998). From the Integration of Individual Customers and Suppliers to Business Networking. St. Gallen: Institute for Information Management, University St. Gallen.

Bienstock, D. D., Mentzer, J. T. y Bird, M. M. (1997). “Measuring the Perceived Quality of Physical Distribution Service”. Journal of The Academy of Marketing Science, 25(1), 31-44.

Biggart, N. W. y Hamilton, G. G. (1993). "On the limits of a firm-based theory to explain business networks: The western bias of neoclassical economics". En Nohria, N. y Eccles, R. (eds.) Networks and Organizations: 471-490. Boston, MA: Harvard Business School Press.

Bigné, E. y Andreu, L. (2004). “Modelo congnitivo-afectivo de la satisfacción en servicios de ocio y turismo”. Cuadernos de Economía y Dirección de la Empresa, 21, 89-120.

Bigné, E., Moliner, M. A. y Sánchez, J. (2003). "Perceived quality and satisfaction in multiservice organisations: the case of Spanish public services”. Journal of Services Marketing, 4 (17), 420-442.

Bigné, E., Moliner, M. A., Vallet, T. M. y Sánchez, J. (1997). “Un estudio comparativo de los instrumentos de medición de la calidad de los servicios públicos”. Revista Española de Investigación de marketing (ESIC), 1 (1), 33-53.

Bigné, E., Sánchez, M. I. y Sánchez, J. (2001) “Tourism image, evaluation variables and after purchase behaviour: inter relationship”. Tourism Management, 22, 607-616.

Bigné, E., Sánchez, M. I. y Sánchez, J. (2003). “SERVQUAL Reliability and Validity in Travel Agencies”. Annals of Tourism Research, 30 (1), 258-262.

Birkinshaw, J. (2002). “Network Relationship inside and outside the firm and the development of capabilities”. En Birkinshaw, J., y Hagström, P. (Eds.). The flexible firm: Capability management in network organizations. New York: Oxford University Press.

Birkinshaw, J. y Fey C. L. (2002). “Building an internal market sysstem: insights from five R&D organizations”. En Birkinshaw, J., y Hagström, P. (Eds.). The flexible firm: Capability management in network organizations. New York: Oxford University Press.

Birkinshaw, J. y Hagström, P. (2002). The Flexible Firm: Capability Management in Network Organizations. Oxford: Oxford University Press.

Birkinshaw, J., Nobel, R. y Ridderstrale, J. (2002). “Knowledge as a contingency variable: Do the characteristics of knowledge predict organizational structure?”. Organization Science, 13, 274-289.

Bitner, M. J. (1990). “Evaluating services encounters: the effects of physical surroundings and employee responses”. Journal of Marketing, 54 (2), 69-82.

Bitner, M. J. (1992). “Servicescapes: the impact of physical surroundings on customers and employees”. Journal of Marketing, 56 (2), 57-71.

Bitner, M. J. (2001). “Service and the technology: Opportunities and paradoxes”. Managing Service Quality, 11 (6), 373-374.

Bitner, M. J., Booms, B. y Tetreault, M. S. (1990). “The service encounter: Diagnosing favorable and unfavorable incidents”. Journal of Marketing, 54 (enero), 71-84.

Bitner, M. J., Brown, S. W. y Meuter, M. L. (2000). “Technology infusion in service encounters”. Journal of the Academy of Marketing Science, 28 (1), 138-49.

Bitner, M J. y Hubbert, A. R. (1994). “Encounter satisfaction versus overall satisfaction versus service quality: The consumer's voice”. En Rust, R. T. y Oliver R. L. (Eds.), Service quality: New directions in theory and practice, Thousand Oaks, CA: Sage Publications.

Bjarnason, S. (coord.) (2000). “The Business of Borderless Education: U.K. Perspectives”. Summary Report. The Committee of Vice Chancellors and Principals of the Universities (CVCP) and the

470

Bibliografía

Higher Education Funding Council for England. Black, S. E. y Lynch, L. M. (2001). “How to Compete: The Impact of Workplace Practices and

Information Technology on Productivity”. Review of Economics and Statistics, 83 (3), 434-445. Blanchard, R. F., y Galloway, R. L. (1994). “Quality in retail banking”. International Journal of

Service Industry Management, 5 (4), 5-23. Blattberg, R. C. y Deighton, J. (1996). ”Manage Marketing by the Customer Equity”. Harvard

Business Review, 71 (4), 136-144. Blau, P. M. y Scott, W. R. (1962). Formal organizations. San Francisco, CA: Chandler. Böhn, W. (1986). “El declive de la universidad”. Revista Interuniversitaria, 5, 23-29. Boisot, M. H. (1998). Knowledge Assets: Securing Competitive Advantage In the Information

Economy. New York: Oxford University Press. Boisot, M. H. y Canals, A. (2004). “Data, Information and Knowledge: Have We Got It Right?”.

Journal of Evolutionary Economics, 14, 43-67. Boisot, M. H. y Child, J. (1996). “From Fiefs to Clans and Network Capitalism: Explaining Chinas

Emergent Economic Order”. Administrative Science Quarterly, 41, 600-628. Bojanic, D. C. (1991). "Quality measurement in professional services firms". Journal of Professional

Services Marketing, 7 (2), 27-36. Bolfing, C. P. y Woodruff, R. B. (1988). "Effects of Situational Involvement on Consumers' Use of

Standards in Satisfaction/Dissatisfaction Processes". Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, l, l6-24.

Bollen, K. A. (1989). Structural equations with latent variables. New York: Wiley. Bolton, A. (1995). “A rose by any other name: TQM in higher education”. Quality Assurance in

Education, 3 (2), 13-18. Bolton, R. N. (1998). “A Dynamic Model of the Duration of the Customer's Relationship with a

Continuous Service Provider: The Role of Satisfaction”. Marketing Science, 17 (1), 45-65. Bolton, R. N. y Drew, J. H. (1991a). “A Longitudinal Analysis of the Impact of Service Changes on

Customer Attitudes”. Journal of Marketing, 55 (1), 1-9. Bolton, R. N. y Drew, J. H. (1991b). “A Multi-Stage Model of Customers’ Assessments of Service

Quality and Value”. Journal of Consumer Research, 17 (Marzo), 375-384. Bolton, R. N. y Drew, J. H. (1994). “Linking Customer Satisfaction to Service Operations and

Outcomes”. En Rust, R. T. y Oliver, R. L. (Eds.), Service Quality: New Directions in Theory and Practice, 173-200. London: Sage Publications.

Bolton, R. N. y Lemon, K. N. (1999). “A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction”. Journal of Marketing Research, 36 (Mayo), 171-186.

Booms, B. y Bitner, M. (1981), "Marketing Strategies and Organization Structures for Service Firms". En Donnelly, J. y George, W. (eds.), Marketing of Services. Chicago: A.M.A.

Boulding, W., Kalra, A., Staelin, R. y Zeithaml, V. (1993). “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions”. Journal of Marketing Research, 30 (1), 7-27.

Boulding, W., Kalra, A., Staelin, R. y Zeithaml, V. (1999). “The Quality Double Whammy”. Marketing Science, 18 (4), 463-484.

Bou-Llusar, J. C. y Camisón, C. (2000). “Validity and Reliability in Perceived Quality Measurement Models”. International Journal of Quality & Reliability Management, 17 (8), 899-918.

Bou-Llusar, J. C., Camisón, C. y Escrig, A. B. (2001). “Measuring the realtionship between firm perceived quality and customer satisfaction and its influence on purchase intentions”. Total Quality Management, 6 (12), 719-734.

Bouman, M. y van der Wiele, T. (1992). “Measuring service quality In the car service industry: building and testing an instrument”. International Journal of Service Industry Management, 3 (4), 4-16.

Bounds, G., Yorks, L., Adams, M. y Ranney, G. (1994). Beyond Total Quality Management Toward The Emerging Paradigm. New York: McGraw-Hill.

Bowen, W. G. y Breneman, D. W. (1993). “Student Aid: Price Discount or Educational Investment?”. The College Board Review, 167 (1), 2-6.

Bowen, D. y Lawler, E. E. (1992). “The empowerment of service workers: What, why, how, and when?”. Sloan Management Review, 33, 31-40.

Bowers, M. R., Swan, J. E. y Koehler, W. F. (1994). "What attributes determine quality and satisfaction with health care delivery?". Health Care Management Review, 19 (4), 49-55.

471


Bradley, S. P. y Nolan, R. L. (1998). Capturing Value in the Network Era”. Boston, MA: Harvard Business School Press.

Brady, M. K. (1997). “Re-Conceptualizing Perceived Service Quality: Hierarchical Model”. Tesis doctoral no publicada. The Florida State University.

Brady, M. K. y Cronin, J. Jr. (2001). “Some new thoughts on conceptualizing perceived service quality: a hierarchical approach”. Journal of Marketing, 65 (3), 34-49.

Brady, M. K., Cronin, J. Jr. y Brand, R. R. (2002). “Perfomance-only measurement of service quality: a replication and extension”. Journal of Business Research, 55 (1), 17-31.

Brady, M. K., Knight, G. A., Cronin, J. J. Jr., Hult, T. M. y Keillor, B. D. (2003). “Removing the Contextual Lens: A Multinational, Multi-Setting Comparison of Service Evaluation Models”. Journal of Retailing, 81(3), 215-230.

Brady, M. K. y Robertson, C. J. (2001), “Searching for a Consensus on the Antecedent Role of Service Quality and Satisfaction: An Exploratory Cross-National Study”. Journal of Business Research, 51 (1), 53-60.

Bremer, C. F., A. Mundim, A. P. F., Michilini, F.V. S., Siqueira, J. E. M. y Ortega, L. M. (1999). “A Brazilian case of VE coordination”. En Camarinha-Matos, L. M. y Afsarmanesh, H. (eds.), Infrastructures for Virtual Enterprises. 377-386. Boston: Kluwer Academic Publishers.

Brensinger, R. P., y Lambert, D. M. (1990). “Can the SERVQUAL scale be generalized to business-to-business services?”. AMA's Summer Educators' Conference Proceedings: Knowledge Development in Marketing. Chicago: American Marketing Association.

Bresnahan, T., Brynjolfsson, E. y Hitt, L. (2002). “Information Technology, Workplace Organization and the Demand for Skilled Labor: Firm-Level Evidence”. Quaterly Journal of Economics, 117 (1), 339-376.

Bricall, J. M. (2000): Informe Universidad 2000. Barcelona: Conferencia de Rectores de las Universidades Españolas.

Brown, J. S. y Duguid, P. (1995). “Universities in the Digital Age”. Disponible en <http://www.parc.xerox.com/ops/members/brown/papers/university.html>. Consultado: 11/10/2005.

Brown, J. S. y Duguid, P. (2000). The Social Life of Information, Boston, MA: Harvard Business School Press.

Brown, J. S. y Eisenhardt, K. (1998). Competing on the Edge: Strategy as Structured Caos. Boston, MA: Harvard Business School Press.

Brown, S. P., Ostrom, A. L. y Brown, S. W. (2002). “A meta-analysis of service quality relationships, levels, and structure”. Documento de trabajo. Tempe, AZ: Arizona State University.

Brown, S. W., Gummesson, E., Edvardsson, B. y Gustavsson, B. (1991). Service quality: Multidisciplinary and multinational perspectives. New York: Lexington Books.

Brown, S. W. y Swartz T. A. (1989). “A Gap Analysis of Professional Service Quality”. Journal of Marketing, 53 (Abril), 92-98.

Brown, T., Churchill, G. y Peter, J. (1993). “Research Note: Improving the Measurement of Service Quality”. Journal of Retailing, 69 (1), 127-139.

Browne, M. W. y Cudeck, R. (1993). “Alternative Ways of Assessing Model Fit”. En Bollen,K. A. y Long, J.S. (eds.). Testing Structural Equation Models. 136-162. Newbury Park, CA: Sage Publications.

Brucks, M., Zeithaml, V. y Naylor, G. (2000). “Price and brand name as indicators of quality dimensions for consumer durables”. Journal of the Academy of Marketing Science, 28 (3), 359–374.

Brusco, S. (1980). "Il Modello Emilia: Disintegrazione Produttiva ed Integrazione Sociale". En Brusco, S. (ed.). Piccole Imprese e Distretti Industriali. Torino: Rosenberg & Sellier:.

Brusco, S. (1993). "Pequeñas Empresas y Prestación de Servicios Reales". En Pyke, F., y Sengenberger, W. (eds.), Los Distritos Industriales y las Pequeñas Empresas (III). Madrid: Ministerio de Trabajo y Seguridad Social.

Brynjolfsson, E. (1993). “The productivity paradox of information technology”. Communications of the ACM, 36.

Brynjolfsson, E. (1994). “Information Assets, Technology and Organization”. Management Science 40 (12), 1645-1662.

Brynjolfsson, E. (2003). “The IT Productivity Gap”. Optimize, 21 (Julio). Brynjolfsson, E. y Hitt L. (2000). “Beyond computation: information technology, organizational

transformation and business practices”. Journal of Economic Perspectives, 14 (4), 23-48.

472

http://www.parc.xerox.com/ops/members/brown/papers/university.html

Bibliografía

Brynjolfsson, E., Hitt, L. M. y Yang, S. (1999). "Intangible Assets: How the Interaction of Information Technology and Organizational Design Affects Stock Market Valuations". Working Paper. Cambridge, MA: MIT, Sloan School of Management.

Brynjolfsson, E., Hitt, L. M. y Yang, S. (2002). "Intangible assets: computers and organizational capital”. Brookings Papers on Economic Activity, 1, 137-145.

Brynjolfsson, E. y Kahin, B. (eds.) (2000). Understanding the Digital Economy. Cambridge: MIT Press.

Brynjolfsson, E., Malone, T., Gurbaxani, V. y Kambil, A. (1991). "Does Information Technology Lead to Smaller Firms?". Technical Report 123. Cambridge, MA: Massachusetts Institutue of Technology, Center Coordination Science.

Brynjolfsson, E., Malone, T., Gurbaxani, V. y Kambil, A. (1994). “Does information technology lead to smallers firms?”. Management Science, 40 (12), 1628-1644.

Brynjolfsson, E. y Mendelson, H. (1993). “Information Systems and the Organization of Modern Enterprise”. Journal of Organizational Computing, 3, 245-255.

Brynjolfsson, E., Renshaw, A. A. y van Alstyne, M. (1997). “The matrix of change: A tool for business process reengineering”. Sloan Management Review, 38 (2), 37-54.

Brynjolfsson, E. y Yang, S. (1996). “Information technology and productivity: a review of the literature”. Advances in Computers, 43, 179-214.

Brynkman, P. T. (1992). “Factors that influence costs in higher education”. New Directions for Institutional Research, 75, Otoño.

Buchanan, J. (2001). “Game Theory, Mathematics, and Economics”. Journal of Economic Methodology, 8 (Marzo), 27-32.

Buchanan, J, y Tullock, G. (1962). The Calculus of Consent: Logical Foundations of Consitutional Democracy. Ann Arbor: University of Michigan Press.

Buchanan, R. W. T. y Gillies, C.S. (1990). "Value managed relationships: the key to customer retention and profitability". European Management Journal, 8 (4), 523-6.

Bueno, E. (1996). Organización de Empresas. Estructura, procesos y modelos. Madrid: Pirámide. Bultje, R. y van Wijk, J. V. (1988). Taxonomy of Virtual Organisations, based on definitions,

characteristics and topology. Disponible en <http://virtual-organisation.net>. Consultado: 18/04/2004.

Bultje, R. y van Wijk, J. V. (1998). "Typology of Virtual Organizations Based on Definitions, Characteristics, and Typology". Virtual Organizations.net Newsletter, 3, 7-21.

Burns, T. y Stalker, G. M. (1961). The Management of Innovation. London: Tavistock Publications. Burrup, P. E. y Brimley, V. (1982). Financing education in a Climate of Change. Boston, MA: Allyn

and Bacon. Burton-Jones, A. (1999). Knowledge Capitalism : Business, Work and Learning in the New

Economy. Oxford: Oxford University Press. Bush, R. P. y Ortinau, D. J. (1986). "Discriminating First Time and Repeat Patrons of a Retail

Service Hotel Complex: A Case Study". En King, R. L. (ed.). Marketing in an Environment of Change. Noviembre, 281-285. Richmond: Southern Marketing Association.

Buttle, F. (1996). “SERVQUAL: review, critique, research agenda”. European Journal of Marketing, 30 (1). 8-32.

Buzzell, R. D. y Gale, B. T. (1987). The PIMS Principles. New York: NY Free Press. Byrne, B. M. (2001). Structural Equation Modeling With AMOS: basic concepts, applications, and

programming. New Jersey: Lawrence Erlbaum, Inc. Publishers. Byrne, G. y Brandt, W. (1992). The Virtual Corporation. New York: Harper Collins. Byrne, G., Brandt, W. y Port, O. (1993). “The Virtual Corporation”. Business Week, 8 (Febrero), 36-

40. Cadotte, E. R. y Turgeon, N. (1988). “Dissatisfiers and satisfiers. Suggestions from consumer

complaints and compliments”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 74-79.

Cadotte, E. R., Woodruff, R. B. y Jenkins, R. L. (1987). “Expectations and Norms in Models of Customer Satisfaction”. Journal of Marketing Research, 24 (Agosto), 353–64.

Cameron, K. y Smart, J. (1998). “Maintaining effectiveness amid downsizing and decline in institutions of higher education”. Research in Higher Education, 21, 65-86.

Cameron, C. S. y Whetten, D. A. (1983). Organizational Effectiveness: A Comparison of Multiple Models. New York, NY: Academic Press.

473

http://virtual-organisation.net/


Camisón, C., Gil, M. T. y Roca, V. (1999). “Hacia modelos de calidad de servicio orientados al cliente en las universidades públicas: El caso de la Universitat Jaume I”. Investigaciones Europeas de Dirección y Economía de la Empresa, 5 (2), 69-92.

Camisón, C. y Lapiedra, R. (1999). “The Enabling Role of Information Technologies on the Emergence of New Organizacional Forms”. M@n@gement, 2 (3), 251-261.

Campbell, D. T. y Fiske, D. W. (1959): "Convergent and discriminant validation by multitrait-multimethod matrix". Psychological Bulletin, 56, 81-105.

Campbell, J. L. (2002). Institucional change and globalization. Massachusetts: Princeton University Press.

Campion, M. (1995). “The supposed demise of bureaucracy: implications for distance education and open learning - more on the post-Fordism debate”. Distance Education, 16 (2), 192-216.

Campion, M. y Renner, W. (1992). “The supposed demise of Fordism: implications for distance education and higher education”. Distance Education, 13 (1), 7-28.

Capechi, V. (1992). “Un caso de especialización flexible: los distritos industriales de Emilia Romagna”. En Pyke, F., Becattine, G. y Semberger, W. Los distritos industriales y las pequeñas empresas. 39-60. Madrid: Ministerio de Trabajo y Seguridad Social.

Capelleras, J. L. y Veciana, J. M. (2001). “Calidad de servicio en la enseñanza universitaria: desarrollo y validación de una escala de medida”. Document de treball nº 2001/4. Barcelona: Departament d’economia de l’empresa, Universitat Autònoma de Barcelona.

Capelleras, J. L. y Veciana, J. M. (2004). “Calidad de servicio en la enseñanza universitaria: desarrollo y validación de una escala de medida”. Revista Europea de Dirección y Economía de la Empresa, 13 (4), 55-72.

Capelleras, J. y Williams, J. (2003). “Student Satisfaction in Britain and Spain: A Comparative Analysis in Two Universities”. 25th EAIR Forum, 24-27 Agosto, Limerick.

Cardozo, R. N. (1965). "An Experimental Study of Customer Effort, Expectation, and Satisfaction". Journal of Marketing Research, 2 (Agosto), 244-249.

Carman, J. (1990). “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”. Journal of Retailing, 66 (1), 33-55.

Carman, J. (2000). “Patient Perceptions of Service Quality: Combining the Dimensions”. Journal of Services Marketing, 14 (4/5), 337-351.

Carmines, E. G. y Zeller, R. A. (1994). “Reliability and validity assessment”. En Lewis-Beck, M. S. (ed.). Basic Measurement. 1-58. Londres: Sage Publications.

Caruana, A. (2002). “Service Loyalty: The effect of service quality and the mediating role of satisfaction”. European Journal of Marketing, 36 (7/8), 811-826.

Caruana, A., Ewing, M. T. y Ramaseshan, B. (2000). “Assessment of the three-column format SERVQUAL: An experimental approach”. Journal of Business Research, 49, 57-65.

Caruana, A., Money, A. H. y Berthon, P. R. (2000). “Service quality and satisfaction. The moderating role of value”. European Journal of Marketing, 34 (11/12), 1338-1352.

Casanueva, C., Periáñez, R. y Rufino, J. E. (1997): “Calidad percibida por el alumno en el servicio docente universitario: Desarrollo de una escala de medida”. En M. Ruiz (ed.). XI Congreso Nacional AEDEM. Lleida, 2, 27-34.

Casciaro, T. (1998). “Seeing things clearly: Social structure, personality, and accuracy in social network perception”. Social Networks, 20 (4), 331–351.

Castán, J. M., Cabañero, C. y Nuñez, A. (2003): La logística en la empresa. Fundamentos y tecnologías de la información y de la comunicación. Madrid: Pirámide.

Castán, J. M., Guitart, L. y Nuñez, A. (1999). “Gestión de la calidad total”. Barcelona: EDIUOC. Castells, M. (1996). The Rise of the Network Society. The Information Age: Economy, Society and

Culture, vol. 1, Blackwell: Oxford. Castells, M. (2000). La era de la información. La sociedad red. Vol. 1. (2ª ed.) Madrid: Alianza. Castells, M. (2001). La Galaxia Internet. Barcelona: Plaza & Janés. Castells, M. y Hall, P. (1994). Technopoles of the World: The Making of 21st Century Industrial

Complexes. London, U.K: Routledge. Castillo, D. (2004). “Tecnologia, economia i universitat: anàlisi dels efectes de les tecnologies de la

informació i la comunicació sobre l’eficiència econòmica de les universitats virtuals”. Tesis doctoral. IN3-Universitat Oberta de Catalunya.

Chandler, A. D. Jr. (1962). Strategy and Structure, Chapters in the History of the Industrial Enterprise. Cambridge: The MIT Press.

Chandler, A. D. Jr. (1977). A Visible Hand. Harvard University Press: Cambridge, MA.

474

Bibliografía

Chandler, A. D. Jr. (1990). Scale and Scope. The Dynamics of Industrial Capitalism. Cambridge MA: The Belknap Press of Harvard University Press.

Chandler, A. D. Jr. y Mazlish, B. (2005). Leviathans. Multinational Corporations and The New Global History. Cambridge: Cambridge University Press.

Channon, D. F. (1973). The Strategy and Structure of British Enterprise. Londres: The Macmillan Press.

Charness, G. y Levine, D. I. (2002). "Changes in the employment contract? Evidence from a quasi-experiment". Journal of Economic Behavior & Organization, 47(4), 391-405.

Chase, R. B. y Tansik, D. A. (1983). “The Customer Contact Model for Organization Design”. Management Science, 29 (9), 1037-1050.

Chell, E. (1998). “Critical incident technique”. En Symon, G. y Cassell, C. (eds.). Qualitative Methods and Analysis in Organisational Research: A practical guide. London: Sage Publications.

Chell, E. y Pittaway, L. (1998). "A Study of Entrepreneurship in the Restaurant and Café Industry: Exploratory Work Using the Critical Incident Technique as a Methodology". International Journal of Hospitality Management, 17, 23-32

Chen, Q., Clifford, S. J. y Wells, W. D. (2002). “Attitude toward the site II: new information”. Journal of Advertising Research, 42 (2), 33-46.

Chen, Q. y Wells, W. D. (1999). “Attitude toward the site”. Journal of Advertising Research, 39 (5), 27-37.

Chen, Z. y Dubinsky, A. J. (2003). “A Conceptual Model of Perceived Customer Value En E-commerce: A Preliminary Investigation”. Psychology and Marketing, 20 (4), 323-347.

Cheung, W. M. y Cheng, Y. C. (2000). “A multi-level framework for self-management in school”. The International Journal of Educational Management, 10 (1), 17-29.

Cheung, C. y Lee, M. (2001). “Trust in Internet Shopping: Instrument Development and Validation through Classical and Modern Approaches”. Journal of Global Information Management, 9 (3), 23-35.

Child, J. (1972). “Organizational Structure, Environment, and Performance: the Role of Strategic Choice”. Sociology, 6, 1-22.

Child, J. (1973). “Strategies of control and organizational behavior”. Administrative Science Quarterly, 18, 1-17.

Child, J. (1977). Organization: A Guide to Problems and Practice. Londres: Harper-Row. Child, J. (1997): "Strategic choice in the analysis of action, structure, organizations and

environment: Retrospect and prospect". Organization Studies, 18 (1), 43-76. Child, J. y Faulkner, D. (1998). Strategies of Co-operation. Managing Alliances, Networks, and

Joint-Ventures. New York: Oxford University Press. Child, J. y McGrath, R. G. (2001). “Organizations Unfettered: Organizational Form in an

Information-Intensive Economy”. Academy of Management Journal, 44 (6), 1135-1149. Chin, W. W. (1998a). “Issues and Opinion on Structural Equation Modeling”. MIS Quarterly, 22 (1),

7-16. Chin, W. W. (1998b). “The Partial Least Squares Approach to Structural Equation Modeling”. En

Marcoulides, G. A. (Ed.). Modern Methods for Business Research, 295-336. New Jersey: Erlbaum.

Chon, K. S., Weaver, P. A. y Kim, C. Y. (1991). “Marketing your community: Image analysis in Norfolk”. Cornell H.R.A. Quarterly, Febrero, 31-37.

Choudhury, V., Karahanna, E. y Dumm, R. (2001). “The Relative Advantage of Electronic Channels: A Conceptual and Operational Definition”. Working Paper. University of Cincinnati.

Chowdhury, S. (1998). “Struggle for Power and Influence: A Network study of Mergers, Acquisitions, Strategic Alliances and Competition in the Communication, Information and Entertainment Industries”. Tesis doctoral. Pittsburgh, PA: H. John Heinz III School of Public Policy and Management, Carnegie Mellon University.

Churchill, G. A. (1979). “A paradigm for developing better measures of marketing constructs”. Journal of Marketing Research, 19 (Febrero), 64-73.

Churchill, G. A. y Brown, T. J. (1993). “Caution in the use of difference scores in consumer research”. Journal of Consumer Research, 19 (4), 655-662.

Churchill, G. A. y Surprenant, C. (1982). “An investigation into the determinants of customer satisfaction”. Journal of Marketing Research, 19, 491-504.

Christopher, M., Payne, A. y Ballantyne, D. (1991). Relationship Marketing: Bringing Quality, Customer Service And Marketing Together. Oxford: Butterworth-Heinemann.

475


Cecil, H. W., Ciccotello, C. S. y Grant, C. T. (1995). “The choice of organizacional form: why some entities should consider becoming limited liability companies”. Journal of Accountancy, 180 (6), 45 y ss.

Ciborra, C. U. (1996). “The platform organization: recombining strategies, structures and surprises”. Organization Science, 7 (2), 103-118.

Clark, B. R. (1983). Values in higher education: Conflict and accommodation. Tuscon, AZ: Center for the Study of Higher Education.

Clegg, S. R. (1990). Modern Organizations: Organizations Studies in the Postmodern World. London: Sange.

Clemons, E. K., Row, M. C. y Millar, D. B. (1992). “Rosenbluth International Alliance: Information Technology and the Global Virtual Corporation”. Proceedings of the 25th Hawaii International Conference on System Sciences, 678-685, Hawaii.

Cliff, A. y Ryan. C. (1994). “Do travel Agencies Measure up to Customer Expectation? An Empirical Investigation of Travel Agencies Service Quality as Measured by SERVQUAL”. Proceedings of the Tourism Down Under Conference, Diciembre, Palmerston North, New Zealand: Massey University.

Clough, S. y Rapp, R. T. (1984). Historia económica de Europa. El desarrollo económico de la civilización occidental. Barcelona: Editorial Omega.

Clow, K. E., Fischer, A. K. y O’Bryan, D. (1995). “Patient expectations of dental services”. Journal of Health Care Marketing, 15 (3), 23-31.

Coase, R. (1937). “The Nature of the Firm”. Economica, 4 (Noviembre), 396-405. Coase, R. (1960). “The Problem of Social Cost”. Journal of Law and Economics, 3, 1-44. Coase, R. (1972). “Industrial Organization: A Proposal for Research”. En Fuchs, V. R. (ed.). Policy

Issues and Research Opportunities in Industrial Organization. NY: N. B. Economic Research. Coase, R. (1992). “The Institutional Structure of Production”. American Economic Review, 82

(Septiembre), 713-719. Coenders, G., Satorra, A. y Saris, W. E. (1997). “Alternative approaches to structural modeling of

ordinal data: a Monte Carlo study”. Structural Equation Modeling, 4, 261-282. Cohen, M. D. y March. G. (1974). Leadership and ambiguity: The American Collegue President.

Boston: Harvard University Press. Cohen, S. G. y Mankin, D. (1999). “Collaboration in the Virtual Organisation”. Trends in

Organisational Behavior, 6, 105-120. Cohen, W. M. y Levinthal, D. A. (1989). "Innovation and Learning: The Two Faces of R&D".

Economic Journal, 99, 569-596. Cohen, W. M. y Levinthal, D. A. (1990). "Absorptive Capacity: A New Perspective on Learning and

Innovation". Administrative Science Quarterly, 35, 128-152. Cohen, W. M. y Levinthal, D. A. (1994). “Fortune favors the prepared firm”. Management Science,

40 (2), 227–251. Coleman, J. S. (1988) “Social Capital in the Creation of Human Capital”. American Journal of

Sociology, 94 (suplemento), 95-120. Coleman, J. S. (1990). Foundations of Social Theory: Cambridge, Massachussetts y Londres: The

Belknap Press of Harvard University Press. Collis, D. J. y Montgomery C. A. (1995). "Competing on Resources: Strategy in the 1990s". Harvard

Business Review, julio-agosto, 119-128. Conner, D. (2003). “Societal comparison in virtual network environments: An examination of

contemporary referent selection”. Journal of Occupational and Organisational Psychology, 76 (1), 133 y ss.

Conner, K. R. (1991). "A Historical Comparison of Resource-Based Theory and Five Schools of Thought Within Industrial Organization Economics: Do We Have a New Theory of the Firm?". Journal of Management, 17, 121-154.

Cook, J. (1999). Virtual Learning Environments: Making the Web Easy to Use for Teachers and Learners. LTSS: University of Bristol.

Cook, P. y Frank, R. H. (1993). “The Growing Concentration of Top Students in Elite Schools”. En Studies of Supply and Demand in Higher Education. Chicago: National Bureau of Economic Research Project Report, Universidad de Chicago.

Coriat, B. (1990). L’atelier et le robot. Paris: Christian Bourgois. Cornford, J. y Pollock, N. (2002). “The university campus as resourceful constraint: process and

practice in the construction of the virtual university”. En Lea, M. R. y Nicholl, K. (Eds.), Distributed Learning: Social and Cultural Approches to Practice. London: Routledge Falmer.

476

Bibliografía

Cornford, J. y Pollock, N. (2003). Putting the University Online: Information, Technology and Organizational Change. Buckingham: Society for Research into Higher Education and Open University Press.

Courpasson, D. y Reed, M. (2004). “Bureaucracy in the Age of Enterprise”. Organization, 11 (1), 5-12.

Cox, B. (2002). Customer Service Still a Struggle. Disponible en la dirección electrónica: <http://dc.internet.com/news/article.php/947951>. Consultado: 15-12-2005.

Cox, J. y Dale, B. G. (2001). “Service Quality and e-commerce: An Exploratory Analysis”. Managing Service Quality, 11 (2), 121-131.

Coyle, J. y Schnarr, N. (1995). "The Soft-Side Challenges of the Virtual Corporation". The Journal of the HRP Society, 18 (1), 41-42.

Cristobal, E. (2001). “Conceptualización de la calidad de servicio al cliente percibida en el comercio electrónico. Evaluación y aplicación en el establecimiento virtual”. Tesis doctoral. Departamento de Administración de empresas y gestión económica de los recursos naturales, Universidad de Lleida.

Crock, M. (1996). “Evolving as a Fourth Generation University: A Case Study in Promoting Change for Sustained Growth at Central Queensland University, University of Melbourne”. The Virtual University Symposium, 21-22 de Noviembre. Melbourne, Australia.

Crook, C. K. (2002). “Virtual University: The learner’s perspective”. En Robbins, K. y Webster, F. (Eds.). The Virtual University? , 105-125. Oxford: Oxford University Press.

Crompton, J. L. y Duray, N. A. (1985). “An investigation of the relative efficacy of four alternative approaches to importance-performance analysis”. Journal of the Academy of Marketing Science, 13 (4), 69-80.

Crompton, J. L. y MacKay, K. J. (1988). "A Conceptual Model of Consumer Evaluation of Recreation Service Quality". Leisure Studies, 7, 41-49.

Crompton, J. L. y MacKay, K. J. (1989), "Users’ perceptions of the relative importance of service quality dimensions in selected public recreation programs", Leisure Sciences, 11, 367-375.

Cronbach, L. J. (1951). “Coefficient alpha and the internal structure of tests”. Psychometrika, 16, 297-334.

Cronin, J. J. Jr., (2003). “Looking back to see forward in services marketing: some ideas to consider”. Managing Service Quality, 13 (5), 332-337.

Cronin, J. J. y Taylor, S. A. (1992). “Measuring service quality: a reexamination and extension”. Journal of Marketing, 56 (3), 55-68.

Cronin, J. J. y Taylor, S. A. (1994). “SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality”. Journal of Marketing, 58 (1), 125-131.

Cronin, J. J. y Taylor, S. A. (1994). “Modeling Patient Satisfaction and Service Quality”. Journal of Health Care Marketing, 14 (1), 34-44.

Cronin, J. J. Jr., Brady, M. K. y Hult, G. T. (2000). “Assessing the Effect of quality, value, and customer satisfaction on consumer behavioral intentions in service environments”. Journal of Retailing, 76 (2), 193-218.

Crosby, P. B. (1979). Quality Is Free. New York, NY: McGraw-Hill. Csikszentmihalyi, M. (1975). Beyond Boredom and Anxiety. San Francisco, CA: Ed. Jossey-Bass. Csikszentmihalyi, M. (1988). “The Flow Experience and its Significance for Human Psychology”.

En Csikszentmihalyi, M. y Csikszentmihalyi, I. S. (eds.). Optimal Experience: Psychological Studies of Flow in Consciousness. Cambridge: Ed. Cambridge University Press.

Csikszentmihalyi, M. (1990). Flow: The Psychology of Optimal Experience. New York: Harper Collins.

Cuervo, A. (1989). “Bases para el Diseño Organizativo de la Empresa”. Papeles de Economía Española, 39, 88-116.

Cuervo, A. (2001). Introducción a la Administración de Empresas. (4ª Ed) Madrid: Civitas. Cui, C. C., Lewis, B. R. y Park, W. (2003). “Service quality measurement in the banking sector in

South Korea International”. Journal of Bank Marketing, 21 (4), 191-201. Cunningham, M. A. y Gaeth, G. J. (1989). "Using Importance-Performance Analysis to Assess

Patients Decisions to Seek Care in a Dental School Clinic". Journal of Dental Education, 53 (10), 584-586.

Cunningham, S., Ryan, Y., Stedman, L., Tapsall, S., Bagdon, K., Flew, T. y Coaldrake, P. (2000). The business of borderless education. Camberra: ACT.

Cusumano, M. A. (1994): “The limits of “lean””. Sloan Management Review, verano, 27-32.

477

http://dc.internet.com/news/article.php/947951


Cuthbert P. F. (1996). “Managing service quality in Higher Education: is SERVQUAL the answer? Part 1”. Managing Service Quality, 6 (2), 11-16.

Cuthbert P. F. (1996). “Managing service quality in Higher Education: is SERVQUAL the answer? Part 2”. Managing Service Quality, 6 (3), 31-35.

Cyert, R. y March J. G. (1963). A Behavioral Theory of the Firm. Englewood Cliffs, NJ: Prentice-Hall.

Dabholkar, P. A. (1994). "Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes". Journal of Consumer Research, 21 (Junio), 100-118.

Dabholkar, P. A. (1995). “A contingency framework for predicting causality between customer satisfaction and service quality”. Advances in Consumer Research, 22 (1), 101-108.

Dabholkar, P. A. (1996). “Consumer Evaluations of New Technology-Based Self-Service Options: An Investigation of Alternative Models of SQ”. International Journal of Research in Marketing, 13 (1), 29-51.

Dabholkar, P. A. (2000). “Technology in service delivery: implications for selfservice and service support”. En Swartz, T. A. y Iacobucci, D. (Eds.), Handbook of Services Marketing and Management. 103-110. Thousand Oaks: Sage Publications.

Dabholkar, P. A. y Bagozzi, R. P. (2002), “An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors”. Journal of the Academy of Marketing Science, 30 (3), 184-201.

Dabholkar, P. A. y Thorpe, D. I. (1994). “Does Customer Satisfaction Predict Postpurchase Intentions?”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 7, 161-171.

Dabholkar, P. A., Thorpe D. I. y Rentz, O. J. (1996). “A measure of service quality for retail stores: Scale development and validation”. Journal of the Academy of Marketing Science, 24 (1), 3-16.

Dabholkar, P. A., Thorpe, D. I. y Rentz, O. J. (2000). “A comprensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study”. Journal of Retailing, 76 (2), 139-173.

Daft, R. L. y Lengel, R. H. (1986). "Organizational information requirements, media richness and structural design." Management Science, 32, 554-571.

Daft, R. L. y Lewin, A. Y. (1993). “Where are the theories for the 'new' organizational forms? An editorial essay”. Organization Science, 4, i-vi.

D’Angelo, J. y Little, S. (1998). “Successful web pages: what are they and do they exist?”. Information Technology and Libraries, 17 (2), 71-81.

Daniel, J. (1996). Mega Universities and Knowledge Media. London: Kogan Page. Das, T. K. y Teng, B. S. (2000). “A resource-based theory of strategic alliances”. Journal of

Management, 26 (1), 31-60. D'Aveni, R. A. (1994). Hyper-Competition: Managing the dynamics of strategic maneuvering. New

York: Free Press. Davenport, T. H. y Pearlson, K. (1998): “Two Cheers for the Virtual Office”. Sloan Management

Review, 39 (4), 51-65. Davenport, T. H. y Short, J. E. (1990). "The new industrial engineering: information technology

and business process redesign". Sloan Management Review, 31 (verano), 11-27. David, P. A. (1990). “The dynamo and the computer: an historical perspective on the modern

productivity paradox”. The American Economic Review, 80 (2), 355-370. David, P. A. (1991). “The dynamo and the computer: the modern productivity paradox in a not-too-

distant mirror”. En OCDE, Technology and Productivity: the Challenge for Economic Policy. OCDE: París.

David, P. A. y Foray, D. (1995). "Accessing and Expanding the Science and Technology Knowledge Base". Science, Technology, Industry Review, 16 (otoño), 13-68.

Davidow, W. H. y Malone, M. S. (1992). The Virtual Corporation, Structuring and Revitalizing the Corporation for the 21st Century. New York: Harper Collins.

Davidrajuh, R. (2003). “Realising a new e-commerce tool for formation of a virtual enterprise”. Industrial Management & Data Systems, 103 (6), 434-445.

Davis, F. D. (1989). “Perceived Usefulness, Perceived Ease of Use and User Acceptance of Information Technology”. MIS Quarterly, 13 (3), 318-339.

Davis, F. D., Bagozzi, R. P. y Warshaw, P. R. (1989). “User Acceptance of Computer Technology: A Comparison of Two Theoretical Models”. Management Science, 35 (8), 982-1003.

Davis, T. R. y Darling, B. L. (1995). “How virtual corporations manage the performance of contractors: The Super Bakery case”. Organizational Dynamics, 24 (1), 70-75.

478

Bibliografía

Day, R. L. (1977). "Toward a process model of consumer satisfaction". En Hunt, H. K. (Eds), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, 153-183. Cambridge, MA: Marketing Science Institute.

DeBresson, C. y Amese, F. (1991). “Networks of Innovators: A Review and Introduction to the Issue”. Research Policy, 20, 363-379.

De Lange, P., Suwardy, T. y Mavondo, F. (2003). “Integrating a virtual learning environment into an introductory accounting course: determinants of student motivation”. Accounting Education, 12 (1), 1-14.

Del Barrio, S. y Luque, T. (2000). “Análisis de ecuaciones estructurales”. En Luque, T. (coord.). Técnicas de análisis de datos en investigación de mercados. 489-557. Madrid: Ed. Pirámide.

DeLone, W. H. y McLean, E. R. (1992). “Information systems success: The quest for the dependent variable”. Information Systems Research, 3 (1), 60-95.

Delors, J. (1996). La educación encierra un tesoro. Madrid: Santillana-UNESCO. Deming, W. E. (1986). Out of the Crisis. Cambridge, MA: Massachusetts Institute of Technology. Demsetz, H. (1983). “The Structure of Ownership and the Theory of the Firm”. The Journal of Law

and Economics, 26 (Junio), 375-393. DeSanctis, G. y Jackson, B. (1994). “Coordination of information technology management: Team

based structures and computer-based communication systems”. Journal of Management Information Systems, 10 (4), 85-110.

DeSanctis, G. y Monge, P. (1999). “Communication Processes for Virtual Organizations”. Organization Science, 10 (6), 693-703.

DeShields, Jr. J., Kara, A. y Kainak, E. (2005). “Determinants of Business Students Satisfaction and Retention in Higher Education: Appliying Herzberg’s two factor theory”. International Journal of Educational Management, 19 (2), 128-135.

De Tocqueville, A. (1831). Democracy in America. US: US Congress Publications. Devanna, M. A. y Tichy, N. (1990). “Creating the Competitive Organization of the 21st Century:

the Boundaryless Corporation”. Human Resource Management, 29 (4), 455-471. Dholakia, U. y Bagozzi, R. P. (2001). “Consumer Behavior in Digital Environments”. En Wind, J. y

Mahajan, V. (Eds.). Digital Marketing. 163-200. New York: John Wiley & Sons, Inc. Diamantopoulos, A. y Winklhofer, H. M. (2001). “Index Construction with Formative Indicators: An

Alternative to Scale Development”. Journal of Marketing Research, 38 (2), 269-277. Dick, A. S. y Basu, K. (1994). “Customer loyalty: toward an integrated conceptual framework”.

Journal of the Academy of Marketing Science, 22 (2), 99-113. Didomenico, E. y Bonnici, J. (1996). “Assessing service quality within the educational

environment”. Education, 16 (3), 353-359. Dierickx, I. y Cool, K. (1989). "Assett stock accumulation and sustainability of competitive

advantage”. Management Science, 15 (12), 1504-1513. Dillenbourg, P. (2000). “Virtual Learning Environments”. EUN Conference 2000 Learning in the

new millennium: building new education strategies for schools. Disponible en <http://tecfa.unige.ch/tecfa/publicat/dil-papers-2/Dil.7.5.18.pdf>. Consultado: 12/11/2005.

Dirr, P. (1999). “Distance and Virtual Learning in the United States”. En Farrell, G. M. (eds.). The Development of Virtual Education: A Global Perspective. Vancouver, BC: The Commonwealth of Learning.

Dixit, A. K. (1996). The Making of Economic Policy: A Transaction-Cost Politics Perspective. Boston, MA: MIT Press.

Dodds, W. B., Monroe K. B. y Grewal, D. (1991). “Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations”. Journal of Marketing Research, 28 (Agosto), 307-319.

Dolinsky, A. L. y Caputo, R. K. (1991). “Adding a competitive dimension to Importance–Performance Analysis: an application to traditional health care systems”. Health Marketing Quarterly, 8, 61-77.

Doll, W. J. y Torkzadeh, G. (1998). “Developing a multidimensional measure of system-use in an organizational context.” Information & Management, 33, 17-185.

Donaldson, L. (1999). ‘The normal science of structural contingency theory". En Cleggand, S.R. y Hardy, C. (Eds.) Studying Organisation: Theory and Method, 51–70. London: Sage Publications.

Donthu, N. y Yoo, B. (1998). “Cultural Influences on Service Quality Expectations”. Journal of Service Research, 1 (2), 178-186.

Doran, D. y Smith, P. (2004). “Measuring service quality provision within an eating disorders context”. International Journal of Health Care Quality Assurance, 17 (7), 377-388.

479

http://tecfa.unige.ch/tecfa/publicat/dil-papers-2/Dil.7.5.18.pdf


Douglas, L. y Connor, R. (2003). “Attitudes to service quality – the expectation gap”. Nutrition & Food Science, 33 (4), 165-172.

Doz, Y. L. y Prahalad, C. K. (1991). “Managing DMNCs: A search for a new paradigm”. Strategic Management Journal, 12 (Verano), 145-164.

Drazin, R. y van de Ven, A. H. (1985). "Alternative Forms of Fit in Contingency Theory". Administrative Science Quarterly, 30 (Diciembre), 514-539.

Driscoll, M. (2002). “Blended Learning: Let's get beyond the hype”. elearning, 54 (Marzo). Drucker, P. F. (1985). “The discipline of innovation”. Harvard Business Review, 63 (Mayo-Junio),

67-72. Drucker, P. F. (1988). “The coming of the new organisation”. Harvard Business Review, 66 (Enero-

Febrero), 45-53. Drucker, P. F. (1992). Managing for the future: The 1990s and beyond. New York: Penguin. Duart, J. M. y Sangrà, A. (2000). Aprender en la virtualidad. Barcelona: Gedisa. Duderstadt, J. J. (1997). “The Futur of the University in an Age of Knowledge”. Journal of

Asynchronous Learning Networks, 1, 2. DuGay, P. (2003). “The Tyranny of the Epochal: Change, Epochalism and Organizational Reform”.

Organization, 10 (4), 663-684. Dunn, J. A. (1992). “Retrench or else: public and private institutional responses”. New Directions

for Institutional Research, 75, Otoño. Dunning, J. H. (1993). Multinational enterprises and the global economy. Wokingham (England):

Addison-Wesley Publishing Company. Dunning, J. H. (2000). Regions, Globalization, and the Knowledge Based Economy. Oxford UK:

Oxford University Press. Durbin, J. y Watson, G. S. (1951). “Testing for Serial Correlation in Least Squares Regresión II”.

Biometrica, 38, 159-178. Dyas, G. P. y Thanheiser, H. T. (1976). The Emerging European Enterprise. London: The

Macmillan Press. Dyer, J. H. y Hatch, N. W. (2004). “Using Supplier Networks to Learn Faster”. MIT Sloan

Management Review, 45 (3), 57-63. Dyer, J. H., Kale P. y Singh H. (2001). “How to make strategic alliances work”. MIT Sloan

Management Review, 42 (4), 37-43. Dyer, J. H. y Nobeoka, K. (2000) "Creating and Managing a High-Perfomance Knowledge-Sharing

Network: The Toyota Case". Strategic Management Journal, 21 (3), 345-367. Dyer, J. H. y Singh, H. (1998). “The relational wiew: cooperative strategy and sources of

interorganizational competitive advantage”. Academy of Management Review, 23 (4), 660-679. Easton, G. S. y Jarrell, S. L. (1998). “The effects of total quality management on corporate

performance: An empirical investigation”. Journal of Business, 71 (2), 253-307. Eccles, R. G. y Crane, D. B. (1987). “Managing Through Networks in Investment Banking”.

California Management Review, 30, 176-195. Eco, H. (1998). Cómo se hace una tesis: Técnicas y procedimientos de investigación, estudio y

escritura. (22ª ed.) Barcelona: Gedisa. Edvarsson, B. (1988). “Service quality in customer relationship: a study of critical incidents in

mechanical engineering companies”. The Service Industries Journal, 8 (4), 427-554. Edvarsson, B. (1992). “Service breakdowns, a study of critical incidents in an airline”. International

Journal of Service Industry Management, 3 (4), 17-29. Edvarsson, B. (1998). “Causes of customer dissatisfacion – studies of public transport by the

critical-incident method”. Management Service Quality, 8 (3), 189-197. Edvarsson, B., Gustavsson, B. O. y Riddle, D. I. (1989). “An Expanded Model of the Service

Encounter with Emphasis on Cultural Context”. Research report 89/4. Sweden: CTF Services Research Centre, University of Karlstad.

Edvarsson, B. y Ross, I. (2001). “Critical incident techniques. Towards a framework for analysing the criticality of critical incidents”. International Journal of Service Industry Management, 12 (3), 251-268.

Edwards, J. R. (2001). “Multidimensional Constructs in Organizational Behavior Research: An Integrative Analytical Framework”. Organizational Research Methods, 4 (2), 144-192.

Ehlers, U. D. (2004). “Quality in E-Learning From a Learner’s Perspective”. European Journal for Distance and Open Learning. Disponible en la siguiente dirección electrónica:

480

Bibliografía

<http://www.eurodl.org/materials/contrib/2004/Online_Master_COPs.html>. Consultado: 24/10/2004.

Eiglier, P. y Langeard, E. (1989). Servucción. El marketing de servicios. Madrid: McGraw-Hill. Eisenhardt K. M. y Brown, S. L. (1999). "Patching - Restitching Business Portfolios in Dynamic

Markets". Harvard Business Review, 77 (3), 72-82. Eisenhardt, K. M. y Martin, J. A. (2000). “Dynamic capabilities: what are they?”. Strategic

Management Journal, 21, 1105-1121. Eisenhardt, K. M. y Schoonhoven, C. B. (1996). "Resource-based View of Strategic Alliance

Formation: Strategic and Social Effects En Entrepreneurial Firms." Organization Science, 7, 136-150.

Elliott, K. (1995). “A comparison of alternative measures of service quality”. Journal of Customer Service in Marketing and Management, 1 (1), 35-42.

Emery, C., Kramer, T. y Tian, R. (2001). “Customers vs products: adopting an effective approach to business students’’. Quality Assurance in Education, 9 (2), 110-15.

Emery, F. E. y Trist, E. L. (1965). “The Causal Texture of Organizational Environment”. Human Relations, 18 (1), 21-32.

Engel, J. F., Blackwell, R. D. y Miniard, P.W. (1990). Consumer Behavior. Chicago, IL: Dryden. Engel, J. F., Blackwell, R. D. y Miniard, P.W. (1995). Consumer behavior. (8th ed.), Fort Worth, TX:

Harcourt Brace College. Ennew, C. T., Reed, G. V. y Binks, M. R. (1993). “Importance-Performance Analysis and the

Measurement of Service Quality”. European Journal of Marketing, 27 (2), 59-70. Erhmann, S. C. (2000). Ivory Tower, Silicon Basement: Transforming the College. Washington D.C.:

The Learning Technologies Group. Esper, T. L., Jensen, T. D., Turnipseed, F. L. y Burton, S. (2003). “The last mile: an examination of

online retail delivery strategies on consumers”. Journal of Business Logistics, 24 (2), 177-204. Etxeberría, J. (1999). Regresión múltiple. Madrid: La Muralla, S.A. Etzioni, A. (1968). The Active Society. London: Free Press. Evans, J. R. y King V.E. (1999). “Business-to-Business Marketing and the World Wide Web:

Planning, Managing and Assessing Web Sites”. Industrial Marketing Management, 28, 343-358.

Evans, J. R. y Lindsay, W. M. (1996). The management and control of quality. NewYork: West. Evans, M. R. y Chon, K. (1990). "Formulating and Evaluating Tourism Policy Using Importance-

Performance Analysis". Hospitality Education and Research Journal: The Council on Hotel, Restaurant and Institutional Education, 14, 203-213.

Evans, M. R. y Murrmann S. K. (1989). “Personal Care Amenities: Are They Important Attributes In A Hotel's Product/Service Mix?”. Florida International University Hospitality Review, 7 (2), 19-25.

Farrell, G. M. (Ed.) (1999). The Development of Virtual Education: A Global Perspective. Vancouver: The Commonwealth of Learning.

Farrell, G. M. (2001). “The Changing Faces of Virtual Education”. The Commonwealth of Learning, 1-10. Disponible en <http://www.col.org/virtualed/>. Consultado: 12/06/2004.

Fayol, H. (1949). General and Industrial Management. London: Sir Isaac Pitman & Sons. Feigenbaum, A. (1951). Quality Control: Principles, Practice and Administration. New York:

McGraw-Hill. Ferraté, G. (2002). “Tecnología, Educación y Sociedad. Nuevos retos formativos para el siglo XXI”.

Revista de Economía Mundial, 7, 13-22. Fernández, E. (1996). Innovación, tecnología y alianzas estratégicas. Madrid: Civitas. Fernández, E. y Fernández, Z. (1988). Manual de Dirección Estratégica de la Tecnología.

Barcelona: Ariel. Fernández, E., Montes, J. M. y Vázquez, C. J. (2000). "Typology and strategic analysis of intangible

resources: a resource-based approach”. Technovation, 20, 81-92. Fernández, M. (1995). “Calidad de servicio: una valoración de la banca”. Revista Europea de

Dirección y Economía de la Empresa, 4 (3), 127-136. Fernández, M. (2000). “Validación de servqual como instrumento de medida de la calidad de

servicio bancario”. Revista Europea de Dirección y Economía de la Empresa, 9 (1), 57-69. Fernández, M., Díaz, A. M. y Trespalacios, J. A. (2000). “Training in retailing: a guide for

improving the supply of courses”. International Journal of Retail & Distribution Management, 28 (6-7), 243-260.

481

http://www.eurodl.org/materials/contrib/2004/Online_Master_COPs.html

http://www.col.org/virtualed/

http://ec3.ugr.es/in-recs/articulos/16777.htm





Fernández, M., Junquera, B. y Muñiz, M. (1997). “La valoración de la calidad en los servicios públicos: Análisis de un caso”. Revista Europea de Dirección y Economía de la Empresa, 6 (1), 7-20.

Fick, G. R. y Ritchie, J. (1991). “Measuring service quality in the travel and tourism industry”. Journal of Travel Research, 30 (2), 2-9.

Finn, D. y Lamb, C. (1991). “An Evaluation of the SERVQUAL Scales in a Retailing Setting”. Advances In Consumer Research, 18, 483-490.

Finholt, T. y Sproull, L. S. (1990). “Electronic groups at work". Organization Science, 1 (1), 41-64. Fischer, A. (1998). "Data Communications Stress Survey: Is Your Career Killing You?". Data

Communications, Febrero, 53-64. Fisk, R. P., Brown, S. W. y Bitner, M. J. (1993). “Tracking the evolution of the services marketing

literature”. Journal of Retailing, 69, 61-103. Fisk, R. P., Grove, S. J. y John, J. (2000). Interactive Services Marketing. New York: Houghton

Mifflin Company. Fitzgerald, C. y Erdmann, T. (1992). “Actionline”. Newsletter for the Automotive Industry Action

Group, Octubre, 45-56. Fitzpatrick, W. y Burke, D. (2003). “Competitive intelligence, corporate security and the virtual

organisation”. Advances in Competitive Research. Indiana, 11 (1), 20. Flanagan, J. C. (1954). "The Critical Incident Technique". Psychological Bulletin, 51 (Julio), 327-

358. Foos, K., Foss N., Klein, P. G. y Klein, S. K. (2002). “Heterogeneous Capital, Entrepreneurship, and

Economic Organization”. Journal des Economists et des Etudes Humaines, 79-96. Ford, R. C. y Bach, S. A. (1997). "Measuring hotel service quality: tools for gaining the competitive

edge". Florida International University Hospitality Review, 15 (1), 83-95. Ford, J., Joseph, M. y Joseph, B. (1993). “Service quality in higher education: a comparison of

universities In the United States and New Zealand using SERVQUAL”. Manuscrito. Norfolk, VA: Old Dominion University.

Ford, J., Joseph, M. y Joseph, B. (1999). “Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA”. The Journal of Services Marketing, 13 (2), 171-186.

Fornell, C. (1992). “A national customer satisfaction barometer: the Swedish experience”. Journal of Marketing, 56 (1), 6-21.

Fornell, C. y Cha, J. (1994). “Partial least squares”. En Bagozzi, R.P. (Ed.). Advanced Methods of Marketing Research. 52-78. Oxford: Blackwell.

Fornell, C., Johnston, M. D., Anderson, E., Cha, J. y Bryant, B. E. (1996). “The American Customer Satisfaction Index: Nature, Purpose and Findings”. Journal of Marketing, 60 (Octubre), 7-18.

Fornell, C. y Larcker D. F. (1981). “Evaluating structural equation models with unobservable variables and measurement error”. Journal of Marketing Research, 18 (Febrero), 39-50.

Fornell, C. y Wernerfelt, B. (1988). "Model for customer complaint management". Marketing Science, 7, 271-86.

Foss, N. J. (1997). "The Resource-Based Perspective: An Assessment and Diagnosis of Problems”. DRUID Working Papers, 97-1. Copenhagen Business School, Department of Industrial Economics and Strategy/Aalborg University, Department of Business Studies.

Foss, N. J. (1999). "Research in the strategic theory of the firm: ‘isolationism’ and ‘integrationism’". Journal of Management Studies, 36, 725-755.

Fournier, S., Dobscha, S. y Mick, D. G. (1998). “Preventing the premature death of relationship marketing”. Harvard Business Review, 76 (1), 42-51.

Fournier, S. y Yao, J. L. (1997). “Reviving brand loyalty: a conceptualization within the framework of consumer-brand relationships”. International Journal of Research in Marketing, 14 (5), 451-472.

Franceschini, F., Cignetti, M., y Caldara, M. (1998). “Comparing tools for service quality evaluation”. International Journal of Quality Science, 3 (4), 356-367.

Franke, U. (2000). The Knowledge-Based View (KBV), of the Virtual Web, the Virtual Corporation, and the Net-Broker. Idea Group Publishing.

Franz, R. S. (1998). "Whatever You Do, Don't Treat Your Students Like Customers". Journal of Management Education, 22 (Febrero), 63-69.

Freeman, K. D. y Dart, J. (1993). “Measuring the perceived quality of professional business services”. Journal of Professional Services Marketing, 9 (1), 27-47.

482

Bibliografía

Freeman C. y Perez C. (1986). “The Diffusion of Technical Innovations and Changes in Techno-economic Paradigm”. Conference on Innovation Diffusion, 17 – 21 de marzo, Venezia.

Friedheim, C. Jr. (1999). The trillion dollar enterprise: How the alliance revolution will transfer global business. Reading, Mass.: Perseus Books

Frost, F. A. y Kumar, M. (2000). “INTSERVQUAL: An internal adaptation of the GAP model in a large service organisation”. Journal of Services Marketing, 14, 358-77.

Fulk, J. y DeSanctis, G. (1995). "Electronic communications and changing organizational forms". Organization Science, 6 (4), 337–349.

Furrer, O., Liu, B. S. y Sudharshan, D. (2000). “The Relationships Between Culture and Service Quality Perceptions, Basis for Cross-Cultural Market Segmentation and Resource Allocation”. Journal of Service Research, 2 (4), 355–371.

Fusilier, M. R. y Simpson, P. M. (1995). “AIDS patients' perceptions of nursing care quality”. Journal of Health Care Marketing, 15, 49-53.

Gabbott, M. y Hogg, G. (1998). Consumers and Services. London: Wiley. Gagliano, K. B. y Hathcote, J. (1994). “Customer expectations and perceptions of service quality in

retail apparel specialty stores”. Journal of Services Marketing, 8, 60-69. Galbraith, J. R. (1973). Designing Complex Organizations. Reading (MA): Addison-Wesley

Publishig Company. Galbraith, J. R. (1977). Organization Design. Reading (MA): Addison- Wesley Publishing Company. Galbraith, J. R. (1982). “Designining the innovating organizations”. Organizational Dynamics,

(Invierno), 5-25. Galbraith, J. R. (1993). “The Business Unit of the Future”. En Galbraith, J. R. y Lawler III, E. E.

(eds.). Organizing for the Future. The New Logic for Managing Complex Organizations. 43-64. San Francisco: Jossey-Bass.

Galbraith, J. R. (1994). Competing with Flexible Lateral Organizations. Boston: Addison-Wesley. Galbraith, J. R. y Kazanjian, R. K. (1988). Strategy, Technology and Emerging Organizational

Forms. En Hage, J. (ed.). Futures of Organizations. Lexington (MA): Lexington Books. Gale, B. T. (1992). Managing Customer Value. New York: The Free Press. Gallifa, J., Pedró, F. y Fontán, P. (1998). Present i Futur de la universitat. Barcelona: Raima. Galloway, L. (1998). “Quality perceptions of internal and external customers: a case study in

educational administration”. The TQM Magazine, 10 (1), 20-26. Gálvez, A. (2004). “Posicionamientos y puestas en pantalla. Un análisis de la producción de

sociabilidad en entornos virtuales”. Tesis doctoral. Barcelona: Ediciones de la Universitat Autònoma de Barcelona.

Gálvez, A. (2005). “La puesta en pantalla: rituales de presentación en un foro virtual universitario”. [artículo en línea]. Revista de Universidad y Sociedad del Conocimiento (RUSC). 2 (1). UOC. Disponible en <http://www.uoc.edu/rusc/dt/esp/galvez0405.pdf>. Consultado: 12/12/2005.

García, E. (1993). “La cooperación empresarial: una revisión de la literatura”. Información Comercial Española, 714 (febrero), 87-98.

García, E. (1996). “El estudio de las alianzas y relaciones interorganizativas en la dirección de empresas: tendencias actuales”. Dirección y Economía de la Empresa, 5 (3), 109 -131.

Garvin, D. A. (1984). “What does “product quality” really mean?”. Sloan Management Review, 26 (1), 25-43.

Garvin, D. A. (1988). Managing Quality: The Strategy and Competitive Edge. New York: The Free Press.

Garvin, D. A. (1998). “The processes of organisation management”. Sloan Management Review, 39 (4), 33-50.

Gatfield, T., Barker, M. y Graham, P. (1999). “Measuring student quality variables and the implications for management practices in Higher Education Institutions: an Australian and international student perspective”. Journal of Higher Education Policy & Management, 21 (2), 239-251.

Gaudin, S. (2003). Companies Failing at Online Customer Service. Disponible en <http://itmanagement.earthweb.com/erp/article.php/ >. Consultado: 10/09/2005.

Gefen, D. (2002). “Customer Loyalty in E-Commerce”. Journal of the Association for Information Systems, 3, 27-51.

Gefen, D. (2002). “Reflections on the Dimensions of Trust and Trustworthiness among Online Consumers”. Database, 33 (3), 38-53.

483

http://itmanagement.earthweb.com/erp/article.php/


Gefen, D., Karahanna, E. y Straub, D.W. (2003). “Trust and TAM in Online Shopping: An Integrated Model”. MIS Quarterly, 27 (1), 51-90.

Gefen, D. y Straub, D. (2000). “The Relative Importance of Perceived Ease-of-Use in IS Adoption: A Study of e-Commerce Adoption”. Journal of the Association for Information Systems, 1 (8), 1-30.

George, P. G. (1994). “The effectiveness of cooperative learning strategies in multicultural university classrooms”. Journal on Excellence in College Teaching, 5 (1), 21-29.

George, G., Zahra, S. A. y Wood, D. R. (2002). ''The Effects of Business-University Alliances on Innovative Output and Financial Performance: A Study of Publicly Traded Biotechnology Companies”. Journal of Business Venturing, 17, 577-609.

Geuna, A. (1998): “The internationalization of European universities: a return to medieval roots”. Minerva, 36, 253-270.

Geuna, A. (2000). The Economics of Knowledge Production. Funding and the Structure of University Research. Cheltenham: Edward Elgar.

Ghobadian, A., Speller, S. y Jones, M. (1993). “Service quality: Concepts and models”. International Journal of Quality & Reliability Management, 11 (9), 43-66.

Ghoshal, S. y Barlett, A. (1990). “The Multinational Corporation as an Interorganizational Network”. Academy of Management Review, 15, 603-625.

Ghoshal, S. y Barlett, A. (1994). “Linking organizational context and managerial action: The dimensions of quality of management”. Strategic Management Journal, 15, 91-112.

Gibbs, P. (2001). “Higher Education as a Market: a Problem or Solution?”. Studies in Higher Education, 26 (1), 85-94.

Giddens, A. (1999). Runaway World. Cambridge: Cambridge Polity Press. Giddens, A. (1990). The Consequences of Modernity. Stanford: Stanford University Press. Giese, J. L. y Cote, J. A. (2000). "Defining Consumer Satisfaction". Academy of Marketing Science

Review, 1, 1-24. Gilbert, G. R. (2000). “Measuring internal customer satisfaction”. Managing Service Quality, 10 (3),

178-186. Gilmore, H. L. (1974). "Product conformance cost". Quality Progress, 7 (5), 16-19. Gilroy, P., Long, P., Rangecroft, M. y Tricker, T. (2001). “Evaluation and the invisible student:

theories, practice and problems in evaluating distance education provision”. Quality Assurance in Education, 9 (1), 14-22.

Giuliano, V. E. (1982). “The mechanization of office work”. Scientific Americans, 247, 149-164. Gladieux, L. E. y Swail, W. S. (1999). The Virtual University and Educational Opportunity: Issues

of Equity and Access for the Next Generation. Washington DC: The College Board. Go, F. y Zhang, W. (1997). "Appliying Importance-Perfomance Analysis to Beijing as an

International Meeting Destination”. Journal of Travel Research, 35 (1), 42-49. Godoe, H. (2000). "Innovation Regimes, R&D and Radical Innovations in Telecommunications".

Research Policy, 29, 1033-1046. Goldman, S. R., y Nagel, R. N. (1993). “Management, Technology & Agility: The Emergence of a

New Era in Manufacturing”. International Journal of Technology Managemen, 8 (1), 18-38. Goldman, S. R., Nagel, R. N. y Preiss, K. (1995). Agile Competitors and Virtual Organizations:

Strategy for Enriching the Customer. New York: Van Nostrand Reinhold. Goodard, J. (1999). “How universities can thrive locally in a global economy”. En Gray, H. (ed.).

Universities and the creation of wealth. Buckingham: Open University Press. Goddard, J. y Cornford, J. (2001). “Space, Place and the Virtual University: the Virtual University

is the University Made Concrete”. En van der Molen, H. J. (ed.). Virtual University? Educational Environments of the Future. London: Portland Press.

Goddard, J. y Cornford, J. (2002). “The University, ICTs and Development in the Information Society”. En Mansell, R., Samarajiva, R. y Mahan, A. (eds.). Networking Knowledge for Information Societies: Institutions & Intervention, Holanda: DUP Science.

Gomes-Casseres, B. (1994). "Group versus group: How alliance networks compete". Harvard Business Review, 72 (julio-agosto), 62-74.

Gomes-Casseres, B. (1996). The Alliance Revolution: The New Shape of Business Rivalry. Cambridge, MA: Harvard University Press.

Gomory, R. F. (2000). “Internet Learning: It is real and what does it mean for Universities?”. Sheffield Lecture, 11 de Enero, Yale University.

484

Bibliografía

Goodall, R. L. (1980). Marketing Post-secondary Education. Washington: Educational Research Information Center.

Goodhue, D. L. (1995). “Understanding user evaluations of information systems”. Management Science, 41 (12), 1827-1844.

Gordon, R. J. (2000). “Does the new economy measure up to the great inventions of the past?”. Journal of Economic Perspectives, 14 (4), 49-74.

Gounaris, S. (2005). “Measuring service quality in b2b services: an evaluation of the SERVQUAL scale vis-à-vis”. Journal of Services Marketing, 19 (6), 421-435.

Gounaris, S. y Dimitriadis, S. (2003). “Assessing service quality on the Web: evidence from business-to-consumer portals”. Journal of Service Marketing, 17 (5), 529-548.

Graham, C. R. (2004). “Blended learning systems: definition, current trends, and future directions”. En Bonk, C. J. y Graham, C. R. (Eds.). Handbook of blended learning: Global Perspectives, local designs. San Francisco, CA: Pfeiffer Publishing.

Grande, I. y Abascal, E. (1995). Fundamentos y técnicas de investigación comercial. Madrid: ESIC. Granovetter, M. (1973). “Strength of weak ties”. American Journal of Sociology, 78, 1360-1380. Granovetter, M. (1985). "Economic action and social structure: The problem of embeddedness".

American Journal of Sociology, 91, 481-510. Granovetter, M. (1994). “Business groups”. En Smelser, J. N. y Swedberg, R. (eds.). The handbook

of economic sociology. 453-475. Princeton: Princeton University Press. Grant, A. W. H. y Schlesinger, L. (1995). “Realize Your Customers’ Full Profit Potential”. Harvard

Business Review, 73 (5), 59-72. Grant, R. M. (1991). “The resource-based theory of competitive advantage: implications for strategy

formulation”. California Management Review, 33 (3), 114-135. Grant, R. M. (1996). "Toward a knowledge-base theory of the firm”. Strategic Management Journal,

17, 109-122. Grant, R. M. y Baden-Fuller C. (2004). “A Knowledge Accessing Theory of Strategic Alliances”.

Journal of Management Studies, 41 (1), 61-84. Grant, R. M. y Baden-Fuller, C. (1995). “A knowledge-based theory of inter-firm collaboration”.

Academy of Management Best Paper Proceedings, 17-21. Gray, C. H. (2004). Postmodern war: the new politics of conflict. New York: Guildford Press. Greasley, A y Bennett, D. J. (2004). “A virtual learning environment for operations management

Assessing the student’s perspective”. International Journal of Operations and Production Management, 24 (10), 974-993.

Greising, D. (1994). “Quality: How to Make It Pay”. Business Week, 8 (Agosto), 54–59. Gremler, D. D. (2004). “The Critical Incident Technique in Service Research”. Journal of Service

Research, 7 (1), 65-89. Griffith, V. (1997). “Making Information Technology Strategic”. Strategy & Business, 4, 80-82. Grint, K. y Woolgar, S. (1997). The Machine at Work. Technology Work and Organization. London:

Polity Press. Grodal, S. (2004). “Towards a Dynamic Model of Networks and Innovation”. DRUID Summer

Conference 2004, Industrial Dynamics, Innovation and Development, 14-16 Junio, Elsinore, Danmark.

Grönroos, C. (1978). “A service-oriented approach to the marketing of services”. European Journal of Marketing, 12, 588-601.

Grönroos, C. (1982). Strategic Management and Marketing in the Service Sector. Helsinki: Swedish School of Economics and Business Administration.

Grönroos, C. (1983). Strategic Management and Marketing in the Service Sector. Boston, MA: Marketing Science Institute.

Grönroos, C. (1984). “A Service Quality Model and its Marketing Implications”. European Journal of Marketing, 18 (4), 36-44.

Grönroos, C. (1988). “Service quality: the six criteria of good perceived service quality”. Review of Business, 9 (3), 10-13.

Grönroos, C. (1990). “Relationship approach to marketing in service contexts: The marketing and organizational behavior interface”. Journal of Business Research, 20, 3-11.

Grönroos, C. (1990). Service management and marketing: Managing moments of truth in service competition. Lexington, MA: Lexington, Books.

Grönroos, C. (1991). “Quality comes to service”. En Scheuing, E. E. y Christopher, W. F. (Eds.). The service quality handbook. New York: American Management Association.

485


Grönroos, C. (1993). “Toward a Third Phase in Service Quality Research: Challenges and Future Directions” Advances in Services Marketing and Management, 2, 49-64.

Grönroos, C. (2000). Service management and marketing: A customer relationship management approach. (2ª ed.) West Sussex, England: John Wiley & Sons.

Grönroos, C. (2001). “The perceived service quality concept: a mistake?”. Managing Service Quality, 11 (3), 150-152.

Grönroos, C., Heinonen, F., Isoniemi, K. y Lindholm, M. (2000). “The Netoffer model: a case example from the virtual marketspace”. Management Decision, 38 (4), 243-52.

Grossman, S. J. y Hart, O. D. (1983). “An Analysis of the Principal-Agent Problem”. Econometrica, 51 (1), 7-45.

Groth, J. C. y Dye, R. T. (1999). “Service Quality: Perceived value, expectations, shortfalls, and bonuses”. Managing Service Quality, 9 (4), 274-285.

Grove, S. J. y Fisk, R. P. (1997). "The Impact of Other Customers on Service Experiences: A Critical Incident Examination of ‘Getting Along’". Journal of Retailing, 73 (1), 63-85.

Grove, S. J., Fisk, R. P. y John, J. (2003). “The future of services marketing: forecasts from ten service experts”. Journal of Services Marketing, 17 (2), 107-121.

Guadagnolo, F. (1985). “The importance-performance analysis: an evaluation and marketing tool”. Journal of Park and Recreation Administration, 2, 13-22.

Gual, J. y Ricart, J. E. (2001). Estrategias Empresariales en Telecomunicaciones e Internet. Madrid: Fundación Retevisión.

Guha, S., Grover, V., Kettinger, W. J. y Teng, J. T. C. (1997). “Business Process Change and Organisational Performance: Exploring an Antecedent Model”. Journal of Management Information Systems; Armonk, 14 (1), 119-154.

Gulati, R. (1999). “Network Location and Learning: The Influence of Network Resources and Firm Capabilities on Alliance Formation”. Strategic Management Journal, 20 (5), 397-420.

Gulati, R. y Gargiulo, M. (1999). "Where Do Interorganizational Networks Come from?". American Journal of Sociology, 177-231.

Gummerson, E. (1987). ”The New Marketing – Developing Long-Term Interactive Relationships”. Long Range Planning, 20 (4), 10-20.

Gummesson, E. (1994). “Service Management: An Evaluation and the Future”. International Journal of Service Industry Management, 5 (l), 77-96.

Gummesson, E. (1998). “Implementation requires a relationship marketing paradigm’. Journal of the Academy of Marketing Science, 26 (3), 242-249.

Gummerson, E., Lehtinen, U. y Grönroos C. (1997). “Comment on Nordic Perspectives on Relationship Marketing”. European Journal of Marketing, 31 (1), 10-16.

Gunn, B. (1995). “The paradigm shift in university management”. The International Journal of Education Management, 9 (1), 28-40.

Gupta, A., McDaniel, J. C. y Herath, S. K. (2005). “Quality management in service firms: sustaining structures of total quality service”. Managing Service Quality, 15 (4), 389-402.

Habermas, J. (1971). Knowledge and human interests. Boston: Beacon. Hagedoorn, J. (2002). "Inter-firm R&D partnerships: an overview of major trends and patterns

since 1960". Research Policy , 31, 477-492. Hagedoorn, J. y Schakenraad, J. (1990). “Inter-firm partnership and co-operative strategics in core

technologies”. En Freeman, C. y Soete, L. (Eds.). New explorations in the economics of technological change. 3 - 37. London: Printer Publishers.

Hague, J. (1999). “Beyond Universities: A New Republic of the Intellect”. En Fenn, D. (ed.), Further and Higher Education. Market Report. (2ª ed.) Hampton, UK: Key Note.

Hagström P. y Hedlund G. (1999). “A three-dimensional model of changing internal structure in the firm”. En Chandler Jr., Hagström P. y Solvell, O. (Eds). The Dynamic Firm, the Role of Technology, Strategy, Organization, and Regions, 8, 166-191. New York: Oxford University Press.

Hair, J. F., Anderson, R. E., Tatham, R. L. y Black, W. C. (2004). Análisis multivariante. Madrid: Prentice Hall.

Hall, R. (1992). "The strategic analysis of intangible resources". Strategic Management Journal, 13 (febrero), 135-144.

Hallowell, R. (1996). “The relationships of customer satisfaction, customer loyalty and profitability: An empirical study”. International Journal of Service Industry Management, 7, 27-42.

486

Bibliografía

Hamel, G. y Prahalad, C. K. (1989). "Strategic Intent". Harvard Business Review, Mayo-Junio, 63-76.

Hamel, G. y Prahalad, C. K. (1993). "Strategy as Stretch and Leverage". Harvard Business Review, Marzo-Abril, 75-84.

Hamel, G. y Prahalad, C. K. (1994). Competing for the Future. Boston: Harvard Business School Press. En castellano: (1995). Compitiendo por el Futuro. Madrid: Ariel.

Hammer, M. (1990). “Reengineering Work: Don’t Automate, Obliterate”. Harvard Business Review, Julio-Agosto, 104-112.

Hammer, M. y Champy, J. (1993). Reengineering the Corporation: A Manifesto for Business Revolution. New York: Harper Collins.

Hampton, G. (1993). “Gap analysis of college student satisfaction as a measure of professional service quality”. Journal of Professional Services Marketing, 9, 115-127.

Handy, C. (1989). The Age of Unreason. Boston: Harvard Business School Press. Handy, C. (1990). The Age of Unreason. London: Arrow Books. Handy, C. (1992). “Balancing Corporate Power. A New Federalist Paper”. Harvard Business

Review, 70 (6), 59-72. Handy, C. (1994). The Age of Paradox. Boston: Harvard Business School Press. Handy, C. (1995). “Trust and the Virtual Organization”. Harvard Business Review, Mayo-Junio, 40-

50. Hannan, M. T. y Freeman, J. (1977). "The Population Ecology of Organizations". American Journal

of Sociology , 82, 929-64. Hannan, M. T. y Freeman, J. (1989). Organizational Ecology. Cambridge, Massachusetts: Harvard

University Press. Hardie, B. G. S., Johnson, E. J. y Fader, P.S. (1992). "Modelling loss aversion and reference

dependence effects on brand choice". Working paper. Wharton School, University of Pennsylvania, PA.

Hardwick, M., Spooner, D. L., Rando, T. y Morris, K. C. (1996). “Sharing manufacturing information in virtual enterprises”. Communications of the ACM, 39 (2), 46-54.

Harris, M. (1998). “Rethinking the virtual organisation”. En Jackson, P. y van Weilen, J. Teleworking: International Perspectives. London: Routledge.

Harris, R. W. (2000). “Innovation and progress: Investors in people in higher education”. The International Journal of Educational Management, 14 (4), 142-150.

Harrison, B. y Kelley, M. R. (1993). “Outsourcing and the Search for ‘Flexibility’.” Work, Employment and Society, 7 (2), 213-235.

Hansmann, J. (1986). “The Role of Nonprofit Enterprise”. En Rose-Ackerman, S. (ed.) The Economics of Nonprofit Institutions: Studies in Structure and Policy. New York: Oxford University Press.

Hayek, F. A. (1945). "The use of knowledge in society”. The American Economic Review, 35, 519-530.

Hayek, F. A. (1982). Law, Legislation and Liberty. London: Routledge & Kegan Paul. Hayes, B. E. (1999). “Cómo medir la satisfacción del cliente”. Barcelona: Gestión 2000. Headley, D. y Miller, S. J. (1993). “Measuring service quality and its relationship to future

consumer behaviour”. Journal of Health Marketing, 13, 32-41. Heckscher, C. y Applegate, L. (1994). “Introduction”. En Heckscher, C. y Donnellon, A. (eds.), The

Post Bureaucratic Organization: New Perspectives on Organizational Change, Thousand Oaks: Sage Publications.

Heckscher, C. y Donnellon, A. (Eds.) (1994). The Post Bureaucratic Organization: New Perspectives on Organizational Change. Thousand Oaks: Sage Publications.

Hedlund, G. (1986). “The Hypermodern MNC-A Heterarchy?”. Human Resource Management, 25 (1), 9-35.

Hedlund, G. (1994). “A model of knowledge management and the N-form Corporation”. Strategic Management Journal, 15, 73-90.

Hedlund, G. y Nonaka, I. (1993). "Models of Knowledge Management in the West and Japan". En Lorange, P., Chakravarthy, B., Roos, J. y van de Ven, A., Implementing Strategic Processes, 117-144. London: Blackwell.

Held, D. (2004). Global Covenant: The Social Democratic Alternative to the Washington Consensus. Cambridge: Cambridge Polity Press.

487


Helleloid, D. y Simonin, B. (1994): "Organizational Learning and a Firm's Core Competence". En Hamel, G. y Heene, A. (eds.). Competence-Based Competition, 213-239. New York: John Wiley & Sons.

Hendricks, K. B., y Singhal, V.R. (1997). “Does implementing an effective TQM program actually improve operating performance? Empirical evidence fom firms that have won quality awards”. Management Science, 43, 58-74.

Hendrickson, A. R. y Collins, M. R. (1996). “An Assessment of Structure and Causation of IS Usage”. The Data Base for Advances in Information Systems, 27 (2), 61-67.

Hennart, J. F. (1993). "Explaining the Swollen Middle: Why Most Transactions are a Mix of 'Market' and 'Hierarchy'". Organization Science, 4 (4), 529-547.

Hernon, P. y Whitman, J. R. (2001). Delivering satisfaction and service quality: A customer-based approach for libraries. Chicago: American Library Association.

Herzberg, F., Mausner, B. y Snydermen, B. B. (1967). The motivation to work. New York: John Wiley & Sons.

Heskett, J. L. (1992). “A service sector paradigm for management: The service profit chain”. Proceedings of the Management in the Services Sector Symposium, Cranfield School of Management.

Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E. y Schlesinger, L. A. (1994). “Putting the service-profit chain to work”. Harvard Business Review, 72 (2), 164-74.

Heskett, J. L., Sasser,W. E. Jr. y Schlesinger, L. A. (1997). The service profit chain. New York: Free Press.

Hesse, C. (2002). “The rise of intellectual property, 700 B.C.-A.D. 2000: An idea in the balance”. Daedadlus, Primavera, 6-45.

Hicks, M., Reid, I. C. y George R. (1999). “Enhancing online teaching: designing responsive learning environments”. HERDSA Conference: What do we value in higher education? , 12-15 Julio. Melbourne.

Higgins, J. M. (1994). The management challenge. Down Mills, Ontario: McMillan. Higgins, L. F., Ferguson, J. M. y Winston, J. M. (1991). “Understanding and assessing service

quality in health maintenance organizations”. Health Marketing Quarterly, 9, 5-20. Hill, R. (1995). “Managing service quality in higher education: The role of the student as primary

consumer”. Quality Assurance in Education, 3 (3), 10-21. Hill, T. (1977). “On goods and services”, Review of Income and Wealth, 23, 315-338. Hill, Y., Lomas, L. y MacGregor, J. (2003). “Students’ perceptions of quality in higher education”.

Quality Assurance in Education, 11 (1), 15-20. Hiltz, S. R. (1986). “The virtual classroom: using computer-mediated communication for university

teaching”. Journal of communications, 36, 95-104. Hinds, P. y Kiesler S. (1995). “Communication across boundaries: work, structure, and use of

communication technologies in a large organization”. Organization Science, 6 (4), 373-393. Hirschhorn, L. y Gilmore, T. (1992). “The new boundaries of the "boundaryless"

company”. Harvard Business Review, 70, 104-115. Hirst, P. y Zeitlin, J. (1991). "Especialización Flexible vs. Postfordismo: Teoría, Evidencia e

Implicaciones Políticas”. Documento de trabajo, 33 y 34, 1-81. Hitt, L. M. y Brynjolfsson, E. (1997). “Information Technology and Internal Firm Organization: An

Exploratory Analysis”. Journal of Management Information Systems, 14 (2), 81-101. Hitt, M. A., Keats, B. W. y DeMarie, S. M. (1998). “Navigating in the new competitive landscape:

building strategic flexibility and competitive advantage in the 21st century”. Academy of Management Executive, 12 (4), 22-43.

Hoch, S.J. y Ha, Y.W. (1986). "Consumer learning: advertising and the ambiguity of product experience". Journal of Consumer Research, 13 (octubre), 221-233.

Hodgson, D. E. (2004). “Project Work: The Legacy of Bureaucratic Control in the Post-Bureaucratic Organization”. Organization, 11 (1), 81-100.

Hodgson, G. (1988). Economics and Institutions: A Manifesto for a Modern Institutional Economics. Cambridge: Polity Press.

Hoffman, K. D. y Bateson, J. E. G. (1997). Essentials of services marketing, Chicago: The Dryden. Hoffman, K. D. y Novak, T. P. (1996). “Marketing in Hypermedia Computer-Mediated

Environments: Conceptual Foundations”. Journal of Marketing, 60 (Julio), 50-68. Hofstede, G. (1980). Culture’s Consequences: International Differences in Work-Related Values.

London: Sage Publications.

488

http://hsb.baylor.edu/database

Bibliografía

Holbrook, M.B. (1999). “Introduction to consumer value”. En Holbrook, M. B. (Ed.). Consumer value: A framework for analysis and research. 1–28. London: Routledge Kegan Paul.

Holbrook, M. B. y Hirschman, E. (1993). “The Semiotics of Consumption: Interpreting Symbolic Behavior”. Popular Culture and Works of Art. Berlin: Moutonde Grayter.

Holmstrom, B. y Milgrom, P. (1994). “The firm as an incentive system”. American Economic Review, 84, 972-991.

Holland C. P. y Lockett, A. G. (1996). “Strategy and Structure of International Funds Transfer Systems”. En Sprague y Nunamaker (Eds.). Proceedings of the Twenty-Ninth Hawaii International Conference on System Sciences, IV, 430-439.

Hollenshorst, S., Olson, D. y Fortney, R. (1992). “Use of Importance–Performance Analysis to evaluate state park cabins: The case of the West Virginia state park system”. Journal of Park and Recreation Administration 10, 1–11.

Hollins, C. S. (1992). “Where do we go from here?”. New Directions for Institutional Research, 75, Otoño.

Hofstede, G. (1991). Cultures and Organizations: Software of the Mind. New York: McGraw-Hill. Hope, C. y Muhleman, A. (1997). Service Operations Management: Strategy Design and Delivery.

New York: Prentice Hall. Høst, V. y Knie-Andersen, M. (2004). “Modeling customer satisfaction in mortgage credit

companies”. International Journal of Bank Marketing, 22 (1), 26-42. Hounshell, D. A. (1984). From the American system to mass production 1800-1932: The development

of manufacturing technology in the United States. Baltimore: Johns Hopkins University Press. Hounshell, D. y Smith, J.K. (1988). Science and Corporate Strategy: Du Pont R&D, 1902-1980. New

York: Cambridge University Press. House, R. (2002). “Clocking in column”. The Spokesman-Review. Howard, J. y Sheth, J. (1969). Perspectives in Consumer Behaviour. Glenvich: Scott Foresman Ed. Hubert, G. P. (1990). “A theory of the effects of advanced information technologies on

organizational design, intelligence and decision making”. Academy of Management Review, 15, 47-71.

Hudson, S. y Shephard, G. (1998). "Measuring Service Quality at Tourist Destinations: An Application of Importance-Performance Analysis to an Alpine Ski Resort". Journal of Travel and Tourism Marketing, 7 (3), 61-77.

Hudson, S., Hudson, P. y Miller, G. A. (2004). “The Measurement of Service Quality in the Tour Operating Sector: A Methodological Comparison”. Journal of Travel Research, 42 (3), 305-312.

Humphreys, M. A. y Williams, M. R. (1996). “Exploring the relative effects of salesperson Interpersonal process attributes and technical product attributes on customer satisfaction”. Journal of Personal Selling & Sales Management, 16 (3), 47-57.

Hunt, H. K. (1977). “CS/D Overview and Future Research Directions”. En Hunt, H. K. (eds.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, 455-488. Cambridge: Marketing Science Institute.

Hunt, S. D. (1997). “Relationship Marketing in the Era of Network Competition”. Marketing Management, 3 (1), 18-28.

Hwang, L. J. J., Eves, A. y Desombre, T. (2003). “Gap analysis of patient meal service perceptions”. International Journal of Health Care Quality Assurance, 16 (3), 143-153.

Hyman, R. (1993). "Especialización Flexible: Milagro o Mito". En Hyman, R. y Streeck, W. (eds.), Nuevas Tecnologías y Relaciones Industriales. Madrid: Ministerio de Trabajo y Seguridad Social.

Hyman, R. y Streeck, W. (1993). Nuevas Tecnologías y Relaciones Industriales. Madrid: Ministerio de Trabajo y Seguridad Social.

Hyötyläinen, R. (2000). Development Mechanisms of Virtual Enterprise Networks. Learning and Innovation in Networks. Espoo: VTT Publications 417.

Iacobucci, D. (1998). "Services: What Do We Know and Where Shall We Go? A View From Marketing". En Swartz, T. A., David E. Bowen, D. E. y Brown, S. W. (eds.). Advances in Services Marketing and Management: Research and Practice, 7, 1-96. Greenwich, CT: JAI Press.

Iacobucci, D., Grayson, K. y Ostrom, A. (1994a). “Customer fables”. Sloan Management Review, 35, 93-96.

Iacobucci, D., Grayson, K. y Omstrom, A. (1994b). “The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration”. En Swartz, T. A.,

489

http://marketing.wharton.upenn.edu/ideas/pdf/Iacobucci/Services/servwhatdoweknow98.pdf

http://marketing.wharton.upenn.edu/ideas/pdf/Iacobucci/Services/servwhatdoweknow98.pdf


Bowen, D. E. y Brown, S. W. (ed.), Advances in Services Marketing and Management. 3, 16-84. Greenwich, CT: JAI Press.

Imai, K. (1980). “Japan’s industrial organization”. En Sato, K. (eds.). Industry and Business in Japan. 74-135. New York: M.E. Sharp Inc.

Impact, P. (1998). Exploiting the Wired-Up World: Best Practice in Managing Virtual Organizations ,4. Projecto ACHIEVE.

Inkpen, A. C. y Ross, J. (2001). "Why Do Some Strategic Aliances Persist Beyond Their Useful Life". California Management Review 44, 132-148.

InternetNewsBureau (2003). Jupiter Research Reports That Companies Are Failing at Online Customer Service Despite Growth in Online CRM Spending. Disponible en <http://www.internetnewsbureau.com/archives/2003/feb03/crm.html>. Consultado: 15/10/2005.

Ittner, C. y Larcker, D. F. (1998). “Are non-financial measures leading indicators of financial performance? An analysis of customer satisfaction”. Journal of Accounting Research, 2, 138-144.

Ives, B. y Jarvenpaa, S. L. (1996). “Will the Internet revolutionize business education and research”. Sloan Management Review, 37 (3), 33-41.

Ives, B., Olson, M. H. y Baroudi, J. J. (1983). “The Measurement of User Information Satisfaction”. Communications of the ACM, 26 (10), 785-793.

Iwaardeen, J., Wiele, T., Ball, L. y Millen, R. (2003). “Applying SERVQUAL to Web sites: an exploratory study”. International Journal of Quality & Reliability Management, 20 (8), 919-935.

Iwaarden, J. y Wiele, T. (2003). A Study on the applicability of dimensions for web sites. Erasmus University Rotterdam.

Jabnoun, N. y Al Rasasi, A. J. (2005). “Tranformational Leadership and service quality in UAE hospitals”. Managing Service Quality, 15 (1), 70-81.

Jabnoun, N. y Al-Tamimi, H. A. H. (2003). “Measuring perceived service quality at UAE commercial banks”. International Journal of Quality & Reliability Management, 20 (4), 458-472.

Jabnoun, N. y Chaker, M. (2003). “Comparing the quality of private and public hospitals”. Managing Service Quality, 13 (4), 290-299.

Jabnoun, N. y Khalifa, A. (2005). “A customized measure of service quality in the UAE”. Managing Service Quality, 15 (4), 329-343.

Jaccard, J., Brinberg, D. y Ackerman, L. (1986). "Assessing attribute importance: a comparison of six methods”. Journal of Consumer Research, 12 (4), 463-468.

Jaccard, J. y Wood, G. (1986). "An idiothetic analysis of consumer decision making". En Brinberg, D. y Lutz, R. (Eds.). Perspectives on methodology in consumer research. New York: Springer-Verlag.

Jacobson, R. y Aaker, D. A. (1987). “The Strategic Role of Product Quality”. Journal of Marketing, 51, 78-91.

Jacoby, J. (1975). “Perspectives on a consumer information processing research program”. Communication Research, 2 (3), 203-215.

Jacoby, J. y Kyner, D.B. (1973). “Brand loyalty vs repeat purchasing behavior”. Journal of Marketing Research, 10 (2), 1-9.

Jaeger, W. (1942). Paideia: los ideales de la cultura griega. México: FCE. Jägers, H., Jansen, W. y Steenbakkers, W. (1998). “Characteristics of Virtual Organizations”.

Congreso VoNet Workshop: Organizational Virtualness . 65-76. Berna, Suiza. Jansen, W., Steenbakkers, W. y Jägers, H. (1999). “Electronic Commerce and Virtual

Organizations”, Electronic Journal of Organizational Virtualness, 1 (1), 54-68. Jarillo, J. C. (1988). “On Strategic Networks”. Strategic Management Journal, 9 (1), 31-41. Jarillo, J. C. (1993). Strategic Networks: Creating the Borderless Organization. Oxford:

Butterworth-Heineman. Jarillo, J. C. y Ricart, J. E. (1987). "Sustaining Networks". Interfaces, 17 (5), 82- 91. Jarvenpaa, S. L. e Ives, B. (1994). “The global network organization of the future: Information

management opportunities and challenges”. Journal of Management Information Systems, 10 (4), 25-57.

Jarvenpaa, S. L. y Leidner, D. (1999). “Communication and Trust in Global Virtual Teams”. Organization Science, 10 (6), 791-815.

490

http://www.internetnewsbureau.com/archives/2003/feb03/crm.html

Bibliografía

Jarvenpaa, S. L. y Pike, T. P. (1996). “Consumer reactions to electronic shopping on the world wide web”. International Journal of Electronic Commerce, 2 (1), 59-88.

Jarvenpaa, S. L. y Todd, P. A. (1997). “Consumer Reactions to Electronic Shopping on the World Wide Web”. Journal of Electronic Commerce, 1 (2) 59-88.

Jarvenpaa, S. L., Tractinsky, N. y Vitale, M. (1999). “Consumer Trust in an Internet Store”. Information Technology and Management, 1 (12), 45-71.

Jenkins, B, y Page, E. C. (eds.), (2005). The Foundations of Bureaucracy in Economic and Social Thought. Cheltenham: Edward Elgar.

Jiang, R. y Rosenbloom, B. (2005). “Customer Intention to Return Online: Price Perception, Attribute-Level Performance and Satisfaction Unfolding Over Time”. European Journal of Marketing, 39 (1), 150-174.

Johns, N. (1993). “Quality management in the hospitality industry, part 3: recent developments”. International Journal of Contemporary Hospitality Management, 5 (1), 10-15.

Johnson, M. D., Anderson, E. D. y Fornell C. (1995). “Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework”. Journal of Consumer Research, 21 (Marzo), 695-707.

Johnson, M. D. y Fornell, C. (1991). "A framework for comparing customer satisfaction across individuals and product categories". Journal of Economic Psychology, 12, 267-86.

Johnston, R. (1995a). “The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service”. International Journal of Service Industry Management, 6 (2), 46-61.

Johnston, R. (1995b). “The determinants of service quality: satisfiers and dissatisfiers”. International Journal of Service Industry Management, 6 (5), 53-71.

Johnston, R. (1997). “Identifiying the critical determinants of service quality in retail banking: importance and effect”. International Journal of Bank Marketing, 15 (4), 111-116.

Johnston, R. y Lawrence, P. (1988). "Beyond Vertical Integration--the Rise of the Value-Adding Partnership". Harvard Business Review, julio-agosto, 94-101.

Johnston, R., Silvestro, R., Fitzgerald, L. y Voss, C. (1990). “Developing the Determinants of Service Quality”. En Langeard, E. y Eiglier, P. (Eds). Marketing Operations and Human Resources Insights into Services, 373-400. Aix-en-Provence: First International Research Seminar on Services Management. Institut d' Administration des Entreprises.

Joreskog, K. G. y Sorbom, D. (1993). LISREL 8: Structural Equation Modeling with SIMPLIS Command Language. Chicago, IL: Scientific Software International Inc.

Joreskog, K. G. y Sorbom, D. (1996). LISREL 8: User's Reference Guide. Chicago, IL: Scientific Software International.

Joseph, M., Ford, J. y Joseph, B. (1997). “A cross-cultural assessment of service quality in business education: a comparison of business students in New Zealand and United States”. Journal of International Marketing and Exporting, 2 (1), 53-64.

Joseph, M. y Joseph, B. (1997). “Service quality in education: a student perspective”. Quality Assurance in Education, 5 (1), 15-21.

Joseph, M. y Joseph, B. (1999a). “Customer perception of service quality in higher education: strategic implications”. Journal of Customer Service in Marketing & Management, 5 (4), 17-31.

Joseph, M. y Joseph, B. (2000). “Indonesian students’ perceptions of choice criteria in the selection of a tertiary institution”. International Journal of Educational Management, 14 (1), 40-44.

Joseph, M., McClure, C. y Joseph, B. (1999b). “Service quality in the banking sector: the impact of technology on service delivery”. International Journal of Bank Marketing, 17 (4), 182-191.

Joseph, M., Sekhon, Y., Stone, G. y Tinson, J. (2005b). “An exploratory study on the use of banking technology in the UK: A ranking of importance of selected technology on consumer perception of service delivery performance”. International Journal of Bank Marketing, 23 (5), 397-413.

Joseph, M. y Stone, G. (2001). “Service quality in higher education: a preliminary investigation of the role of college service in attracting and keeping students”. 2001 SMA Conference, Noviembre, New Orleans, LA.

Joseph, M. y Stone, G. (2003). “An empirical evaluation of US bank customer perceptions of the impact of technology on service delivery in the banking sector”. International Journal of Retail & Distribution Management, 31 (4), 190-202.

Joseph, M., Yakhou, M. y Stone, G. (2005a). “An educational institution’s quest for service quality: customers’ perspective”. Quality Assurance in Education, 13 (1), 66-82.

Joskow, Paul (1991). “The Role of Transaction Cost Economics En Antitrust and Public Utility Regulatory Policies”. Journal of Law, Economics and Organizations, 7 (Special Issue), 53-83.

491


Judd, C. M, Smith, E. R. y Kidder, L. H. (1991). Research methods in social relations. (6ª ed.) Orlando, FL: Holt, Rinehart & Winston.

Juran, J. (1951). Quality Control Handbook. New York: McGraw-Hill. Juran, J. (1974). Quality Control Handbook. (3ª ed.) New York: McGraw-Hill. Juran, J. (1982). Upper Management and Quality. New York: Juran Institute. Juran, J. (1988). Quality Control Handbook. (4ª ed.) New York: McGraw-Hill. Juwaheer, T. D. (2004). “Exploring international tourists’ perceptions of hotel operations by using a

modified SERVQUAL approach – a case study of Mauritius”. Managing Service Quality, 14 (5), 350-364.

Khan, B. (1997). “Web-based Instruction (WBI): What is it and why is it?”. En Khan, B. (ed.). Web-based Training. Englewood Cliffs: New Jersey.

Kahneman, D. y Miller, D. T. (1986). “Norm theory: comparing reality to its alternatives”. Psychological Review, 93, 136-153.

Kalakota, R. y Whinston, A. (1997). Electronic Commerce: A Manager’s Guide, Massachusetts: Addison-Wesley Reading.

Kallinikos, J. (2004). “The Social Foundation of the Bureaucratic Order”. Organization, 11 (1), 13-36.

Kamoche, K. y Pina e Cunha, M. (2001). “Minimal structures: From jazz improvisation to product innovation”. Organization Studies, 22 (5), 733-764.

Kang, H. y Bradley, G. (1999). „Measuring the Service Performance of Information Technology Departments: an Internal Service Management Approach”. Proceedings of the 9th Workshop on Quality Management in Services, EIASM. Abril. Gothenburg, Sweden,.

Kang, G. y James, J. (2004). “Service quality dimensions: an examination of Grönroos’s service quality model”. Managing Service Quality, 14 (4), 266-277.

Kanji, G. K., Tambi, A. M. y Wallace, W. (1999). “A comparative study of quality practices in higher education in the US and Malaysia”. Total Quality Management, 10 (3), 357-71.

Kano, N. (1984). “Attractive quality and must-be quality”. The Journal of the Japanese Society for Quality Control, Abril, 39-48.

Kanter, R. M. (1989). When Giants Learn To Dance. New York: Simon & Schuster. Kanter, R. M. (1994). “Collaborative Advantage: The Art of Alliances”. Harvard Business

Review, 72 (4), 96–108. Kaplan, S. y Weisbach, M. (1992). “The success of acquisitions. Evidence from divestitures”.

Journal of Finance, 47, 107-139. Kara, A., Lonial, S., Tarim, M. y Zaim, S. (2005). “A paradox of service quality in Turkey”.

European Business Review, 17 (1), 5-20. Kasper-Fuehrer, E. C. y Ashkanasy, N. M. (2004). “The Interorganizational Virtual Organization”.

International Studies of Management and Organization, 33 (4), 34-64. Katz, R. y Allen T. J. (1982). "Investigating the Not Invented Here Syndrome: A Look at the

Performance, Tenure and Communication Patterns of 50 R&D groups". R&D Management, 12, 7-19.

Katz, D. y Kahn, R. L. (1978). The social psychology of organizations. New York: Wiley. Katzy, B. R. (1998). “Design and implementation of virtual organizations”. Proceedings of the

Thirty-first Hawaii International Conference on System Sciences, 4, 142. Kaynama, S. A. y Black C. L. (2000). “A proposal to assess the service quality of online travel

agencies: An exploratory study”. Journal of Professional Services Marketing, 21 (1), 63-88. Keller, G. (1983). Academic Strategy: The Management Revolution in American Higher Education.

Baltimore: Johns Hopkins University Press. Kelley, S. W., Donnelly, J. H. y Skinner, S. J. (1990). “Customer Participation in Service Production

and Delivery”. Journal of Retailing, 66, 315-335. Kenney, M. (2000). Understanding Silicon Valley: the Anatomy of an Entrepreneurial Region.

Stanford, CA: Stanford University Press. Kerlinger, F. N. (1992). Foundations of behavioral research. (3ª ed.). Fort Worth, TX:

Harcourt Brace Jovanovich College Publishers. Kerr, C. (1963). The Uses of the University. Cambridge, Massachusetts: Harvard University Press. Kerry, B., Johnsen, S. y Kerner, A. (2000). “The Power of the Internet for Learning: Moving from

Promise to Practice.” Report of the Web-Based Education Commission to the President of the United States. U.S. Department of Education.

492

Bibliografía

Kets de Vries, M. F. R. y Balasz, K. (1997). “The Downside of Downsizing”. Human Relations, 50 (1), 11-50.

Kets de Vries, M. F. R. y Miller, D. (1984). "Neurotic Style and Organizational Pathology". Strategic Management Journal, 5, 35-55.

Kettinger, W. J. y Lee, C. C. (1994) “Perceived service quality and user satisfaction with the information services function”. Decision Sciences, 25 (5/6), 737-763.

Kettinger, W. J. y Lee, C. C. (1997). “Pragmatic perspectives on the measurement of information systems service quality”. MIS Quarterly, 21, 223-240.

Kettinger, W. J. y Lee, C. C. (1999). “Replication of measures in information systems research: The case of IS-SERVQUAL”. Decision Sciences, 30, 893-899.

Kettinger, W. J., Lee, C. y Lee, S. (1995). “Global measures of information service quality: A cross-national study”. Decision Sciences, 26, 569-588.

Khalifa, M. y Liu, V. (2003). “Determinants of Satisfaction at Different Adoption Stages of Internet-Based Services”. Journal of AIS, 4 (12), 206-232.

Khandwalla, P. N. (1972). “Environment and its impact on the organization”. International Studies of Management and Organization, 2, 297-313.

Kilbourne, W. E., Duffy, J. A., Duffy, M. y Giarchi, G. (2004). “The applicability of SERVQUAL in cross-national measurements of health-care quality”. Journal of Services Marketing, 18 (7), 524-533.

Kim, Y., Lee, S. y Yun, D. (2004). “Integrating current and competitive service-quality level analyses for service-quality improvement programs”. Managing Service Quality, 14 (4), 288-296.

King, B. (2001). “Managing the changing nature of distance and open education at institutional level”. Open Learning, 16 (1), 47-60.

Klein, H. y Myers, M. (1999). “A set of principles for conducting and evaluating interpretive field studies in information systems”. MIS Quarterly, 23 (1), 67-89.

Knights, D. y Murray, F. (1994). Managers Divided. New York: John Wiley & Sons. Knudsen, T. y Eriksen, B. (2002). “The Architecture of New Organizational Forms”. Mimeo.

Odense, Denmark: Dept. of Marketing, University of Southern Denmark. Koelemeijer, K. (1991). “Perceived Customer Service Quality: Issues on Theory and Measurement”.

Sixth World Conference on Research in the Distributive Trades. The Hague. 4-5 Julio. The Netherlands.

Kogut, B. (2000). “The network as knowledge: generative rules and the emergence of structure”. Strategic Management Journal, 21 (Special Issue), 405–425.

Kogut, B. y Zander, U. (1992). “Knowledge of the firm, combinative capabilities, and the Replication of Technology”. Organization Science, 3, 383-397.

Kogut, B. y Zander, U. (1995). “Knowledge, market failure and the multinational enterprise: a theoretical note”. Journal of International Business Studies, 26 (2), 399-408.

Kolesar, M. B. y Galbraith, R. W. (2000). “A services-marketing perspective on e-retailing: Implications for e-retailers and directions for further research”. Internet Research: Electronic Networking Applications and Policy, 10 (5), 424-438.

Kong, R. y Mayo, M. C. (1993). “Measuring service quality in the business-to-business context”. Journal of Business and Industrial Marketing, 8 (2), 5-15.

Kordupleski, R. E., Rust, R. E. y Zahorik, A. J. (1993). "Why Improving Quality Doesn't Improve Quality (Or Whatever Happened to Marketing)?". California Management Review, 35 (1), 82-95.

Koska, M. T. (1990). “High Quality Care and Hospital Profits: Is There a Link”. Hospitals, (Marzo), 62-63.

Koste, L. y Malhotra, M. (1998). “A Theoretical Framework for Analyzing the Dimensions of Manufacturing Flexibility”. Journal of Operations Management, 18, 75-92.

Kotler, P. (1989). "From Mass Marketing to Mass Customization”. Planning Review, 17, 10-13. Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation and Control. (9ª

ed.), Upper Saddle River, NJ: Prentice-Hall. Kotler, P. (2003). Marketing management. (11ª ed.), Upper Saddle River (NJ): Pearson Education

International. Kotler, P. y Fox, K. (1995). Strategic Marketing for Educational Institutions. (2ª ed.) New Jersey:

Prentice Hall. Kotler, P. y Gary M. A. (1987). Marketing: An Introduction. Englewood Cliffs, NJ: Prentice Hall.

493


Koufaris, M. (2002). “Applying the technology acceptance model and flow theory to online consumer behaviour”. Information Systems Research, 13 (2), 205-223.

Kozinets, R. V. (1999). “E-Tribalized Marketing?: The Strategic Implications of Virtual Communities on Consumption”. European Management Journal, 17 (3), 252-264.

Kranzberg, M. (1985). “The information age: evolution or revolution?”. En Guile, B. R. (ed.), Information Economy and Social Transformation. Washington: National Academy Press.

Kuhn, T. S. (1970). The Structure of Scientific Revolutions. Chicago: University of Chicago Press. Kwan, P. Y. K. y Ng, P. W. K. (1999). “Quality indicators in higher education – comparing Hong

Kong and China’s students”. Managerial Auditing Journal, 14(1/2), 20-27. LaBay, D. G. y Comm, C. L. (2003). “A case study using gap analysis to assess distance learning

versus traditional course delivery”. The International Journal of Educational Management, 17 (7), 312-317.

Lagrosen, S., Seyyed-Hashemi, R. y Leitner, M. (2004). “Examination of the dimensions of quality in higher education”. Quality Assurance in Education, 12 (2), 61-69.

Lam, M. (2001). “Economic rationalism and education reforms in developed countries”. Journal of Educational Administration, 39 (4), 346-358.

Lam, S. S. K. y Woo, K. S. (1997). “Measuring service quality: A test-retest reliability investigation of SERVQUAL”. Journal of the Market Research Society, 39, 381-396.

Lam, T., Wong, A. y Yeung, S. (1997). "Measuring service quality in clubs: an application of the SERVQUAL instrument”. Australian Journal of Hospitality Management, 4 (1), 7-14.

Landier, H. (1992). Hacia la Empresa Inteligente: Guía para la Gestión del Cambio. Bilbao: Ediciones Deusto, S.A.

Langlois, R. N. (1991). Economics as a process: essays in the new institutional economics. Cambridge: Cambrigde University Press.

Langlois, R. N. y Robertson, P. (1992). "Networks and innovation in a Modular System: Lessons from the Microcomputer and stereo component industries". Research Policy, 21, 297-313.

Lassar, W. M., Manolis, C. y Winsor, R. D. (2000). “Service quality perspectives and satisfaction in private banking”. Journal of Services Marketing, 14, 244-271.

Latham. G. P., Fay, C. H. y Saari, L. M. (1979). “The Development of Behavioral Observation Scales For Appraising the Performance of Foremen”. Personnel Psychology, 32 (2), 299-311.

Laval, C. (2004). La escuela no es una empresa. Barcelona: Paidós. Laval, C. (2005). “Per què l’escola no és una empresa?”. Debats d’educació. Disponible en

<http://www.uoc.edu/dt/cat/laval0505.pdf >. Consultado: 15/07/2005. Law, K. S., Wong, C. S. y Mobley, W. H. (1998). “Toward a Taxonomy of Multidimensional

Constructs”. Academy of Management Review, 23 (4), 741-755. Lawrence, P. R. y Lorsch, J. W. (1967). Organization and Environment. Managing Differentiation

and Integration. Cambridge: Harvard Business School Press. Lazerson M. H. y Lorenzoni G. (1999). “The Firms that Feed Industrial Districts: A

Return to the Italian Source”. Industrial and Corporate Change, 8 (2), 235-266. Leavitt, H. J. (2003). “Why Hierarchies Thrive”. Harvard Business Review, Marzo, 96-102. LeBlanc, G. (1992). “Factors affecting customer evaluation of service quality in travel agencies: An

investigation of customer perceptions”. Journal of Travel Research, 30, 10-16. LeBlanc, G. y Nguyen, N. (1988). “Customers’ perceptions of service quality in financial

institutions”. International Journal of Bank Marketing, 6 (4), 7-18. LeBlanc, G. y Nguyen, N. (1997). “Searching for excellence in business education: an exploratory

study of customer impressions of service quality”. The International Journal of Educational Management, 11 (2), 72-79.

LeBlanc, G. y Nguyen, N. (1999). “Listening to the customer’s voice: examining perceived service value among business college students”. The International Journal of Educational Management, 13 (4), 187-198.

Lederer, A. L., Maupin, D. J., Sena, M. P. y Zhuang, Y. (2000). “The technology acceptance model and the World Wide Web”. Decision Support Systems, 29 (3), 269-282

Lee, G. G. y Lin, H. (2005). “Customer perceptions of e-service quality in online shopping”. International Journal of Retail & Distribution Management, 33 (2), 161-176.

Lee, H., Lee, Y. y Yoo, D. (2000). “The determinants of perceived service quality and its relationship with satisfaction”. Journal of Service Marketing, 14 (2), 217-231.

Lee, H. y Whang, S. (2001). “Winning the Last Mile of E-Commerce”. MIT Sloan Management Review, 42 (4), 54-62.

494

http://www.uoc.edu/dt/cat/laval0505.pdf

http://www.sciencedirect.com/science?_ob=JournalURL&_cdi=5878&_auth=y&_acct=C000050221&_version=1&_urlVersion=0&_userid=10&md5=5fb2431b1c259e163af4771e21439199

Bibliografía

Lee, Y. L. y Hing, N. (1995). "Measuring quality in restaurant operations: an application of the SERVQUAL instrument". International Journal of Hospitality Management, 14 (3-4), 293-310.

Lego, R. y Shaw, R. N. (1992). “Convergent validity in tourism research: An empirical analysis”. Tourism Management, 13 (4), 387-393.

Lehmann, D. R. (1997). “A different game: setting the stage’’. En Moreau, P. (Ed.). A Different Game: Really New Products, Evolving Markets and Responsive Organizations. Report Number 97-118. Marketing Science Institute.

Lehtinen, U. y Lehtinen, J. R. (1982). “Service quality: A study of quality dimensions”. Documento de trabajo. Helsinki: Service Management Institute.

Leliaert, P., Candries, W. y Tilmans, R. (2003). “Identifying and managing IC: A new classification”. Journal of Intellectual Capital, 4 (2), 202-214.

Lennon, R. y J. Harris (2002). “Customer Service on the Web: A Cross-Industry Investigation” Journal of Targeting, Measurement and Analysis for Marketing, 10 (4), 325-338.

Lenzner, R. y Jhonson, S. S. (1997). “Seeing things as they really are”. Forbes Magazine, 159 (5), 122-129.

Leonard-Barton, D. (1993). Wellsprings of Knowledge: Building and Sustaining the Sources of Innovation. Boston, MA: Harvard Business School Press.

Lev, B. (2001). Intangibles: Management, Measurement, and Reporting. Washington, DC: The Brookings Institution.

Levinthal, D. y March, J. G. (1993). “The myopia of learning”. Strategic Management Journal, 14, 95-112.

Levitt, B. y March, J. G. (1988). "Organizational learning". Annual Review of Sociology, 14, 319-340.

Levitt, T. (1972). “Production-line approach to service”. Harvard Business Review, 50 (5), 41-52. Lewis, B. y Entwistle, T. W. (1990). Managing the service encounter: A focus on the employee.

International Journal of Service Industry Management, 1, 41-52. Lewis, B. R. (1991). “Service quality: An international comparison of bank customers' expectations

and perceptions”. Journal of Marketing Management, 7, 47-62. Lewis, B. R. (1993a). “Service quality measurement”. Marketing Intelligence and Planning, 11 (4),

4-12. Lewis, B. R. (1993b). “Service Quality: recent developments in financial services”. International

Journal of Bank Marketing, 11 (6), 19-25. Lewis, B. R. (1996). “Customer care in services”. En Olsen, M.D., Teare, R. y Gummesson, E. (Eds),

Service quality in hospitality organisations. London: Cassell. Lewis, B. R. y Smith, A. M. (1989). Customer Care in the Service Sector: Customers' Perspective.

Financial Services Research Centre, Manchester School of Management. Lewis, R. C. y Booms B. H. (1983). “The Marketing Aspects of Service Quality”. En Berry, L. L.,

Shostack, G. L. y Upah, G. (ed.). Emerging Perspectives on Services Marketing. 99-107. Chicago: American Marketing Association.

Lewis, R. C. (1987). “The measurement of gaps in the quality of hotel services”. International Journal of Hospitality Management, 6 (2), 83-88.

Li, R. Y. y Kaye, M. (1998). “A Case Study for Comparing Two Service Quality Measurement Approaches in the Context of Teaching in Higher Education”. Quality in Higher Education, 4 (2), 102-113.

Li, Y. N., Tan, K. C. y Xie, M. (2002). “Measuring web-based service quality”. Total Quality Management, 13 (5), 685-700.

Li, Y. N., Tan, K. C. y Xie, M. (2003). “Factor analysis of service quality dimension shifts in the information age”. Managerial Auditing Journal, 18 (4), 297-302.

Liang, T. P. y Huang, J.S. (1998) “An empirical study on consumer acceptance of products in electronic markets: A transaction cost model”. Decision Support Systems, 24, 29-43.

Licata, J. W., Mowen, J. C. y Chakraborty, G. (1995). “Diagnosing perceived quality in the medical service channel”. Journal of Health Care Marketing, 15, 42-49.

Liechty, M. G. y Churchill, G. A. Jr. (1979). “Conceptual Insights into Consumer Satisfaction with Services”. En Beckwith, N. et al., (eds.) Conceptualization and Measurement of Customer Satisfaction and Dissatisfaction, 72-91. Cambridge, MA.: Marketing Science Institute.

Liljander, V. (1994). “Modeling perceived service quality using different comparison standards”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 7, 126-142.

495


Liljander, V., Lohse, G. L., Bellman, S. y Johnson, E. J. (2000). "Consumer Buying Behavior on the Internet: Findings from Panel Data". Journal of Interactive Marketing, 14 (1), 15-29.

Liljander, V., Lohse, G. L. y Spiller, P. (1998). "Electronic Shopping". Communications of the ACM, 41 (7), 81-88.

Liljander, V. y Strandvik, T. (1993). “Estimating zones of tolerance in perceived service quality and perceived service value”. International Journal of Service Industry Management, 4 (2), 6-28.

Liljander, V. y Strandvik, T. (1995a). “The relation between service quality, satisfaction and intentions”. En Kunst, P. y Lemmink, J. (Eds.). Managing Service Quality, 45-63. London: Paul Chapman Publishing.

Liljander, V. y Strandvik, T. (1995b). “The Nature of Customer Relationships in Services”. En Swartz, T. A., Bowen, D. E. y Brown, S. W. (Eds.). Advances in Services Marketing and Management, 4, 141-167. Greenwith, Connecticut: JAI Press.

Liljander, V. y Strandvik, T. (1997). “Emotions in service satisfaction”. International Journal of Service Industry Management, 8, 148-169.

Liljander, V., van Riel, A. C. R. y Pura, M. (2002). “Customer Satisfaction with E-Services: An Online Recruitment Portal”. En Bruhn, M. y Stauss, B. (eds.). Yearbook of Services Management 2002 – E-Services, 407-432. Wiesbaden: Gabler Verlag.

Lin, C. y Ding, C. (2005). “Opening the black box. Assessing the mediating mechanism of relationship quality and the moderating effects of prior experience in ISP service”. International Journal of Service Industry Management, 16 (1), 55-80.

Lin, L. y Lu, I. (2005). “Adoption of virtual organization by Taiwanese electronic firms. An empirical study of organization structure innovation”. Journal of Organizational Change Management, 18 (2), 184-200.

Lin, C. y Wu, S. (2002). "Exploring the Impact of Online Service Quality on Portal Site Usage". 35th Annual Hawaii International Conference on System Sciences, 7, 206 y ss, Hawaii.

Lipnack, J. y Stamps, J. (1997). Virtual teams: Researching across space, time and organizations with technology. New York: John Wiley & Sons.

Liu, C. y Arnett, K. P. (2000). “Exploring the factors associated with web site success n the context of electronic commerce”. Information and Management, 38 (1), 23-33.

Llorens, F. J. (1996). “Una evaluación de la relación entre calidad y servicio, satisfacción y actitudes del cliente”. ESIC Market, 3, 121-132.

Llorent, F. J. (1994). “Comparación de diferentes alternativas en la medición de la calidad de servicio”. Revista Europea de Dirección y Economía de la Empresa, 3 (3).

Llusar, J. C. B., Zornoza, C. C. y Tena, A.B.E. (2001). “Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions”. Total Quality Management, 12 (6), 719-734.

LoCascio, R. (2000). A Web Site Is Not a Vending Machine. Disponible en <http://www.clickz.com/crm/onl_cust_serv/article.php/825521>. Consultado: 15/09/2005.

Lohse, G. L. y Spiller, P. (1998). “Electronic Shopping”. Communications of the ACM, 41 (7), 81-87. Loiacono, E. T., Watson, R. T. y Dale, G. (2000). “WebQual™: A Web Site Quality Instrument”.

Documento de trabajo. Worcester Polytechnic Institute. Loiacono, E. T., Watson, R. T. y Goodhue, D. L. (2002). “WebQUAL: A Measure of Web Site

Quality”. En Kenneth, K. E. y Scheer, L. K. (eds). Marketing Theory and Applications, 3. Chicago: American Marketing Association.

Long, M. y McMellon, C. (2004). “Exploring the determinants of retail service quality on the Internet”. The Journal of Services Marketing, 18 (1), 78-90.

Long, P., Tricker, M., Gilroy, P. y Rangecroft, M. (1999). “Measuring the satisfaction gap: education in the marketplace”. Total Quality Management, 10 (4), 772-778.

Lonsdale, C. y Cox, A. (2000). “The historical development of outsourcing: the latest fad?”. Industrial Management & Data Systems, 100 (9), 444-450.

Lorange, P. (2000). “Setting strategic direction in academic institutions: the case of the business school”. Higher Education Policy, 13 (4), 399-413.

Lorsch, J. W. (1976). "Contingency theory and organizational design: A personal Odyssey". En Kilman, R. H., Pondy, L. R. y Slevin, D. P. (Eds.), The management of organization design. 141–165. New York: North Holland.

Loudon, D. y Della Britta, A. (1988). Consumer Behaviour: Concepts and Applications. (3ª ed.), Singapore: McGraw Hill International.

496

http://www.clickz.com/crm/onl_cust_serv/article.php/825521

Bibliografía

Lovelock, C. H. (1981), "Why Marketing Management Needs to be Different for Services". En Donnelly, J. H. y George, W. R. (eds.). Marketing of Services. 5-9. Chicago: American Marketing Association.

Lovelock, C. H. (1983). “Classifying services to gain strategic marketing insights”. Journal of Marketing, 47, 9-20.

Lovelock, C. H. (1988). Managing Services: Marketing, operations, and human resources. Englewood Cliffs, NJ: Prentice Hall.

Lovelock, C. H. (1994). Product Plus: How Product + Service = Competitive Advantage. New York: McGraw-Hill.

Lovelock, C. H., Patterson, P. G. y Walker, R. H. (1998). Services Marketing: Australia and New Zealand. Sydney: Prentice Hall.

Lovelock, C. H., Patterson, P. G. y Walker, R. H. (2001). Services Marketing: an Asia-Pacific Perspective. Sydney: Prentice Hall.

Lovelock, C. H. y Wirtz, J. (2004). Service Marketing: People, Technology, Strategy. New Jersey: Prentice Hall.

Lovelock, C. H. y Yip, G.S., (1996). “Developing Global Strategies for Service Businesses”. California Management Review, 38 (2), 64-86.

Lucas Jr., H. C. y Baroudi, J. (1994). “The role of information technology in organization design”. Journal of Management Information Systems, 10 (4), 9-23.

Luque, T. (coord.) (2000). Técnicas de análisis de datos en investigación de mercados. Madrid: Pirámide.

Lynn, L. E. Jr. (2001). “The Myth of the Bureaucratic Paradigm: What Traditional Public Administration Really Stood For”. Public Administration Review, 61 (2), 144-160.

Lytle, R. S. y Mokwa, M. P. (1992). “Evaluating health care quality: The moderating role of outcomes”. Journal of Health Care Marketing, 12 (1), 4-14.

Maassen, P. y van Vught, F. (1996). Inside Academia: New Challenges for the Academic Profession. Utrecht: Centre for Higher Education Policy Studies.

MacKay, H. y Gillespie, G. (1992). “Extending the Social Shape of Technology Approach: Ideology and Appropiation”. Social Studies of Science, 22, 685-715.

MacPherson, R. J. S. (1999). “Building a communication policy of educative accountability using a critical pragmatist epistemology”. Journal of Educational Administration, 37 (3), 273-295.

Madu, C. N. y Kuei, C. (1993). “Dimensions of quality teaching in higher institutions”. Total Quality Management, 4 (3), 325-338.

Madu, C. N. y Madu, A. A. (2002). “Dimensions of e-quality”. International Journal of Quality & Reliability Management, 19 (3), 246-258.

Magal, S. R. y Levenburg, N. M. y Magal, S. R. (2005). “Using Importance-Performance Analysis to Evaluate E-Business Strategies among Small Businesses”. Proceedings of the 38th Hawaii International Conference on System Sciences. Hawaii.

Majchrzark, A. y Borys, B. (1998). “Computer-aided technology and work: moving the field forward”. International Review of Industrial and Organizational Psychology, 305-354.

Malhotra, N., Hall, J., Shaw, M., y Oppenheim, P. (2002). Marketing Research: An applied Orientation. (2ª Ed.) Frenchs Forest, NSW: Pearson Education Australia.

Malone, T. W. (1987). “Modeling coordination in organizations and markets”. Management Science, 33, 1317-1332.

Malone, T. W. (1988). “What is coordination theory?”. Documento de trabajo, 2051-88. Cambridge, MA: MIT Sloan School of Management.

Malone, T. W. (1990). “Organizing information processing systems: Parallels between organizations and computer systems”. En Zachary, W., Robertson S. y Black, J. (Ed.). Cognition, Computation, and Cooperation , 56-83. Norwood, NJ: Ablex.

Malone, T. W. (1992). “Analogies Between Human Organization and Artificial Intelligence Systems: Two Examples and Some Reflections”. En Masuch, M. (Ed.). Distributed Intelligence: Perspectives of Artificial Intelligence on Organization and Management Theory. Amsterdam: Elsevier.

Malone, T. W. y Rockart, J. F. (1991). “Computers, networks, and the corporation”. Scientific American, 265 (3), 128-136.

Malone, T. W. y Smith, S. A. (1988). “Modeling the performance of organizational structures”. Operations Research, 36 (3), 421-436.

Malone, T. W., Yates, J. y Benjamin, R. I. (1987). “Electronic Markets and Electronic Hierarchies”. Communications of the ACM, 30, 484-496.

497


Mangold, G. W. y Babakus, E. (1991). “Service quality: the front-stage perspective vs. the back-stage perspective”. Journal of Services Marketing, 5 (4), 59-70.

Mantena, R. (2002). “Converging Digital Technologies: An Opportunity or a Threat”. Eighth Americas Conference on Information Systems. Indianapolis, Indiana.

March, J. G. y Simon, H. A. (1958). Organizations. Cambridge, MA: Blackwell Business. Markides, C. C. (1995). “Diversification, Restructuring and Economic Performance”. Strategic

Management Journal, 16 (2), 101-118. Markus, M. y Lee, A. (1999). "Special issue on intensive research in information systems: Using

qualitative, interpretive and case study methods to study information technology-forword”. MIS Quarterly, 23(1), 35-38.

Marquardt, M. J. y Reynolds, A. (1994). The Global Learning Organization: Gaining Competitive Advantage Through Continuous Learning. Burr Ridge, IL: Irwin Professional Publications.

Marshall, A. (1891). Industry and Trade. London, U.K.: MacMillan. Marshall, A. (1920). Principles of Economics. (8ª ed.). London, U.K.: MacMillan. Martilla J. y James J. (1977). “Importance-performance analysis”. Journal of Marketing, 41

(Enero), 77-79. Martin, D. W. (1995). “An Importance/Performance Analysis of service providers”. Perception of

Quality Service in the Hotel Industry , 3, 5–17. Martínez-Tur, V., Peiró, J. M. y Ramos, J. (2001). Calidad de servicio y satisfacción del cliente.

Madrid: Síntesis. Marzo-Navarro, M., Pedraja, M. y Rivera-Torres, M. P. (2005). “Measuring Customer Satisfaction

in Summer Courses”. Quality Assurance in Education, 13 (1), 53-65. Mas-Colell, A., Whinston, M. D. y Green, J. R. (1995). Microeconomic Theory. New York: Oxford

University Press. Mason, R. (1996). “Anatomy of the Virtual University”.The Virtual University Symposium, 21 y 22

Noviembre, Melbourne, Australia. Mason, R. (1998). Globalising Education: Trends and Applications. London: Routledge. Mason, R. (1999). “European Trends in the Virtual Delivery of Education”. En Farrell, G. (ed.). The

Development of Virtual Education: a Global Perspective. Vancouver: The Commonwealth of Learning.

Mathews, J. y Katel, P. (1992). "The Cost of Quality", Newsweek, 7 (Septiembre), 48-49. Matusik, S. F. y Hill, C. W. L. (1998). "The utilization of contingent work, knowledge creation and

competitive advantage". Academy of Management Review, 23 (4), 680-697. Matzler, K., Fuchs, M. y Schubert, A. K. (2003). “Employee Satisfaction. Does Kano’s Model

Apply?”. Total Quality Management and Business Excelence, 15 (9/10), 1179-1198. Matzler, K., Hinterhuber H. H., Bailom F. y Sauerwein E. (1996). “How to delight your customers”.

Journal of Product and Brand Management, 2, 6-17. Mazzarol, T. y Soutar G. N. (1999). “Sustainable competitive advantage for educational

institutions: a suggested model”. The International Journal of Educational Management, 13 (6), 287-300.

McAlexander, J. H., Kaldenberg, D. O. y Koenig, H. F. (1994). “Service quality measurement”. Journal of Health Care Marketing, 3, 34-40.

McConnell, I. (2000). “Risk E-Business: Seizing the opportunity of Global E-Readiness”. Report. Washington, DC: McConnell International LLC, en colaboración con Witsa.

McDonald, A. S. (1998). “Developing a qualitative sense”. En Stanton, N. (ed.). Human Factors in Consumer Products. Washington, DC: Taylor & Francis.

McDougall, G. y Levesque, T. (1994). “A revised view of service quality dimensions: an empirical investigation’. Journal of Professional Services Marketing, 11 (1), 189-209.

McGill, M. E., Slocum, J. W. y Lei, D. (1992). "Management Practices in Learning Organizations". Organizational Dynamics, 21, 5-17.

McHugh, P., Merli, G. y Wheeler, G. (1995). Beyond Business Process Reengineering. Chichester: Wiley.

McLaughlin, J. (1993). “Toyota’s Customer Satisfaction Survey System”. Presentation to Digital Equipment Corporation and IIR.

McNay, I. (1995). “From the collegial academy to corporate enterprise: the changing cultures of universities”. En Schuller, T. (ed.). The Changing University?. Buckingham: Open University Press/SRHE.

498

Bibliografía

Mehta, S. C., Lalwani, A. K. y Han, S. L. (2000). "Service quality in retailing: relative efficiency of alternative measurement scales for different product-service environments". International Journal of Retail & Distribution Management, 28 (2), 62-72.

Melián, L. (2003). “Gestión de la calidad en la nueva economía. Un análisis de los factores determinantes de la calidad en el comercio electrónico B2C desde la perspectiva del cliente”. Tesis doctoral. Universidad de las Palmas de Gran Canaria.

Mertens, P., Griese, J. y Ehrenberg, D. (Eds.) (1998). Virtuelle Unternehmen und Informationsverarbeitung. Berlin: Springer.

Messner J. y Rull. C. (1998). “Management by fact: a model application of performance indicators by an educational leadership department”. International Journal of Educational Management, 12 (1), 23-27.

Meuter, M. L., Ostrom, A. L., Roundtree, R. I. y Bitner, M. J. (2000). “Self-service Technologies: Understanding Customer Satisfaction with Technology-based Service Encounters”. Journal of Marketing, 64 (3), 50-64.

Mews, M. (1997). "Virtuelle Unternehmen--zwischen Anspruch und Wirklichkeit" [Virtual corporations: between claims and reality]. IT Management, 3, 12-17.

Meyerson, D., Weick, K. E. y Kramer, R. M. (1996). “Swift trust and temporary groups”. En Kramer, R. M. y Tyler, T. R. (eds.). Trust in Organizations: Frontiers of Theory and Research, 166-195. Thousand Oaks, CA: Sage Publications.

Michael, S. O. (1997). “American higher educaton system: consumerism versus professionalism”. International Journal of Educational Management, 11 (3), 117-130.

Michalos, A.C. (1985). “Multiple discrepancies theory (MDT)”. Social Indicators Research, 16, 347-413.

Michavila, F. y Calvo, B. (1998). La Universidad española hoy. Propuestas para una política universitaria. Madrid: Síntesis.

Michel, S. (2001). "Analyzing Service Failures and Recoveries: A Process Approach". International Journal of Service Industry Management, 12 (1), 20-33.

Mick, D. G. y Fournier, S. (1995). “Technological Consumer Products In Everyday Life: Ownership, Meaning, and Satisfaction”. Documento de trabajo, nº. 95-104, 1-59. Cambridge, MA: Marketing Science Institute.

Mick, D. G. y Fournier, S. (1998). “Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies”. Journal of Consumer Research, 25 (Septiembre), 123-147.

Middlehurst, R. (2001). Quality Assurance Implications of New Forms of Higher Education. Helsinki: European Network for Quality Assurance in Higher Education.

Middlehurst, R. (2002). “Variations on a theme: Complexity and choice in a world of borderless education”. Journal of Studies in International Education, 6 (2), 134-155.

Miles, R. y Snow, C. C. (1978). Organizational Strategy, Structure, and Process. New York: McGraw-Hill.

Miles, R. y Snow, C. C. (1984). “Fit, Failure and the Hall of Fame”. California Management Review, 26 (3), 10-28.

Miles, R. y Snow, C. C. (1986). “Organizations: new concepts for new forms”. California Management Review, 28 (3), 62-73.

Miles, R. y Snow, C. C. (1992). “Causes of faliures in network organizations”. California Management Review, 4 (Verano), 53-72.

Miles, R. y Snow, C. C. (1995). “The new network firm: A spherical structure built on a human investment philosophy”. Organizational Dynamics, 23 (4), 5-18.

Miles, R., Snow, C. C., Mathews, J. A., Miles, G. y Coleman, H. J. (1997). “Organizing in the knowledge age: Anticipating the cellular form”. Academy of Management Executive, 11 (4), 7-24.

Milgrom, P. y Roberts, J. (1990). “The economics of modern manufacturing: Technology, strategy, and organization”. American Economic Review, 80, 511–528.

Milgrom, P. y Roberts, J. (1992). Economics, Organization and Management. Englewood Cliffs, Nova Jersey: Prentice-Hall. Edición Española: (1993). Economía, organización y gestión de la empresa. Barcelona: Ariel.

Milheim, W. D. y Martin, B. (1991). “Theoretical bases for the use of learner control: Three different perspectives”. Journal of Computer-Based Instruction, 18 (3), 99-105.

Miller, J. A. (1977). “Studying Satisfaction, Modifying Models, Inciting Expectations, Posing Problems and Making Meaningful Measurements”. En Hunt, H. K. (ed.). Conceptualization

499


and Measurement of Consumer Satisfaction and Dissatisfaction, 72–91. Cambridge, MA: Marketing Science Institute

Mills, D. (1991). Rebirth of the corporation. New York: John Wiley and Sons, Inc. Mills, PK, Chase, R.B. y Marguiles, N. (1983). “Motivating the client/employee system as a service

production strategy”. Academy of Management Review, 8, 301-310. Mintzberg, H. (1979). The Structuring of Organizations: A Synthesis of the Research. Englewood

Cliffs: Prentice-Hall. Edición Española: (1984). La estructuración de las organizaciones. Barcelona: Ariel.

Mintzberg, H. (1981). “Organization Design: Fashion or Fit”. Harvard Business Review, 59 (1), 103-116.

Mintzberg, H. (1983). Structure in Fives, Desigining Effective Organizations. New York: Prentice-Hall.

Mintzberg, H. (1991). “The Effective Organization: Forces and Forms”. Sloan Management Science, 32 (2), 54-67.

Mintzberg, H. y van der Heyden, L. (1999). “Organigraphs: Drawing how Companies Really Work”. Harvard Business Review, Septiembre-Octubre, 87-94.

Mittal, V., Kumar, P. y Tsiros, M. (1999). “Attribute-level performance satisfaction, and behavioral intentions over time: a consumption-system approach”. Journal of Marketing, 63 (2), 88-101.

Mittal, V., Roos, W. T. y Baldasare, P. M. (1998). “The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions”. Journal of Marketing, 62, 34-47.

Mokyr, J. (1990). The Lever of Riches. New York: Oxford University Press. Mokyr, J. (2002). The Gifts of Athena: historical origins of the knowledge economy. Princeton:

Princeton University Press. Mokyr, J. (2003). “Accounting for the Industrial Revolution”. En Johnson, P. y Floud, R. (Eds.). The

Cambridge Economic History of Britain, 1700-2000. Cambridge: Cambridge University Press. Möller, K. y Rajala, A. (1999). “Organizing Marketing in Industrial High-Technology Firms: The

Role of Internal Marketing Relationships”. Industrial Marketing Management, 28 (5), 521-535. Mondolfo, R. (1966). “Origen de las Universidades”. En AA VV. La universidad. Colección: Los

Grandes Problemas Contemporáneos. Córdoba: Universidad Nacional de Córdoba. Monge, P. R. (1998). “Communication Theory in a Globalizing World”. En Trent, J. S. (Ed.).

Communication: Views from the helm for the 21st century. Boston, MA: Allyn and Bacon. Monge, P. R. y Contractor, N. S. (2000). “Emergent communication networks”. En Jablin, F. M. y

Putnam, L. L. (Eds.). New handbook of organizational communication. Newbury Park, CA: Sage Publications.

Monge, P. R. y Contractor, N. S. (2003). Theories of Communication Networks. Cambridge: Oxford University Press.

Monge, P. R. y Fulk, J. (1999). “Communication technology for global network organizations”. En DeSanctis, G. y Fulk, J. (Eds.). Communication technology and organizational forms. Thousand Oaks, CA: Sage Publications.

Montgomery, C. A. (1995). Resource-Based and Evolutionary Theories of the Firm: Towards a Synthesis. Boston: Kluwer.

Montoya-Weiss, M. M., Glenn B. V. y Grewal, D. (2003). “Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider”. Journal of the Academy of Marketing Science, 31 (4), 448-458.

Moore, M. G. y Anderson, W. G. (editores). (2003). Handbook of Distance Education. Mahwah. New Jersey: Lawrence Erlbam Associates.

Moore, M. y Thompson, M. (1990). The Effects of Distance Education: A Summary of the Literature. University Park, PA: American Center for Distance Education, The Pennsylvania State University.

Moran, L. y Myringer, B. (2000). “Flexible learning and university change”. En Harry, K. (ed.). Higher Education Through Open and Distance Learning. London: Routledge.

Moratis, L. T. y van Baalen, P. J. (2002). Management Education in the Network Economy: Its Context, Content and Organization. Boston, MA: Kluwer Academic Publishers.

Moreno, J. L. (1998). Economía de la Educación. Madrid: Pirámide. Moreno-Luzón, M. D., Peris, F. J. y González, T. (2001). Gestión de la Calidad y Diseño de las

Organizaciones. Teoría y estudio de casos. Madrid: Prentice Hall, Pearson Education. Morgan, G. (1986). Images of organization. Newbury Park, CA: Sage Publications.

500

Bibliografía

Morgan, R. M. y Hunt, S. D. (1994). “The Commitment-Trust Theory of Relationship Marketing”. Journal of Marketing, 58 (July), 20-38.

Mostafa, M. M. (2005). “An empirical study of patients’ expectations and satisfactions in Egytian hospitals”. International Journal of Health Care Quality Assurance, 18 (7), 516-532.

Motwani, J. y Kumar, A. (1997). “The need for implementing total quality management in education”. International Journal of Educational Management, 11 (3), 131-135.

Mowery, D. C., Oxley, J. E. y Silverman, B. S. (1996). "Strategic Alliances and Interfirm Knowledge Transfer". Strategic Management Journal, 17,77-91.

Mowshowitz, A. (1986). “Social Dimensions of Office Automation”. Advances in Automation, 25, 335-404.

Mowshowitz, A. (1994). “Virtual organization: A vision of management in the information age”. The Information Society, 10, 267-288.

Mowshowitz, A. (1997a). “Virtual Organization”. Communications of the ACM, 40 (9), 30-7. Mowshowitz, A. (1997b). "On the theory of virtual organization". Systems Research and Behavioral

Science, 14 (6), 373-84. Mowshowitz, A. (1999). “The Switching Principle in Virtual Organization”. Electronic Journal of

Virtual Organizations, 1 (1), Special Issue, 6-18. Mowshowitz, A. (2002). Virtual Organization: Toward a Theory of Societal Transformation

Stimulated by Information Technology. Westport, CT: Quorum Books. Mudie, P., y Cottam, A. (1999). The management and marketing of services. Oxford: Butterworth-

Heinemann. Muñiz, J. (1996). Psicometría. Madrid: Universitas. Nagata, H., Satoh, Y., Gerrard, S. y Kytömäki, P. (2004). “The dimensions that construct the

evaluation of service quality in academic libraries”. Performance Measurement and Metrics, 5 (2), 53-65.

Nagel, R. N. y Dove, R. (1992). 21st century manufacturing enterprise strategy: An industry lead-view. vol. I. Bethlehem, PA: Iacocca Institute.

Nath, A. y Zheng, L. (2004). “Perception of E-Service Quality in E-Commerce”. Tesis de Master. Lulea University of Technology.

Nault, B. R. (1998). “Information Technology and Organization design: Locating Decisions and Information”, Management Science, 44 (10), 1321-1335.

Nault, B. R. y Tyagi, R. K. (2001). “Implementable mechanisms to coordinate horizontal alliances”. Management Science, 47 (6), 787-799.

Nelson, R. R. (1959). "The Simple Economics of Basic Scientific Research". Journal of Political Economy, 67, 297-306.

Nelson, R. R. (1990). “Capitalism as an engine of progress”, Research Policy, 19, 193-214. Nelson, E., Rust, R. T., Zahorik, A., Rose, R. L., Batalden, P. y Siemanski, B. (1992). “Do Patient

Perceptions of Quality Relate to Hospital Financial Performance?”. Journal of Healthcare Marketing, 12 (4), 1-13.

Nelson, R.R. y Winter, S. (1982). An Evolutionary Theory of Economic Change. Cambridge: Harvard University Press.

Netter, J., Kutner, M. H., Nachtsheim, C. J. y Wasserman W. (1996). Applied Linear Regression Models. (3ª ed.). Irwin: Chicago.

Neuhaus, P. (1996). "Critical Incidents in Internal Customer-Supplier Relationships: Results of an Empirical Study". Advances in Services Marketing and Management Research and Practice, 5, 283-313.

Newman, R. y Johnson, F. (1999). “Sites of power and knowledge? Towards a critique of the virtual university”. British Journal of Sociology Education, 20 (1), 79-88.

Newling, R. (2002). “Crucial importance of clear business goals: Interview: Michael Porter of Harvard Business School”. Financial Times. 5 de Junio.

Nipper, S. (1989). “Third generation distance learning and computer conferencing”. En Mason, R. y Kaye, A. (eds). Minweave: Communication, Computers and Distance Education. Oxford: Pergamon Press.

Noam, E. (1995). “Electronics and the Dim Future of the University”. Science, 270, 247-249. Noble, D. F. (1985). “Social choice in machine design: the case of automatically controlled machine

tools”. En Mackenzie, D. y Wajcman, J. (Eds). The Social Shaping of Technology, Philadelphia, PA: Open University Press.

501


Nohria, N. (1992). “Is network perspective a useful way of studying organizations?”. En Nohria, N. y Eccles, R. G. (Ed.). Networks and organizations: Structure, form, and action. Boston, MA.: Harvard Business School Press.

Nohria, N. y Berkley, J. D. (1994). “The virtual organization: Bureaucracy, technology, and the implosion of control”. En Heckscher/A. Donnellon (eds.). The post-bureaucratic organization: New perspectives on organizational change. 108-128. London: Sage Publications.

Nohria, N. y Eccles, R. G. (1992). “Face to face: Making network organizations work”. En Nohria, N. y Eccles, R. G. (Ed.). Networks and organizations: Structure, form, and action. Boston, MA.: Harvard Business School Press.

Nohria, N. y Eccles, R. G. (1994). Networks and organizations. Boston, MA.: Harvard Business School Press.

Nohria, N. y Ghoshal, S. (1997). The Differentiated Network: Organizing Multinational Corporations for Value Creation. San Francisco, CA: Jossey-Bass.

Nohria, N. y Gulati, R. (1996). “Is slack good or bad for innovation”. Academy of Management Journal, 39 (3), 1245-1264.

Nolan, R. L. y Croson, D. (1995). Creative Destruction. Boston: Harvard University Press. Nolan, R. L. y Haeckel, S. H. (1993). “Managing By Wire”. Harvard Business Review, Sept-Oct.,

122-132. Nolan, R. L., Pollock, C. y Ware, J. P. (1988). “Creating the 21st Century Organization”. Stage by

Stage, 8 (4), 1-11. Nonaka, I. (1991). “The knowledge-creating company”. Harvard Business Review, Noviembre-

diciembre, 96-104. Nonaka, I. (1994). “Dinamic of organizational knowledge creation”. Organization Science, 5, 14-37. Nonaka, I. e Ichijo, K. (1997): "Creating Knowledge in the Process Organization". En Shrivastava,

P., Huff, A.S. y Dutton, J.E. (eds.), Advances in Strategic Management, 14, 45-52. JAI Press, Inc.

Nonaka, I. y Takeuchi, H. (1995). The Knowledge-Creating Company. New York: Oxford University Press.

Norman, R. (1984). Service Management. New York, NY: Wiley. North, D. C. (1990). Institutions, Institutional Change and Economic Performance. Cambridge, UK:

Cambridge University Press. Novak, T. P., Hoffman, D. L. y Yung, Y. (2000). “Measuring the customer experience in online

environments: a structural modeling approach”. Marketing Science, 19 (1), 22-42. Nunnally, J. C. y Bernstein, I. H. (1994). Psychometric Theory. New York, NY: McGraw-Hill. Oblinger, D. (2001). “Will e-business shape the future of open and distance learning”. Open

Learning, 16 (1), 9-25. Oblinger, D., Barone, C. A. y Hawkins, B. L. (2001). Distributed Education and Its Challenges: An

Overview. Washington, DC: American Council on Education, Center for Policy Analysis (EDUCAUSE).

O’Connor, S., Shewchuk, R. y Bowers, M. (1992). "A model of service quality perceptions and health-care consumer behavior". Journal of Hospital Marketing, 6 (11), 69-92.

O’Connor, S. J., Shewchuk, R. M. y Carney, L. W. (1994). “The great gap: physicians’ perceptions of patient service quality expectations fall short of reality”. Journal of Health Care Marketing, 14 (2), 32-39.

Odden, A. y Clune, W. (1995). "Improving Educational Productivity and School Finance". Educational Researcher, 24 (9), 6-10.

Oh, H. (1999). “Service Quality, Customer Satisfaction and Customer Value: A Holistic Perspective”. Hospitality Management, 18, 67-82.

Oh, H. (2001). “Revisiting Importance-Performance Analysis”. Tourism Management, 22, 617-627. Oh, H. y Parks, S. C. (1997). “Customer satisfaction and service quality: A critical review of the

literature and research implications for the hospitality industry”. Hospitality Research Journal, 20 (3), 35-64.

Oh. H. y Parks, S. C. (1998). “Evaluating the role of attribute importance as a multiplicative wheighting variable in the study of hospitality consumer decision making”. Journal of Hospitality & Tourism Research, 20 (3), 35-64.

Ohmae, K. (2000). The Invisible Continent: Four Strategic Imperatives of the New Economy. Londres: Nicholas Brealey.

502

Bibliografía

Oldfield, B. M. y Baron S. (2000). “Student perceptions of service quality”. Quality Assurance in Education, 8 (2), 85-95.

Ogilvie, H. (1994). “At the core, it’s the virtual organization”. Journal of Business Strategy, 15 (5), 29-37.

Oliver, A. L. y Ebers, M. (1998). “Networking network studies: An analysis of conceptual configurations in the study of inter-organizational relationships”. Organization Studies, 19 (4), 549-583.

Oliver, R. L. (1977). "Effect of Expectation and Disconfirmation on Post-Exposure Product Evaluation: An Alternative Interpretation". Journal of Applied Psychology, 62 (Abril), 480-486.

Oliver, R. L. (1980). “A cognitive model of the antecedents and consequences of satisfaction decisions”. Journal of Marketing Research, 17 (4), 460-469.

Oliver, R. L. (1981a). “Measurement and evaluation of satisfaction process in retail settings”. Journal of Retailing, 57 (3), 25-48.

Oliver, R. L. (1981b). “What is customer satisfaction?”. The Wharton Magazine, Primavera, 36-41. Oliver, R. L. (1989). “Processing of the satisfaction responses in consumption: A suggested

framework and research propositions”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1-16.

Oliver, R. L. (1993). “A Conceptual Model of Service Quality and Service Satisfaction: compatible goals, different concepts”. En Swartz, T. A., Bowen, D. E. y Brown, S. W. (Eds). Advances in Services Marketing and Management, 2, 65-85. Greenwich, CT: JAI Press.

Oliver, R. L. (1993). “Cognitive, affective, and attribute bases for satisfaction”. Journal of Consumer Research, 20 (3), 418-30.

Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.

Oliver, R. L. (1999). “Whence customer loyalty?”. Journal of Marketing, 63, 33-44. Oliver, R. L. y Bearden, W. O. (1983). "The Role of Involvement in Satisfaction Processes". En

Bagozzi, R. P. y Tybout, A. M. (Eds.). Advances in Consumer Research, 10, 250-255. Ann Arbor, MI: Association for Consumer Research.

Oliver, R. L. y DeSarbo, W. S. (1998). “Response determinants in satisfaction judgements”. Journal of Consumer Research, 14, 495-507.

Oliver, R. L. y Swan, J. (1989). “Equity and Disconfirmation Perceptions as Influences on Merchant and Product Dissatisfaction”. Journal of Consumer Research, 16 (Diciembre), 372-383.

Oliver, R. L. y Winer, R. S. (1987). “A Framework for the Formation and Structure of Consumer Expectations: Review and Propositions”. Journal of Economic Psychology, 8 (Diciembre), 469-499.

Olsen, J. P. (2005). “Maybe It Is Time To Rediscover Bureaucracy?”. Documento de trabajo. n. 10, Oslo: Centre for European Studies, University of Oslo.

Olson, J. C. y Reynolds, T. J. (1983). “Understanding Consumers’Cognitive Structures: Implications for Advertising Strategy”. En Percy, L. y Woodside, A. (eds.). Advertising and Consumer Psychology. Lexington, MA: Lexington Books.

Olson, J. S. y Olson, G. M. (2000). “i2i Trust in e-commerce”. Communications of the ACM, 43 (12), 41-44.

O’Neill, M. (2000). “The role of perception in disconfirmation models of service quality”. Measuring Business Excellence, 4 (2), 46-59.

O’Neill, M. (2003). “The influence of time on student perceptions of service quality. The need for longitudinal measures”. Journal of Educational Administration, 41 (3), 310-324.

O’Neill, M. y Palmer, A. (2003). “An exploratory study of the effects of experience on consumer perceptions of the service quality construct”. Managing Service Quality, 13 (3), 187-196.

O’Neill, M. y Palmer, A. (2004). “Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education”. Quality Assurance in Education, 12 (1), 39-52.

O’Neill, M., Wright, C. y Fitz, F. (2001). “Quality evaluation in on-line service environments: an application of the importance-performance measurement technique”. Managing Service Quality, 11 (6), 402-417.

O'Neill, M., Wright, C. y Palmer, A. (2003). "Disconfirming user expectations of the online service experience: inferred versus direct disconfirmation modeling". Internet Research: Electronic Networking Applications and Policy, 13 (4), 281-296.

Orlikowski, W. J. (1992). “The duality of technology: Rethinking the concepts of technology in organizations”. Organization Science, 3 (3), 398-427.

503


Orlikowski, W. J. y Iacono, C. S. (2000). “The Trush is Not Out There: An Enacted View of the "Digital Economy"”. En Kahin, B. y Brynjolfsson, E. (ed.). Understanding the Digital Economy: Data, Tools and Research. Cambridge MAs: MIT Press.

Orlikowski, W. J. y Barley, S.R. (2001). “Technology and Institutions: What can research of information technology and research on organizations learn from each other?”. MIS Quarterly, 25 (2), 145-166.

Orsenigo, L., Pammolli, F. y Riccaboni, M. (2001). “Technological change and network dynamics. Lessons from the pharmaceutical industry”. Research Policy, 30 (3), 485-508.

Orsenigo, L., Pammoli, F., Riccaboni, M., Bonaccorsi, A. y Turchetti, G. (1998). “The Evolution of Knowledge and the Dynamics of an Industry Network”. Journal of Management and Governance, 1, 147-175.

Ortega y Gasset, J. (1846-1983). Obras completas. Madrid: Revista de Occidente. Ortinau, D. J., Bush, A. J., Bush, R. P. y Tweeble, J. L. (1989). "The use of importance-performance

analysis for improving the quality of marketing education: interpreting faculty-course evaluations". Journal of Marketing Education, verano, 78-86.

Ostroff. F. (1999). The Horizontal Organization. Oxford: Oxford University Press. Ostroff, F. (2000). “La organización horizontal”. Harvard Deusto Business Review, 94, 89-93. Ostroff. F. y Smith, D. (1992). “The Horizontal Organization”. Mckinsey Quarterly, 1. Versión

española: (1993). “La Organización Horizontal”. Harvard Deusto Business Review, 56, 4-19. Ouchi, W. y Maguire, M. (1975). “Organizational Control: Two Functions”. Administrative Science

Quarterly, 20, 559-569. Ouchi, W. (1980). “Markets, bureaucracies and clans”. Administrative Science Quaterly, 25, 129-

141. Owlia, M. S. y Aspinwall, E. M. (1996). “A framework for the dimensions of quality in higher

education”. Quality Assurance in Education, 4 (2), 12-20. Owlia, M. S. y Aspinwall, E. M. (1998) “A Framework for Measuring Quality in Engineering

Education”. Total Quality Management, 9 (6), 501–518. Oxley, J. (1997). “Appropriability hazards and governance in strategic alliances: A transaction cost

approach”. Journal of Law, Economics and Organization, 13, 387-409. Page, T. y Spreng R. (2002). "Different score versus direct effect on service quality measurement”.

Journal of Service Research, 4 (3), 184-192. Palmer, A. (1998). Principles of Service Marketing. London: McGraw-Hill. Palmer, A. y O’Neill, M. (2003). “The effects of perceptual processes on the measurement of service

quality”. Journal of Services Marketing, 17 (3), 254-274. Palmer, I. y Dunford, R. (1997). "Organising for hyper-competition: New organisational forms for a

new age?". New Zealand Strategic Management, 2 (4), 38-45. Palmer, J. (2002). “Web Site Usability, Design, and Performance Metrics”. Information Systems

Research, 13, 151-167. Palvia, P., Mao, E., Salam, A. y Soliman, K. (2003). “Management Information Systems Research:

Whats there in a methodology?”. Communications of Association of Information Systems, 11, 289-309.

Pan, X., Ratchford, B. T. y Shankar, V. (2002), “Can Price Dispersion in Online Markets Be Explained by Differences in E-Tailer Service Quality?”. Journal of the Academy of Marketing Science, 30 (4), 433-445.

Pantages, T. J. y Creedon, C. F. (1978). “Studies of college attrition: 1950-1975”. Review of Educational Research, 48 (1), 49-101.

Parasuraman, A. (1987). “Customer-oriented corporate cultures are crucial to services marketing success”. Journal of Services Marketing, 1 (1), 39-46.

Parasuraman, A., (1997). “Reflections on Gaining Competitive Advantage through Customer Value.” Journal of the Academy of Marketing Science, 25 (2), 154-161.

Parasuraman, A. (2000). “Technology Readiness Index (TRI), A Multiple Item Scale to Measure Readiness to Embrace New Technologies”. Journal of Services Research, 2 (4), 307-320.

Parasuraman, A. y Berry. L. L. (1991). Marketing Services: Competing through Quality. New York, NY: Free Press.

Parasuraman, A., Berry, L. L. y Zeithaml, V. A. (1990). An Empirical Examination of Relationships in an Extended Service Quality Model. Cambridge, MA: Marketing Science Institute.

504

Bibliografía

Parasuraman, A., Berry, L. L. y Zeithaml, V. A. (1991a). “Perceived service quality as a customer based performance measure: an empirical examination of organizational barriers using an extended service quality model”. Human Resource Management, 30 (3), 335-64.

Parasuraman, A., Berry, L. L. y Zeithaml, V.A. (1991b). “Refinement and Reassessment of the SERVQUAL Scale” Journal of Retailing, 67 (4), 420-450.

Parasuraman A., Berry, L. L. y Zeithaml, V. A. (1993). "More on Improving Service Quality Measurement”. Journal of Retailing, primavera, 360-381.

Parasuraman, A. y Grewal, D. (2000a). “Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview”. Journal of the Academy of Marketing Science, 28 (1), 9-16.

Parasuraman, A. y Grewal, D. (2000b). “The impact of technology on quality-value-loyalty chain: a research agenda”. Journal of the Academy of Marketing Science, 28 (1), 168-174.

Parasuraman, A. y Zeithaml, V. A. (2002). “Measuring and Improving Service Quality: A Literature Review and Research Agenda” En Weitz, B. (ed.) Handbook of Marketing. Thousand Oaks, CA: Sage Publications.

Parasuraman, A., Zeithaml, V. A. y Berry, L. L. (1985). “A Conceptual Model of Service Quality and its Implications for Future Research”. Journal of Marketing, 49, 41-50.

Parasuraman, A., Zeithaml, V. A. y Berry, L. L. (1986). “SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality”. Report No. 86-108. Cambridge, MA: Marketing Science Institute.

Parasuraman, A., Zeithaml, V. A. y Berry, L. L. (1988). “SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality”. Journal of Retailing, 64 (1), 12-39.

Parasuraman, A., Zeithaml, V. A. y Berry, L. L. (1994a). “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria”. Journal of Retailing, 70, 201-230.

Parasuraman, A., Zeithaml, V. A. y Berry, L. L. (1994b). “Reassessment of expectations as a comparison standard in measuring service quality. Implications for future research”. Journal of Marketing, 58, 111-124.

Parasuraman, A., Zeithaml, V. A. y Berry, L. L. (2000). “A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice”. Documento de trabajo, Report Nº. 00.115. Cambridge, MA: MSI Working Paper Series.

Parasuraman, A., Zeithaml, V. A. y Malhotra, H. (2004). “E-S-QUAL: A Multiple Item Scale for Assessing Electronic Service Quality”. Cambridge, MA: MSI Working Paper Series.

Parasuraman, A., Zeithaml, V. A. y Maholtra, H. (2005). “E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality”. Journal of Service Research, 7 (3), 213-233.

Pardo, A. y Ruiz, M. A. (2001). SPSS 10.0. Guía para el análisis de datos. Madrid: Universidad Autónoma de Madrid.

Pariseau, S. y McDaniel, J. (1997). “Assessing service quality in schools of business”. International Journal of Quality and Reliability Management, 14 (3), 204-218.

Park, C. H. y Kim, Y. G. (2003). “Identifying key factors affecting consumer purchase behavior in an online shopping context”. International Journal of Retail & Distribution Management, 31 (1), 16-29.

Parrish, D. M. y Parrish, A. W. (2000). Developing a Distance Education Policy for 21st Century Learning. Division of Government Public Affairs, American Council for Education.

Pastore, M. (2001). Online Customer Service Still Has Work to Do. Disponible en <http://cyberatlas.internet.com/markets/retailing/article/0,6061_577051,00.html>. Consultado: 14/09/2005

Paterson, J. (1983). “Bureaucratic reform by cultural revolution”. Canberra Bulletin of Public Administration, 10, 6-13.

Patterson, P., Johnson, L. y Spreng, R. (1997). “Modelling the determinants of customer satisfaction for business-to-business professional services”. Journal of the Academy of Marketing, Science, 25 (4), 4-17.

Pavan, R. J. (1976). “Strategy and structure: the Italian experience”. Journal of Economics and Business, 28 (3), 254-60.

Pawitra, T. A. y Tan, K. C. (2003). “Tourist satisfaction in Singapore – a perspective from Indonesian tourists”. Managing Service Quality, 13 (5), 399-411.

Pedró, F. (2004). Fauna académica. La profesión docente en las universidades europeas. Barcelona: Editorial UOC.

Penrose, E. (1959). The theory of the growth of the firm. New York: Oxford University Press.

505

http://cyberatlas.internet.com/markets/retailing/article/0,,6061_577051,00.html


Peña, D. (2002). Análisis de datos multivariantes. Madrid: Mc Graw-Hill. Pérez V. y Rodríguez, J. C. (2001). Educación superior y futuro de España. Madrid: Fundación

Santillana. Periañez, R. y Rufino, J. I. (1996): "Hacia la identificación de dimensiones para la medición de la

calidad del servicio docente universitario". En Luque, T. (ed.). La empresa en una economía globalizada: retos y cambios. X Congreso Nacional y VI Congreso Hispano-Francés de AEDEM, 2, 371-379.

Perrow, C. (1967). “A framework for the comparative analysis of organizations”. American Sociological Review, 32, 194–208.

Perrow, C. (1992) "Small-Firm Networks". En Nohria, N. y Eccles, R. G. (Eds.). Networks and Organizations: Structure, Form and Action. 445-470. Boston, MA: Harvard Business School Press.

Peter, J. P. (1981). “Construct validity: a review of basic issues and marketing practices”. Journal of Marketing Research, 18 (Mayo), 133-45.

Peter, J. P., Churchill, G. A. Jr. y Brown, T. J. (1993). “Caution in the use of difference scores in consumer research”. Journal of Consumer Research, 19 (4), 655-662.

Peteraf, M. (1993). "The cornerstones of competitive advantage: a resource based-view”. Strategic Management Journal, 14, 179-191.

Peters, T. (1992). Liberation Management. New York: Alfred Knopf. Peters, T. J. y Waterman Jr., R. H. (1982). In Search of Excellence: Lessons from America’s Best-

Run Companies. New York: Harper & Row. Peterson, M., Gregory, G. y Munch, J. M. (2005). “Comparing US and European perspectives on

B2B repair service quality for mission-critical equipment”. International Marketing Review, 22 (3), 353-368.

Peterson, R. A. y Wilson W. R. (1992). “Measuring Satisfaction: Fact and Artifact”. Journal of The Academy of Marketing Science, 20 (1), 61-71.

Pfeffer, N. y Coote, A. (1991). Is quality good for you?. London: Institute of Public Policy Research. Philip, G. y Hazlett, S. (2001). “Evaluating the service quality of information services using a new

“P-C-P” attributes model”. International Journal of Quality & Reability Management, 18 (9), 900-916.

Philips, L. D., Chang, D. R. y Buzzell, R. (1983). “Product Quality, Cost Position and Business Performance: A Test of Some Key Hypotheses”. Journal of Marketing, 47 (1), 26-43.

Phipps, R. y Merisotis, J. (1999). What’s the Difference? A Review of Contemporary Research in the Effectiveness of Distance Learning in Higher Education. Washington, DC: Institute for Higher Education Policy.

Piccoli, G., Ahmad, R. y Ives, B. (2001). “Web-Based Virtual Learning Environments: A Research framework and a preliminary assessment of effectiveness in basic IT skills training”. MIS Quarterly, 25 (4), 401-426.

Pickens, W. H. (1993). “Measures of resource scarcity in higher education”. New Directions for Institutional Research, 79 (Otoño), 5-15.

Pinchot, G. y Pinchot, E. (1994). The Intelligent Organization. San Francisco CA: Berrett-Koehler Publishers.

Pine, B. J., Victor, B. y Boynton, A. C. (1993). "Making Mass Customization Work”. Harvard Business Review, 71, 108-119.

Piore, M. (1986). "Perspectives on Labor Market Flexibility". Industrial Relations, 2, 146-188. Piore, M. J. (1992a). “Obra, Trabajo y Acción: Experiencia de Trabajo en un Sistema de Producción

Flexible". En Pyke, F., Becattini, G. y Sengenberger, W. (eds.), Los Distritos Industriales y las Pequeñas Empresas (I), Distritos Industriales y Cooperación Interempresarial en Italia. Madrid: Ministerio de Trabajo y Seguridad Social.

Piore, M. J. (1992b). “Réplica a Ash Amin y Kevin Robins". En Pyke, F., Becattini, G., y Sengenberger, W. (eds.), Los Distritos Industriales y las Pequeñas Empresas (I), Distritos Industriales y Cooperación Interempresarial en Italia. Madrid: Ministerio de Trabajo y Seguridad Social.

Piore, M. J. y Sabel, C. F. (1984). The Second Industrial Divide. New York: Basic Books. Traducción española: (1990). La Segunda Ruptura Industrial. Madrid: Alianza.

Pirsig, R. M. (1974). Zen and the Art of Motorcycle Maintenance. New York: Bantam Books. Pirsig, R. M. (1992). Lila: An Inquiry into Morals. New York: Bantam Books. Pitt, L. F., Watson, R. T. y Kavan, C. B., (1995). “Service quality: A measure of information systems

effectiveness”. MIS Quarterly, 19 (2), 173-187.

506

Bibliografía

Pitt, L. F., Watson, R. T. y Kavan, C. B., (1997). “Measuring information systems service quality: Concerns for a complete canvas”. MIS Quarterly, 21 (2), 209-221.

Podolny, J., Stuart, T. y Hannan, M. (1996). “Networks, knowledge, and niches: Competition in the worldwide semiconductor industry, 1984-1991”. American Journal of Sociology, 102, 659-689.

Podolny, J. y Page, K .L. (1998). “Network forms of organization”. Annual Review of Sociology, 24 (1), 57-76.

Polanyi, M. (1966). The Tacit Dimension. New York: Doubleday Anchor. Pollock, N. y Cornford, J. (2000). “The theory and practice of the virtual university”. Ariadne, (24). Pollock, N. y Cornford, J. (2002). “Theory and practice of the virtual university: Working through

the work of making work mobile”. Minerva , 40 (4), 359-373. Pollock, N. y Cornford, J. (2004). “ERP Systems and the university as a "unique" organisation”.

Information Technology & People, 17 (1), 31-52. Porta, J. y Lladonosa, M. (1998). La Universidad en el cambio de siglo. Madrid: Alianza Editorial. Porter, M. E. (1980). Competitive Strategy. New York: The Free Press. Porter, M. E. (1985). Competitive Advantage. New York: The Free Press. Porter, M. E. (1986). Competition in global industries. Boston: Harvard Business School Press. Porter, M. E. (1988). "De las ventajas competitivas a la estrategia empresarial". Harvard Deusto

Business Review, 33 (1) 99-121. Porter, M. E. (1990). The Competitive Advantage of Nations. New York: The Free Press. Porter, M. E. (1991). “Towards a dinamic theory of strategy”. Strategic Management Journal, 12,

95-117. Porter, M. E. (1996). “What is strategy?”. Harvard Business Review, 74 (6), 61-78. Porter, M. E. (1998). “Clusters and the New Economics of Competition”. Harvard Business Review,

Noviembre-Diciembre, 77-90. Porter, M. E. (2001). “Strategy and the Internet”. Harvard Business Review, (Marzo), 63-78. Porter, M. E. y Stern, S. (2001). “Innovation: Location matters”. MIT Sloan Management Review,

42 (4), 28-36. Powell, W. W. (1990). “Neither market nor hierarchy: Network forms of organization”. Research in

Organizational Behavior, 12, 295-336. Powell, W. W. (1996). “Inter-organizational collaboration in the biotechnology industry”. Journal of

Institutional and Theoretical Economics, 152, 197-225. Powell, W. W. (1998). "Learning from collaboration: knowledge and networks in the biotechnology

and pharmaceutical industries". California Management Review, 40 (3), 228-240. Powell, W. W. (2000). “The Capitalist Firm in the 21st Century: Emerging Paterns”. En DiMaggio,

P. J. (ed.). The Twenty-First Century Firm. Princeton: Princeton University Press. Powell, W. W. y DiMaggio, P. J. (1991). The New Institutionalism in Organizational Analysis.

Chicago, IL: University of Chicago Press. Powell, W.W. y Grodal, S. (2005). “Networks of Innovators”. En Fagerberg, J., Mowery, D. C. y

Nelson, R R. (Eds.). The Oxford Handbook of Innovation, 56-85. New York: Oxford University Press.

Powell, W. W., Kogut, K. W. y Smith-Doerr. L. (1996). “Interorganizational Collaboration and the Locus of Innovation: Networks of Learning in Biotechnology". Administrative Science Quarterly, 41, 116-145.

Powell, W. W., Kogut, K. W., Smith, H. L. y Owen-Smith, J. (1999). “Network Position and Firm Performance: Organizational Returns to Collaboration in the Biotechnology Industry". Networks In and Around Organizations.

Prahalad, C. K. y Hamel, G. (1990). “The Core Competence of the Corporation”. Harvard Business Review, 69 (3), 79-91.

Prakash, V. y Lounsbury, J. W. (1984). “The role of expectations in the determinant of consumer satisfaction”. Journal of the Academy of Marketing Science, 12 (3), 1-17.

Pritchard, A. L. y Jones, D. R. (1996). “Global learning”. Open Learning Australia. Disponible en <http://www.ola.edu.au/paper1.htm>. Consultado: 24/11/2005.

Pyke, F. y Sengenberger, W. (1993). Los Distritos Industriales y las Pequeñas Empresas (III). Madrid: Ministerio de Trabajo y Seguridad Social.

Pyke, F., Becattini, G. y Sengenberger, W. (1990). Industrial Districts and Inter-Firm Co-Operation in Italy. Geneva: International Institute for Labour Studies.

507

http://www.ola.edu.au/paper1.htm


Pyke, F., Becattini, G. y Sengenberger, W. (1992). Los Distritos Industriales y las Pequeñas Empresas ( I), Distritos Industriales y Cooperación Interempresarial en Italia. Madrid: Ministerio de Trabajo y Seguridad Social.

Quazi, H. A., Jemangin, J., Kit, L. W. y Kian, C. L. (1998). “Critical factors in quality management and guidelines for self-assessment”. Total Quality Management, 9 (1), 35-55.

Quester, P. G. y Romaniuk, S. (1997). “Service Quality in the Australian Advertising Industry: A Methodological Study”. The Journal of Service Marketing, 11 (3), 180-192.

Quinn, J. B. (1992). Intelligent Enterprise: A Knowledge and Service Based Paradigm for Industry. New York: The Free Press.

Quinn, J. B., Anderson, P. y Finkelstein, S. (1996). “Making the Mot of the Best”. Harvard Business Review, Marzo-Abril, 71-80.

Quinn, J. B., Anderson, P. y Finkelstein, S. (1997). "Managing Intellect”. En Tushman, M. L. y Anderson, P. (Eds). Managing Strategic Innovation and Change. 506-523. New York: Oxford University Press.

Quinn, J. B. (1999). “Strategic Outsourcing: Leveraging Knowledge Capabilities”. Sloan Management Review, verano, 9-21.

Quinn, J. B. (2000). “Outsourcing Innovation: The New Engine of Growth”. Sloan Management Review, verano, 13-27.

Quinn, J. B. (2002). “Strategy, Science and Management”. MIT Sloan Management Review, 43 (4), 96-110.

Quinn, J. M. (1979): "Technological Innovation, Entrepreneurship, and Strategy". Sloan Management Review, 20 (3), 19-30.

Quintanilla, M. A. (1998). “En pos de la calidad: notas sobre una nueva frontera para el sistema sobre el sistema universitario español”. Revista de Educación, 315, 85-95.

Radner, R. (1993). "The Organization of Decentralized Information Processing". Econometrica, 62, 1109-1146.

Raghuram, S., Garud, R. y Wiesenfeld, B. (1998). “Telework: Managing Distances in the Connected World”. Journal of Business and Strategy, 10, 7-9.

Ravenscraft, D. J. y Scherer, F. M. (1987). Mergers, sell-offs and economic efficiency. Washington, DC: Brookings Institution.

Readings, B. (1996). The University in Ruins. Cambridge, MA: Harvard University Press. Redding, J. C. y Catalanello, R. F. (1994). Strategic Readiness. San Francisco: Jossey-Bass. Reeves, C. A. y Bednar, D.A. (1994). “Defining Quality: Alternatives and Implications”. Academy of

Management Review, 19 (3), 419-445. Reger, R. K., Gustafson, L. T., DeMarie, S. M. y Mullane, J. V. (1994). “Reframing the

Organization: Why Implementing Total Quality Is Easier Said Than Done”. Academy of Management Review, 19 (3), 565-584.

Reichheld, F. F. (1996). The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Boston, M. A.: Harvard Business School Press.

Reichheld, F. F. y Sasser, W. E. Jr. (1990). “Zero defections: quality comes to service”. Harvard Business Review, Septiembre-Octubre, 105-11.

Reichheld, F. F. y Schefter, P. (2000). “E-loyalty: your secret weapon on the web”. Harvard Business Review, 78 (4), 105-113.

Reidenbach, R. E. y Sandifer-Smallwood, B. (1990). “Exploring perceptions of hospital operations by a modified SERVQUAL approach”. Journal of Health Care Marketing, 10 (4), 47-55.

Reimer, A. y Kuehn, R. (2005). “The impact of servicescape on quality perception”. European Journal of Marketing, 39 (7-8), 785-808.

Rennie, D., Yank, V. y Emanuel, L. (1997). “When authorship fails. A proposal to make contributors accountable”. The Journal of the American Medical Association, 278 (7), 579-585.

Rheingold, H. (1993). Chapter Three: Visionaries and Convergences: The Accidental History of the Net. USA: Harper Perennial.

Richard, M. D. y Allaway, A. W. (1993). “Service quality attributes and choice behavior”. Journal of Service Marketing, 7 (1), 59-68.

Rice, M. (1997). “What makes users revisit a web site?”. Marketing News, 31 (6), 12-13. Ricketts, M. (2002). The Economics of Business Enterprise. (3ª ed.) Northampton, MA: Edward

Elgar Publishing, Inc. Rigotti, S. y Pitt, L. (1992). “SERVQUAL as a measuring instrument for service provider gaps En

business schools”. Management Research News, 15 (3), 9-17.

508

Bibliografía

Ring, P. S. y van de Ven, A. H. (1992): "Structuring Cooperative Relationships between Organizations". Strategic Management Journal, 13 (7), 483-498.

Robins, K. y Webster, F. (2002). The Virtual University? Knowledge, Markets and Management. London: Oxford University Press.

Robinson, S. (1999). “Measuring service quality: Current thinking and future requirements”. Marketing Intelligence & Planning, 17 (1), 21-32.

Robinson, S. y Pidd, M. (1998), "Provider and customer expectations of successful simulation projects". Journal of the Operational Research Society, 49 (3), 200-209.

Robledo, M. A. (2001). “Measuring and managing service quality: Integrating customer expectations”. Managing Service Quality, 11 (1), 22-31.

Rockart, J. (1998). “Towards Survivability of Communication-Intensive New Organizational Forms”. Journal of Management Studies, 35 (4), 417-420.

Rockart, J. F. y Short, J. E. (1989). “IT in the 1990s: Managing Organizational Interdependence”. Sloan Management Review, 30 (invierno), 7-17.

Rockart, J. F. y Short, J. E. (1991). “The Networked Organization and the Management of Interdependence”. En Scott Morton, M. S. (ed.). The Corporation of the 1990’s: Information Technology and Organizational Transformation. 189-219. New York: Oxford University Press.

Roffe, I. M. (1998). “Conceptual problems of continous quality improvement and innovation in higher education”. Quality Assurance in Education, 6 (4), 74-82.

Rodríguez, I. (2002). Marketing.com y comercio electrónico en la sociedad de la información. (2ª ed.), Madrid: Pirámide.

Rodríguez del Bosque, I. A., Vázquez R. y Trespalacios, J.A. (1995). “La Universidad en el Ámbito Comunitario: Una Aplicación Empírica a los Estudios de Ciencias Económicas y Empresariales”. Actas del IX Congreso Nacional y V Congreso Hispano-Francés de AEDEM, Mayo, 2531-2550.

Rogers, E. y Argawala-Rogers, R. (1980). La comunicación en las organizaciones. México: McGraw-Hill.

Rooney, J. E. (2003). “Blending learning opportunities to enhance educational programming and meetings”. Association Management, 55 (5), 26-32.

Rosenberg, M. J. (2001). E-learning. Strategies for Delivering Knowledge in the Digital Age. New York: McGraw-Hill.

Rosenberg, J. (2001). The Follies of Globalisation Theory. London: Verso. Rowley, J. (1997). “Beyond service quality dimensions in higher education and towards a service

contract”. Quality Assurance in Education , 5 (1), 7-14. Rowley, J. (1998). “Creating a learning organisation in higher education”. Industrial and

Commercial Training, 30 (1), 16-19. Rowley, J., Lujan, H. D. y Dolence, M. (1998). Strategic Choices for the Academy. San Francisco:

Jossey Bass. Ruiperez, G. (2003). Educación virtual y eLearning. Madrid: Fundación Auna. Rumble, G. (1995). “Labour market theories and distance education I: Industrialization and

distance education”. Open Learning, 10 (1), 11-20. Rumble, G. (1997). The Costs and Economics of Open and Distance Learning. London: Kogan Page. Rumelt, R. P. (1974). "Strategy, Structure and Economic Performance". Boston: Harvard University

Press. Rumelt, R. P. (1982). "Diversification Strategy and Profitability". Strategic Management Journal,

3, 359-369. Rumelt, R. P. (1984). “Towards a strategic theory of the firm”. En Lamb, R. B. (ed.). Competitive

Strategic Management. 556-570. Englewood Cliffs, NJ: Prentice-Hall. Rumelt, R. P., Schendel, D. E. y Teece, D. J. (1991). "Strategic management and economics".

Strategic Management Journal, 12, 13-25. Rumelt, R. P., Schendel, D. E. y Teece, D. J. (1994). Fundamental Issues in Strategy: A Research

Agenda. Boston: Harvard Business School Press. Russell, T. (1999). The No Significant Difference Phenomenon. Raleigh: North Carolina State

University Office of Instructional Telecommunications. Russell, M. (2005). “Marketing Education: A Review of Service Quality Perceptions Among

International Students”. International Journal of Contemporary Hospitality Management, 17 (1) 65-77.

Rust, R. T. (2001). “The rise of e-service”. Journal of Service Research, 3 (4), 283–284.

509


Rust, R. T., Jeffrey J. I., Jianmin, J. y Zahorik A. (1999). “What you don't know about customer-perceived quality: The role of customer expectation distributions”. Marketing Science, 18 (1), 77-92.

Rust, R. T. y Lemon, K. N. (2001). “E-service and the consumer”. International Journal of Electronic Commerce, 5 (3), 85-101.

Rust, R. T. y Oliver, L. R. (1994). “Service quality: insights and managerial implications from the frontier”. En Rust, R. T. y Oliver, L. R. (ed.). Service Quality: New Directions in Theory and Practice. 1-19. London: Sage Publications.

Rust, R. T. y Oliver, L. R. (2000). "Should We Delight the Customer?". Journal of the Academy of Marketing Science, 28 (Invierno), 86-94.

Rust, R. T. y Williams, D. C. (1994). "How Length of Patronage Affects the Impact of Customer Satisfaction on Repurchase Intention". Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 7, 107-113.

Rust, R. T. y Zahorik, A. (1993). “Customer satisfaction, customer retention and market share”. Journal of Retailing, 69 (2), 193-215.

Rust, R. T., Zahorik, A. y Kerningham, T.L. (1995). “Return on quality (ROQ), making service quality financially accountable”. Journal of Marketing, 59 (2), 58-70.

Ruyter, K., Perkins, D. S. y Wetzels, M. (1995). "Consumer-Defined Service Expectations and Post Purchase Dissastisfaction in Moderately-Priced Restaurants: A Cross-National Study". Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 8, 177-187.

Ryan, C. (1999). “From the Psychometrics of SERVQUAL to Sex: Measurements of Tourist Satisfaction”. En Pizam, A. y Mansfeld, Y. (Eds.) “Consumer Behaviour in Travel and Tourism”. 267-286. New York: The Haworth Hospitality Press.

Ryan, C. y Cliff, A. (1997). “Do travel agencies measure up to consumer expectations? An empirical investigation of travel agencies’ service quality as measured by SERVQUAL”. Journal of Travel and Tourism Marketing, 6 (2), 1-28.

Ryan, C. y Huyton, J. (2002). “Tourists and Aboriginal people”. Annals of Tourism Research, 29 (3), 631-647.

Sabel, C. F. (1989). "Flexible Specialization and the Regional Economies". En Hirst, P. y Zeitlin, J. (eds.). Reversing the Industrial Decline? Industrial Structure and Policy in Britain and her Competitors. New York: St. Martins Press.

Sabel, C. F. (1991). "Moebius-Strip Organizations and Open Labor Markets: Some Consequences of the Reintegration of Conception and Execution in a Volatile Economy". En Coleman, J. y Bourdieu, P. (eds.). Social Theory for a Changing Society. Boulder: Westview Press.

Sabel, C. F. (1992). “Réplica a Ash Amin y Kevin Robins". En Pyke, F., Becattini, G., y Sengenberger, W. (eds.). Los Distritos Industriales y las Pequeñas Empresas (I), Distritos Industriales y Cooperación Interempresarial en Italia, Ministerio de Trabajo y Seguridad Social, Madrid, 1992.

Sabel, C. F. y Zeitlin, J. (1985). "Historical Alternatives to Mass Production: Politics, Markets and Technology in Nineteenth-Century Industrialization”. Past and Present, nº. 108, 133-176.

Sachdev, S. B. y Verma, H. V. (2004). “Relative Importance of Service Quality Dimension: A Multisectorial Study”. Journal of Services Research, 4 (1), 93-116.

Sacks, P. (1996). Generation X Goes To College. An Eye Opening Account of Teaching in Postmodern America. LaSalle, Il: Open Court.

Saffu, K. y Mamman, A. (1999). “Mechanics, problems and contributions of tertiary strategic alliances: the case of 22 Australian universities”. The International Journal of Educational Management, 13 (6), 281-286.

Sahney, S., Banwet, D. K., Karunes, S. (2004). “A SERVQUAL and QFD approach to total quality education: A student perspective”. International Journal of Productivity and Performance Management, 53 (2), 143-166.

Saleh, F. y Ryan, C. (1991). “Analysing service quality in the hospitality industry using the SERVQUAL model”. Services Industries Journal, 11 (3), 324-43.

Samuelson, P. A. (1947). Foundations of Economic Analysis. Cambridge: Harvard University Press. Sánchez, M. y Sarabia, F. J. (1999). “Validez y fiabilidad de escalas”. En Sarabia, F. J. (coord.).

Metodología para la investigación en marketing y dirección de empresas. 361-392. Madrid: Pirámide.

Sánchez M. J. y Villarejo A. F. (2004). “La calidad de servicio electrónico: un análisis de los efectos moderadores del comportamiento de uso de la web”. Cuadernos de Economía y Dirección de la Empresa, 21, 121-152.

510

Bibliografía

Sands, P. (2002). “Inside outside, upside downside: Strategies for connecting online and face-to-face instruction in hybrid courses”. Teaching with Technology Today, 8 (6), 20-31.

Sangrà, A. (2005). “E-Learning, nuevos modelos de aprendizaje y calidad: ¿Dónde está la innovación?”. Cuarto Congreso Puertorriqueño de Web e-ducación, 5 - 6 de mayo. Puerto Rico: Instituto de Educación a Distancia de la Universidad del Sagrado Corazón.

Sangrà, A. y González Sanmamed, M. (ed.). (2004). Las transformación a través de las TIC: Discursos y prácticas. Barcelona: Ediuoc.

Santos, J. (2003). “E-service quality: a model of virtual service quality dimensions”. Managing Service Quality, 13 (3), 233-246.

Sarabia, F. J. (coord.) (1999). Metodología para la investigación en marketing y dirección de empresas. Madrid: Pirámide.

Sarkar, K. B., Echambadi, R. y Harrison, J. S. (2001). ''Alliance Entrepreneurship and Firm Market Performance''. Strategic Management Journal, 21 (3), 369-386.

Sarkis, J. y Sundarraj, R. P. (2002). “Evolution of brokering; paradigms in e-commerce enabled manufacturing”. International Journal of Production Economics, 75, 21-31.

Sasser, W. E., Olsen, R. P. y Wyckoff, D. D. (1978). Management of service operations. New York: Allyn & Bacon Inc.

Satorras, M. (2001). La qualitat als centres de formació superior. Experiències a l’àrea de Barcelona. Barcelona: Edicions UPC.

Saurina, C. (1997a). “Mesura de la Qualitat en el Sector Serveis”. Tesis Doctoral. Girona: Universidad de Girona.

Saurina, C. (1997b). “Evaluación de un modelo de medida de la calidad en el sector servicios. Las entidades financieras en las comarcas de Girona”. Estadística Española, 39, 219-248.

Saurina, C., Coenders, G. y Saez, M. (2001). La Qualitat Percebuda del Sector Financer a les Comarques Gironines. Girona, España: Fundació Caixa de Girona.

Saxenian, A. (1994). Regional Advantage: Culture and Competition in Sillicon Valley and Route 128. Cambridge, MA: Harvard University Press.

Saxenian, A. (1996). “Inside-Out: Regional Networks and Industrial Adaptation in Silicon Valley and Route 128”. Cityscape: A Journal of Policy Development and Research, 2 (2), 41-60.

Scannel, J. (1993). “Financial Aid: Feast or Burden”. AMA Proceedings Series. Cincinnati, OH: Symposium for the Marketing of Higher Education.

Schilling, M. A. y Steensma, H. K. (2001). “‘The Use of Modular Organizational Forms: An Industry-Level Analysis”. Academy of Management Journal, 44 (6), 1149–1168.

Schilling, M. A. y Steensma, H. K. (2002). “Disentangling the Theories on Firm Boundaries: A Path Model and Empirical Test”. Organization Science, 13, 387-401.

Schlesinger, L. y Heskett, J. (1991). "Breaking the cycle of failure in service". Sloan Management Review, 32 (primavera), 17-28.

Scheneider, B. y Bowen, D. E. (1985). “Employee and customer perceptions of service in banks: Replication and extension". Journal of Applied Psychology, 70, 423-433.

Scheneider, B. y Bowen, D. E. (1995). Winning the Service Game. Boston, MA: Harvard Business School Press.

Schofield, J. (2001). “The Old Ways Are the Best? The Durability and Usefulness of Bureaucracy in Public Sector Management”. Organization, 8 (1), 77-96.

Schuh, G., Millarg, K. y Göransson, A. (1998). Virtuelle Fabrik, neue Marktchancen durch dynamische Netwerke. Munich: Carl Huber Verlag.

Schumacker, R. E. y Lomax, R. G. (2004). A Beginner’s Guide to Structural Equation Modeling. (2ª ed.) Mahwah, N J: Lawrence Erlbaum Associates.

Schumpeter, J. A. (1934). The Theory of Economic Development. Cambridge, MA: Harvard University Press.

Schumpeter, J. A. (1939). Business Cycles. New York: McGraw-Hill. Schumpeter, J. A. (1955). The Theory of Economic Development - An Inquiry into Profits, Capital,

Credit, Interest, and the Business Cycle. Cambridge, Massachusetts: Harvard University Press. Scott, D. y Shieff, D. (1993). “Service quality components and group criteria in local government”.

International Journal of Service Industry Management, 4 (4), 42-53. Scott-Morton, M. S. (1991). The Corporation of the 1990s: Information Technology and

Organisational Transformation. New York: Oxford University Press. Sebastianelli, R. y Tamini, N. (2002). “How product quality dimensions relate to defining quality”.

International Journal of Quality & Reliability Management, 19 (4), 442-453.

511


SEDISI (2002). Reflexiones sobre la Sociedad de la Información en España. Madrid: SEDISI. SEDISI (2004). Orientación al estudio de satisfacción de clientes de Tecnologías de la Información y

Comunicación. Madrid: Comisión de Calidad de SEDISI. Selznick, P. (1949). TVA and the Grass Roots. Berkeley, CA: University of California Press. Semeijn, J., van Riel, A. C., van Birgelen, M. J. y Streukens, S. (2005). “E-services and offline

fulfilment: how e-loyalty is created”. Managing Service Quality, 15 (2), 182-194. Senge, P. M. (1990). The Fifth Discipline: The Art and Practice of the Learning Organization. New

York: Doubleday Currency. Seufert, A., Krogh, G. y Back, A. (1999). “Towards knowledge networking”. Journal of Knowledge

Management, 3, 180-190. Seufert, S., Lechner, U. y Stanoevska, K. (2002). “A reference model for online learning

communities”. International Journal on E-Learning, 1 (1), 43-54. Shane, S. y Venkatraman, S. (2000). "The Promise of Entrepreneurship as a Field of Research".

Academy of Management Journal, 25, 217-226. Shank, M. D., Walker, M. y Hayes, T. (1995). “Understanding professional service expectations: do

we know what our students expect in a quality education?”. Journal of Professional Services Marketing, 13 (1), 71-83.

Shankar, V., Smith, A. K. y Rangaswamy, A. (2003). “Customer satisfaction and loyalty in online and offline environments”. International Journal of Research in Marketing, 20 (2), 153–175.

Shemwell, D. J., Yavas, U. y Bilgin, Z. (1998). “Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship-oriented outcomes”. International Journal of Service, 9 (2), 155-168.

Shostack, L. (1985). “Planning the service encounter”. En Czepiel, J. A., Solomon, M. R. y Surprenant, C. F. (eds.). The service encounter. Managing employee/Customer interaction in Services business. Lexington, MA: Lexington books.

Sieber, P. (1997). “Virtual Organization: Static and Dynamic Viewpoint”. Virtual-organization.net Newsletter, 1 (2), 3-9.

Sieber, P. y Griese, J. (eds) (1998). “Organizational Virtualness”. Proceedings of the VONet - Workshop, Abril, Bern: Simowa Verlag.

Silver, H. y Silver, P. (1997). Students: changing roles, changing lives. SRHE: Open University Press.

Silvestro, R. (2005). “Applying gap analysis in the health service to inform the service improvement agenda”. International Journal of Quality & Reliability Management, 22 (3), 215-233.

Simon, H. A. (1957). Administrative Behavior. (2ª Ed.) New York: Macmillan. Simon, H. A. (1976). Administrative Behaviour: A study of Decision Making Processes in

Administrative Organizations. New York: The Free Press. Simon, H. A. (1996). The Sciences of the Artificial. (3ª ed.) Cambridge, MA: MIT Press. Simonin, B. L. (1997). “The importance of collaborative know-how: An empirical test of the learning

organization”. Academy of Management Journal, 40, 1150-1174. Simonin, B. L. (1999). "Ambiguity and the Process of Knowledge Transfer in Strategic Alliances."

Strategic Management Journal, 20, 595-623. Singh, H. y Reed, C. (2001). Achieving Success with Blended Learning (Centra White Paper).

Lexington, MA: Centra Corporation. Sirvanci, M. (1996). "Are Students the True Customers of Higher Education?". Quality Progress, 10

(29), 99-102. Sivabrovornvatana, N., Siengthai, S., Krairit, D. y Paul, H. (2005). “Technology usage, quality

management system and service quality in Thailand”. International Journal of Health Care Quality Assurance, 18 (6), 404-412.

Sivadas, E. y Baker-Prewit, J. L. (2000). “An examination of the relationship between service quality, customer satisfaction, and store loyalty”. International Journal of Retail & Distribution Management, 28 (2), 73-82.

Skok, W., Kophamel, A. y Richardson, I. (2001). “Diagnosing information systems success: Importance-performance maps in the health club industry”. Information & Management, 38, 409-419.

Smith, A. (1995). "Measuring service quality: is SERVQUAL now redundant?". Journal of Marketing Management, 11 (3), 257-276.

512

Bibliografía

Snow, C. C., Lipnack, J. y Stampts, J. (1999). “The Virtual Organization: Promises and Payoffs, Large and Small”. En Cooper, C. L. y Rousseau, D. M. (Eds.). The Virtual Organization, Trends in Organizational Behavior. New York: John Wiley & Sons.

Snow, C. C., Miles, R. E. y Coleman, H. J. (1992). “Managing 21st. Century Network Organizations”. Organizational Dynamics, 20 (3), 5-20.

Sohail, M. S. (2003). “Service quality in hospitals: more favourable than you might think”. Managing Service Quality, 13 (3), 197-206.

Sohail, M. S. y Shaikh, N. M. (2004). “Quest for excellence in business education: a study of student impressions of service quality”. The International Journal of Educational Management, 18 (1), 58-65.

Solomon, M. R. (1999). Consumer Behavior. Upper Saddle River, NJ: Prentice-Hall, Inc. Solomon, M. R., Surprenant, C. F., Czepiel, J. A. y Gutman, E. (1985). "A Role Theory Perspective

on Dyadic Interactions: The Service Encounter". Journal of Marketing, 49, 99-111. Solow, R. M. (1957). “Technical change and the agregate production function”. Review of Economics

and Statistics, 39, 312-320. Solow, R. M. (1987). "We'd Better Watch Out". New York Times Book Review, 36, 12-Julio. Solow, R. M. (2001). Landmark Papers on Economic Growth. NorthHampton (Mass.): Edward

Elgar Publishing. Song, J. y Zinkhan, G. M. (2003). “Features of Web Site Design, Perceptions of Web Site Quality,

and Patronage Behaviour”. Annual Meeting of the Association of Collegiate Marketing Educators, Houston, TX.

Soteriou, A. y Zenios, S. (2002). “Delivering e-banking Services: An Emerging Internet Business Model and a Case Study”. Documento de trabajo 02-12. Nicosia, Cyprus: HERMES Center of Excellence on Computational Finance & Economics,University of Cyprus.

Soutar, G. y McNeil, M. (1996). “Measuring service quality in a tertiary institution”. Journal of Educational Administration, 34 (1), 72-82.

Spence, M. (2002). "Signaling in Retrospect and the Informational Structure of Markets". American Economic Review, 92 (3), 434-459.

Spender, J. C. (1996). “Making knowledge the basis of a dinamic theory of the firm”. Strategic Management Journal, 17, 45-62.

Spender, J. C. (2002). “Knowledge Management, Uncertainty, and an Emergent Theory of the Firm”. En Choo, C. W. y Bontis, N. (Eds.). The Strategic Management of Intellectual Capital and Organizational Knowledge, 149-162. New York, NY: Oxford University Press.

Spender, J. C. y Grant, R. M. (1996). “Knowledge and the Firm: Overview”. Strategic Management Journal, 17, 5-9.

Spreng, R. A., MacKenzie, S. B. y Olshavsky, R. W. (1996). “A Reexamination of the Determinants of Consumer Satisfaction”. Journal of Marketing, 60 (Julio), 15-32.

Spreng, R. A. y Mackoy, R. D. (1996). “An Empirical Examination of a Model of Perceived Service Quality and Satisfaction”. Journal of Retailing, 72 (2), 201-214.

Spreng, R. A. y Singh, A. K. (1993). “An empirical assessment of the SERVQUAL scale and the relationship between service quality and satisfaction”. Manuscrito no publicado. Michigan TN: Michigan State University.

Spreng, R. A., MacKenzie, S. B. y Olshavsky, R. W. (1996). “A Reexamination of the Determinants of Consumer Satisfaction”. Journal of Marketing, 60 (Julio), 15-32.

Sproull, L. S. y Kiesler, S. B. (1991). Connections: New ways of working in the networked organization. Cambridge, MA: The MIT Press.

Srinivasan, S. S., Anderson, R. E. y Ponnavolu, K. (2002). “Customer loyalty in e-commerce: an exploration of its antecedents and consequences”. Journal of Retailing, 78 (1), 41-51.

Stalk, G., Evans, P. y Schulman, L. E. (1992). "Competing on capabilities: The new rules of corporate strategy". Harvard Business Review, 70 (Marzo-Abril), 57-69.

Stark, D. (1999). “Heterarchy: Distributing Intelligence and Organizing Diversity”. En Clippinger, J. (ed.). The Biology of Business: Decoding the Natural Laws of Enterprise. 153-179. San Francisco: Jossey-Bass.

Stauss, B. (1993). “Using the critical incident technique in measuring and managing service quality”. En Scheuing, E. y William, F.C. (Eds). The Service Quality Handbook, 408-427. New York: American Management Association.

Stauss, B. y Weinlich, B. (1997). “Process oriented measurement of service quality – applying the sequential incident technique”. European Journal of Marketing, 31 (1), 33-55.

513


Steenkamp, J. E. M. y van Trijp, H. C. M. (1991), “The Use of LISREL in Validating Marketing Constructs”. International Journal of Research in Marketing, 8 (4), 283-299.

Sterne, J. (1996). “Customer Service on the Internet: building relationships, increasing loyalty and staying competitive”. New York: Wiley, NY.

Stinchcombe, A. (1965). "Social structure and organizations". En March, J.G. (Eds.). Handbook of Organizations. 142-93. Chicago, IL: Rand McNally.

Stinchcombe, A. (1990). Information and Organizations. Berkeley: University of California Press. Straub, D. W. (1989). “Validating Insmnnents in MIS Research”. MIS Quarterly, 13 (2), 147-169. Stuart, T. E. (1998). "Network positions and propensities to collaborate: An investigation of

strategic alliance formation in a high-technology industry". Administrative Science Quarterly, 43, 668-699.

Stuart, T. E. (2000). "Interorganizational Alliances and the Performance of Firms: A study of Growth and Innovation Rates in a High-technology Industry". Strategic Management Journal, 21, 791-811.

Stuart, T. E. y Podolny, J. M. (1996). "Local Search and the Evolution of Technological Capabilities". Strategic Management Journal, 17, 21-38.

Stuart, T. E. y Podolny, J. M.. (1999). "Positional consequences of strategic alliances in the semiconductor industry." Research in the sociology of Organizations, 16, 161-182.

Suarez, I. (1999). “El análisis del crecimiento de la empresa desde la dirección estratégica”. Papeles de Economía Española, 78-79, 78-101.

Sumner, J. (2000). “Serving the sistem: a critical history of distance education”. Open Learning, 15 (3), 267-285.

Sureshchander, G. S., Chandrasekharan, R. y Kamalanabhan, T. J. (2001). “Customers perceptions of service quality: a critique”. Total Quality Management, 12 (1), 111-124.

Sureshchander, G. S., Chandrasekharan, R. y Anantharaman, R.N. (2002). “Determinants of customer-perceived service quality: a confirmatory factor analysis approach”. Journal of Service Marketing, 16 (1), 9-34.

Surprenant, C. F. y Solomon, M. R. (1987). “Predictability and personalization in the service encounter”. Journal of Marketing, 51 (2), 86-96.

Suter, B. (1999). “The VEGA cooperation platform: Providing real support for virtual enterprises”. En Sieber, P. y Griese, J. (eds.). Organizational virtualness and electronic commerce. Proceedings of the Second International VoNet Workshop, 23-24 Septiembre, Zurich.

Suzuki, Y. (1980): “The Strategy and Structure of Top 100 Japanese Industrial Enterprise 1950-1970”. Strategy Management Journal, 1, 265-291.

Swaminathan, V., Lepkowska-White, E. y Rao, B. P. (1999). “Browsers or buyers in cyberspace? An investigation of factors influencing electronic exchange”. Journal of Computer Mediated Communication, 5 (2).

Swan, J. E. y Trawick, I. F. (1981). “Disconfirmation of Expectations and Satisfaction with a Retail Service”. Journal of Retailing, 57, 49-67.

Swartz, T. A. y Brown, S. W. (1989). “Consumer and provider expectations and experience evaluating professional service quality”. Journal of the Academy of Marketing Science, 17 (2), 189-195.

Sweeney, J. C. y Lapp, W. (2004). “Critical service quality encounters on the web: an exploratory study”. Journal of Services Marketing, 18 (4), 276-289.

Sweeney, J. C. y Soutar, G. N. (2001). “Consumer Perceived Value: The Development of a Multiple Item Scale”. Journal of Retailing, 77 (2), 203-220.

Sweeney, J. C., Soutar, G. N. y Johnson, L. W. (1999a). "The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment". Journal of Retailing, 75 (1), 5-6.

Sweeney, J. C., Soutar, G. N. y Johnson, L. W. (1999b). "The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment". Journal of Retailing, 75 (1), 77-94.

Swenson, C. (1998). "Customers & Markets: The Cuss Words of Academe". Change, 30 (Septiembre-Octubre), 34-39.

Swieringa, J. y Wierdsma, A. F. (1992). Becoming a Learning Organization. Massachusetts: Addison-Wesley Publishing Company, Inc. Versión en castellano: La Organización que Aprende. Buenos Aires: Addison-Wesley.

Sydow, J. y Windeler, A. (1998). “Organizing and evaluating interfirm networks: A structurationist perspective on network processes and effectiveness”. Organization Science, 9 (3), 265-284.

Symon, G. (2000). "Information and communication technologies and network organization: A critical analysis". Journal of Occupational and Organizational Psychology, 3, 398-414.

514

Bibliografía

Szymanski, D. M. y Henard, D. H. (2001). “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence”. Journal of the Academy of Marketing Science, 29 (1), 16-35.

Szymanski, D. M. y Hise, R. T. (2000). “e-Satisfaction: An Initial Examination”. Journal of Retailing, 76 (3), 309-322.

Talukder, M. (2003). “The perception of professionals and management personnel on the virtual organisation”. The Journal of Computer Information Systems, 43 (3), 92-98.

Tamini, N. y Sebastianelli, R. (1996). “How firms define and measure quality”. Production and Inventory Management Journal, 37 (3), 34-9.

Tapscott, D. (2000). La creación de valor en la economía digital. Buenos Aires, Argentina: Granica. Taylor, F. W. (1947). Scientific Management. New York: Harper and Brothers Publishers. Taylor, R. G. y Osorio, J. (2005). “Economías del e-learning en la enseñanza superior: estrategias de

implantación”. En Duart, J. M. y Lupiañez, F. (coords.). Las TIC en la universidad: estrategia y transformación institucional [monográfico en línea]. Revista de Universidad y Sociedad del Conocimiento (RUSC). 2 (1), 85-99. Disponible en la siguiente dirección electrónica: <http://www.uoc.edu/rusc/dt/esp/taylor0405.pdf>. Consultado 15/10/2005.

Taylor, S. A. y Baker, T. L. (1994). “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions”. Journal of Retailing, 70 (2), 163-178.

Taylor, S. A. y Cronin, J. J. Jr. (1994). “Modeling patient satisfaction and service quality”. Journal of Health Care Marketing, 14 (1), 34-45.

Taylor, S. A., Sharland, A., Cronin, A.A. Jr y Bullard, W. (1993). “Recreational quality in the international setting”. International Journal of Service Industries Management, 4 (4), 68-88.

Taylor, S. A. y Todd, P. A. (1995a). “Understanding Information Technology Usage: A Test of Competing Models”. Information Systems Research, 6 (3), 144-176.

Taylor, S. A. y Todd, P. A. (1995b). “Decomposition and crossover effects in the theory of planned behavior: A study of consumer adoption intentions” International Journal of Research in Marketing, 12 (2), 137-156.

Teas, K. R. (1993a). “Expectations, performance evaluation and consumers’ perceptions of quality”. Journal of Marketing, 57 (4), 18-24.

Teas, K. R. (1993b). “Consumer expectations and the measurement of perceived service quality”. Journal of Professional Services Marketing, 8 (2), 33-53.

Teas, K. R. (1994). “Expectations as a comparison standard in measuring service quality: an assessment of a reassessment”. Journal of Marketing, 58 (Enero), 132-139.

Teas, K. R. y Agarwal, S. (2000). “The effects of extrinsic product cues on consumers' perceptions of quality, sacrifice, and value”. Journal of the Academy of Marketing Science, 28 (2), 278-290.

Teece, D. J. (1982). “Towards an economic theory of the multiproduct firm”. Journal of Economic Behavior and Organization, 3, 36-63.

Teece, D. J. (1986). “Profiting from technological innovation: implications for integration, colaboration, licensing and public policy”. Research Policy, 15, 285-305.

Teece, D. J. (1987). “Profiting from technological innovation: implications of integration, collaboration, licensing and public policy”. En Teece, D. (ed.). The Competitive Challenge: Strategies for Industrial Innovation and Renewal. New York: Harper & Row.

Teece, D. J. (1988). “Technological change and the nature of the firm”. En Dosi, G., Freeman, C., Nelson, R., Silverberg, G. y Soete, L. (ed.). Technical Change and Economic Theory. London: Pinter Publishers.

Teece, D. J. (1993). “The dynamics of industrial capitalism: perspectives on Alfred Chandler’s Scale and Scope”. Journal of Economic Literature, 31 (1), 199-225.

Teece, D. J. (1996). “Firm organization, industrial structure, and technological innovation”. Journal of Economic Behavior & Organization, 31, 193-225.

Teece, D. J. (2000). “Economic and sociological perspectives on diversification and organizational structure”. En Baum, J. A. C. y Dobbin, F. (eds), Economics Meets Sociology in Strategic Management: Advances in Strategic Management. Greenwhich: JAI Press.

Teece, D. J. (2002). Managing Intellectual Capital. Oxford: Oxford University Press. Teece, D. J. y Pisano, G. P. (1994). “The dynamic capabilities of firms: an introduction”. Documento

de trabajo, WP-94-103. International Institute for Applied Systems Analysis (IIASA). Teece, D. J., Pisano, G. P. y Shuen, A. (1997). “Dynamic capabilities and strategic management”.

Strategic Management Journal, 18, 509-33. Teece, D. J., Rumelt, R. P., Dosi, G. y Winter, S. (1994). “Understanding corporate coherence.

Theory and evidence”. Journal of Economic Behavior and Organization, 23, 1-30.

515


Thomson, I. (2002). Thomson job impact study: The next generation of corporate learning. Thompson, Inc. Disponible en la siguiente dirección electrónica: <http://www.netg.com/DemosAndDownloads/Downloads/JobImpact.pdf>. Consultado: 15/10/2005.

Tidd, J. (2001). “Innovation management in context: Environment, organization and performance”. International Journal of Management Reviews, 3 (3), 97-112.

Tinto, V. (1975). “Dropouts from higher education: A theoretical synthesis of the recent literature”. A Review of Educational Research, 45, 89-125.

Tinto, V. (1987). Leaving college: Rethinking the causes and cures of student attrition. Chicago: The University of Chicago Press.

Tirole, J. (1990). La Teoría de la Organización Industrial. Barcelona: Ariel. Toffler, A. (1990). El Cambio de Poder. Barcelona: Plaza & Janes. Torrent, J. (2002). “De la nueva economía a la economía del conocimiento. Hacia la tercera

revolución industrial”. Revista de Economía Mundial, 7, 39-68. Travica, B. (1997). “The Design of the Virtual Organization: a Research Model”. Papers of 1997

Americas Conference on Information Systems. Indianápolis, Indiana. Travica, B. (2003). "Information View of Organizations: Contextualizing Technology -

Technologizing Context". Proceedings of AMCIS, 4-6 Agosto, Tampa, FL. Trow, M. (1973). Problems in the transition from elite to mass higher education. Carnegie

Commission on Higher Education. Novota, CA: McGraw-Hill. Trow, M. (1987). “Academic standards and mass higher education”. Higher Education Quarterly, 41

(3), 268–292. Truex III, D. P. (2001). “Three Issues Concerning Relevance in IS Research: Epistemology,

Audience and Method”. Communications of the Association of Information Systems, 6 (24), 1-11.

Tse, D. K. y Wilton, P. C. (1988). “Models of consumer satisfaction formation: an extension”. Journal of Marketing Research, 25 (Mayo), 204-212.

Tushman, M. y O’Reilly, C. (1996). “Ambidextrous organizations: Managing evolutionary and revolutionary change”. California Management Review, 38, 8-30.

Tversky, A. y Kahneman, D. (1974). “Judgment under uncertainty: Heuristics and biases”. Science, 185, 1124-1131.

Tzung-Cheng, H. y O’Leary, J. T. (2002). Measuring tourism performance. Champaign, IL: Sagamore Publishing, cop.

UNESCO (1998). Higher Education in the Twenty-First Century: Vision and Action. World Conference on Higher Education in the Twenty-First Century. Disponible en <http://unesdoc.unesco.org/images/0011/001164/116428e.pdf>. Consultado 31/11/2005.

Upton, D. y McAfee, A. (1996). “The Real Virtual Factory”. Harvard Business Review, 74 (4), 123-133.

Ugboma, C., Ibe, C. y Ogwude, I. C. (2004). “Service quality measurement in ports of a developing economy: Nigerian ports survey”. Managing Service Quality, 14 (6), 487-495.

U.S. General Accounting Office (1991). Management Practice: U.S. Companies Improve Performance Through Quality Efforts. Washington DC: U.S. General Accounting Office.

Uys, P. (2002). “Managing tertiary education in a global virtual environment: Networked Educational Management”. En Hazemi, R. y Hailes, S. (eds.). The Digital University-Building a Learning Community. Londron: Springer-Verlag.

Uzzi, B. (1997). "Social Structure and Competition in Interfirm Networks: The Paradox of Embeddedness". Administrative Science Quarterly, 42, 464-476.

Uzzi, B., Spiro, J. y Delis, D. (2002). “Emergence: The Origin and Evolution of Career Networks in the Broadway Musical Industry, 1877-1995." Documento de trabajo. Northwestern University, Kellog School of Management.

Vanhamme, J. (2000). "The Link Between Surprise and Satisfaction: an Exploratory Research on How Best to Measure Surprise". Journal of Marketing Management, 16 (6), 565-582.

Vandamme, R. y Leunis, J. (1993). “Development of a multiple-item scale for measuring hospital service quality”. International Journal of Service Industry Management, 4 (3), 30-49.

van Alstyne, M. (1997). “The State of Network Organization: A Survey in three frameworks”. Journal of Organizational Computing, 7 (3), 83-151.

van Alstyne, M. y Brynjolfsson, E. (1995). “Communications Networks and the Rise of an Information Elite: Do Computers Help the Rich Get Richer?”. Proceedings of the International Conference on Information Systems, Amsterdam.

516

http://unesdoc.unesco.org/images/0011/001164/116428e.pdf

Bibliografía

van Alstyne, M. y Brynjolfsson, E. (1996). “Electronic Communities: Global Village or Cyberbalkanization?”. Proceedings of the International Conference on Information Systems, Cleveland, Ohio.

van de Ven, A. H., Polley, D. E., Garud, R. y Venkataraman, S. (1999). The Innovative Journey. Oxford: Oxford University Press.

van Dyke, T., Kappelman, L. A. y Prybutok,V. R. (1997). “Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire”. MIS Quarterly, 21 (2), 195-208.

van Dyke, T. y Popelka, M. (1993) “Development of a Quality Measure for an Information Systems Provider”. Proceedings of the Decision Sciences Institute, 3, 1910-1912.

van Dyke, T., Prybutok,V. R. y Kappelman, L. A. (1999). “Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services”. Decision Sciences, 30 (3), 877-891.

van Iwaarden, J., Van der Wiele, T., Ball, L. y Millen, R. (2003). “Applying SERVQUAL to Web sites: an exploratory study”. International Journal of Quality & Reliability Management, 20 (8), 919-935.

van Riel, A. C. R., Liljander, V. y Jurriëns, P. (2001). “Exploring consumer evaluations of e-services: a portal site”. International Journal of Service Industry Management, 12 (4), 359-377.

van Riel, A. C. R., Semeijn, J. y Janssen, W. (2003). “E- service quality expectations: a case study”. Total Quality Management, 14 (4), 437-450.

van Riel, A. C. R., Lemmink, J., Streukens, S. y Liljander, V. (2004). “Boost customer loyalty with online support: the case of mobile telecoms providers”. International Journal of Internet Marketing and Advertising, 1 (1), 4-23.

van Wijk, R., van Den Bosch, F. y Volberda, H. (2003). “Knowledge and networks”. En Easterby-Smith, M. y Lyles, M. (Eds.). Blackwell Handbook of Organizational Learning and Knowledge Management, 428-454. Oxford, UK: Blackwell Publishing.

Vázquez, R., Rodríguez del Bosque, I. y Díaz, A. (1996). “Estructura multimensional de la calidad del servicio en cadenas de supermercados: desarrollo y validación de la Escala CALSUPER”. Documento de trabajo nº 19. Oviedo: Universidad de Oviedo.

Venkatesh, V. (2000). “Determinants of perceived ease of use: Integrating control, intrinsic motivation, and emotion into the technology acceptance model”. Information Systems Research, 11(4), 342-365.

Venkatraman, N. (1994). “IT-enabled Business Transformation: From Automation to Business Scope Redefinition”. Sloan Management Review, 35 (2), 73-87.

Venkatraman, N., y Henderson, J. C. (1998). “Real strategies for virtual organising”. Sloan Management Review, 40 (1), 33-48.

Victor, B. y Stephens, C. (1994). “The dark side of the new organizational form: An editorial essay”. Organization Science, 5, 479-482.

Vilaseca, J. (2002). “Hacia una economía del conocimiento. Introducción”. Revista de Economía Mundial, 7, 3-7.

Vilaseca, J. y Torrent, J. (2002). “La economía del conocimiento: paradigma tecnológico y cambio estructural. Un análisis empírico e internacional para la economía española”. IN3 Working Papers. WP02-003. Barcelona: UOC.

Vilaseca, J. y Torrent, J. (2004). “Principis d’economia del coneixement”. Barcelona: Editorial UOC. Vilaseca, J. y Torrent, J. (Coord.) (2005). “Cap a l’empresa xarxa: les TIC i les transformacions de

l’activitat empresarial a Catalunya”. Barcelona: Editorial UOC. Vilaseca, J., Cabañero, C. y Torrent, J. (2002). “Nova economia i activitat empresarial: de les TIC al

canvi cultural”. Artículo en línea. Disponible en la siguiente dirección electrónica: <http://www.uoc.edu/web/cat/serveis/observatori/tm/one0402.html>. Consultado: 14-Julio-2005. Barcelona: UOC.

Volberda, H. W. (1996). “Toward the flexible form: How to remain vital in hypercompetitive environments”. Organization Science, 7 (4), 359-387.

Volberda, H. W. (1998). Building the Flexible Firm. Oxford: Oxford University Press. von Krogh, G., Spaeth, S. y Lakhani, K. (2003). “Community, Joining, and Specialization in Open

Source Software Innovation: A Case Study”. Research Policy, 32 (7), 1217-1241. Voss, C. (2003): “Rethinking paradigms of service: Service in a virtual environment”. International

Journal of Operations and Production Management, 23 (1), 88-104. Voss, G.B., Parasuraman, A. y Grewal, D. (1998). “The roles of price performance, and expectations

in determining satisfaction in service exchanges”. Journal of Marketing, 62 (4), 46-61.

517


Wade, D. y Eagles, P. (2003). “The Use of Importance–Performance Analysis and Market Segmentation for Tourism Management in Parks and Protected Areas: An Application to Tanzania’s National Parks”. Journal of Ecoturism, 2 (3), 196-212.

Waite, K. y Harrison, T. (2002). "Consumer Expectations of Online Information Provided by Bank Websites”. Journal of Financial Services Marketing, 6 (4), 309-322.

Wakefield, K. y Blodgett, J. (1994). “The importance of servicescapes in leisure service settings”. Journal of Service Marketing, 8 (3), 56-76.

Walbridge, S. W. y Delene, L. M. (1993). “Measuring physician attitudes of service quality”. Journal of Health Care Marketing, 13 (4), 6-15.

Walsham, G. (1995). “The Emergence of Interpretivism in IS Research”. Information Systems Research, 6 (4), 376-394.

Walters, D. (2000). “Virtual Organisations: New Lamps for Old”. Management decision, 38 (6), 420-436.

Walters, D. y Buchanan, J. (2001). "The New Economy, New Opportunities and New Structures", Management Decision, 39 (10), 818-834.

Wang, Y., Lo, H. y Hui, Y. (2003). “The antecedents of service quality and product quality and their influence on bank reputation: evidence from the banking industry in China”. Managing Service Quality, 13 (1), 72-83.

Wang, Y.S. y Tang, T.I. (2001). “An Instrument for measuring Customer Satisfaction Towards Web Sites That Market Digital Products and Services”. Journal of Electronic Commerce Research, 2, 13-22.

Webb, M. S. (1993). “Influence of demographic factors on the selection of a private business career collegue”. Journal of Marketing for Higher Education, 4 (1-2), 205-220.

Webb, C. y Webb, A. (2004). “Service quality and information in cyberspace”. Journal of Computer Mediated Comunication, 3 (2), 11 y ss.

Weber, M. (1947). “The theory of social and economic organization”. A. Henderson and T. Parsons (Eds.), Glencoe, IL: Free Press.

Weber, M. (1978). “Economy and Society”. En Roth, G. y Wittich, C. (eds.). Economy and Society: An Outline of Interpretive Sociology. Berkeley, CA: University of California Press.

Webster, J. (1995). "Networks of Collaboration or Conflict? Electronic Data Interchange and Power in the Supply Chain". Journal of Strategic Information Systems, 4 (1), 31-42.

Webster's. (1913). Hyperdictionary. Disponible en:<http:// www.hyperdictionary.com>. Consultado: 12/04/2005.

Wedemeyer, C. A. (1981). Learning at the back door: Reflections on non traditional learning in the lifespan. Madison: University of Wisconsin Press.

Weick, K. (1976). “Educational Organizations as Loosely Coupled Systems”. Administrative Science Quaterly, 21, 1-19.

Weir, D. y Smallman, D. (1998). “Managers in the Year 2000 and After: A Strategy for Development”. Management Decision, 36 (9), 43-51.

Welsh, J. F. y Dey, S. (2002). “Quality measurement and quality assurance in higher education”. Quality Assurance in Education, 10 (1), 17-25.

Wernerfelt, B. (1984). "A resource-based view of the firm". Stragetic Management Journal, 5 (2), 171-181.

Westbrook, R. A. y Oliver, R. L. (1991). “The dimensionality of consumption emotion patterns and consumer satisfaction”. Journal of Consumer Research, 18, 84-91.

Whittington, R. (2003). “Corporate Structure”. En Campbell, A. y Faulkner, D. (eds.). The Oxford Handbook of Strategy. Oxford: Oxford University Press.

Whittington, R. y Mayer, M. (1997). “Beyond or Behind the M-Form? The Structures of European Business”. En O’Neal, D. y Thomas, H. (eds.). Strategy, Structure and Styles. New York: John Wiley & Sons.

Whittington, R. y Mayer, M. (2000). The European Corporation: Strategy, Structure, and Social Science. Oxford: Oxford University Press.

Whittington, R., Pettigrew, A. y Ruigrok, W. (2000). New notions of organisational fit. London: Prentice-Hall.

Whittington, R., Pettigrew, A., Fenton, E. y Conyon, M. (1999). “Change and complementarities in the new competitive landscape: A European panel study, 1992-1996”. Organization Science, 10 (5), 583-600.

518

http://www.hyperdictionary.com/

Bibliografía

Whittington, R., Pettigrew, A., Peck, S., Fenton, E. y Conyon, M. (1999). “Change and Complementarities in the New Competitive Landscape: A European Panel Study, 1992-1996”. Organization Science, 10 (5), 569-582.

Wilson, B. G. (1996). Constructivist learning environments: case studies in instructional designs. Englewood Cliffs, NJ: Educational Technology Publications.

Williams, M. D. (1996). “Learner-control and instructional technologies”. En Jonassen, D. H. (Ed.). Handbook of research for educational communications and technology. 957-982. New York: Simon & Schuster Macmillan.

Williamson, O. E. (1964). The Economics of Discretionary Behavior: Managerial Objectives in a Theory of the Firm. Englewood Cliffs, NJ: Prentice-Hall.

Williamson, O. E. (1971). "The Vertical Integration of Production: Market Failure Considerations". American Economic Review, 61 (Mayo), 112-123.

Williamson, O. E. (1975). Markets and Hierarchies: Analysis and Anti-Trust Implications. New York: The Free Press.

Williamson, O. E. (1979). “Transaction-cost Economics: The Governance of Contratual Relations”. Journal of Law and Economics, 22 (2), 233-261.

Williamson, O. E. (1983). “Credible Commitments: Using Hostages to Support Exchange”. American Economic Review, 73 (Septiembre), 519-540.

Williamson, O. E. (1985). The Economic Institutions of Capitalism. New York: Free Press. Williamson, O. E. (1988). “The Logic of Economic Organization”. Journal of Law, Economics, and

Organization, 4 (Spring), 65-93. Williamson, O. E. (1991). “Comparative Economic Organization: The Analysis of Discrete

Structural Alternatives”. Administrative Science Quarterly, 36 (Junio), 269-296. Williamson, O. E. (1996). The Mechanisms of Governance. New York: Oxford University Press. Winsted, K. F. (1997). “The Service Experience in Two Cultures: A Behavioural Perspective”.

Journal of Retailing , 73 (3), 337-60. Winston, G. C. (1997). “Why can’t a college be more like a firm?”. Change, 29 (5), 33-38. Winter, S. (1991). "On Coase, Competence and the Corporation". En Williamson, O. E. y Winter, S.

(eds.). The Nature of the Firm. New York: Oxford University Press. Wisniewski, M. y Wisniewski, H. (2005). “Measuring service quality in a hospital colposcopy clinic”.

International Journal of Health Care Quality Assurance, 18 (3), 217-218. Witmer, D. R. (1972). “Cost Studies in Higher Education”. Review of Educational Research, 42 (1),

9-127. Witzel, M. (2002). “Lack of tangibles can be an asset. Management A-Z: Virtual Organisation”.

Financial Times, 29 de Agosto. Wolf, M. (2004). Why Globalization Works. New Haven: Yale University Press. Wolfinbarger, M. y Gilly M. (2002). “.comQ: Dimensionalizing, Measuring and Predicting Quality of

the E-tail Experience”. Report nº 02-100. Cambridge, Mass.: Marketing Science Institute. Wolfinbarger, M. y Gilly M. (2003). “e-TailQ: Dimensionalizing, Measuring and Predicting etail

Quality”. Journal of Retailing, 79 (3), 183-98. Wolters, M.J. y Hoogeweegen, M. R. (1999). “Management Support for Globally Operating Virtual

Organizations: The Case of KLM Distribution”. Proceedings of the 32nd Hawaii International Conference on System Sciences (HICSS-32), enero, 5-8, Maui, Hawaii.

Wonacott, M. E. (2001). Implications of Distance Education for CTE. ERIC. Disponible en <http://ericacve.org/docgen.asp?tbl=digests&ID=112>. Consultado: 11/09/2004.

Wong, S.M. y Perry, C. (1991). “Customer service strategies in financial retailing”. International Journal of Bank Marketing, 9 (3), 11-16.

Woodruff, R. B., Cadotte, E. R. y Jenkins, R. L. (1983). “Modeling consumer satisfaction processes using experience-based norms”. Journal of Marketing Research, 20, 296-304.

Woodruff, R. B., Cadotte, E. R. y Jenkins, R. L. (1987). “Expectations and norms in models of customer satisfaction”. Journal of Marketing Research, 24, 305–315.

Woodruf, R. B., Clemons, D. S., Schumann, D. W., Gardial, S. F. y Burns, M. J. (1991). “The Standars issue in CS/D Research: A Historical Perspective”. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 4, 103-109.

Woodside, A. G., Frey, L. L. y Daly, R. T. (1989). “Linking Service Quality, Customer Satisfaction and Behavioral Intention”. Journal of Health Care Marketing, 9, 5-17.

Woodward. J. (1965). Industrial Organization: Theory and Practice. Oxford: Oxford University Press.

519

http://ericacve.org/docgen.asp?tbl=digests&ID=112


Worthington, J. (ed.) (1997). Reinventing the workplace. Oxford, England: Architectural Press. Wrigley, L. (1970). “Divisional autonomy and diversification”. Tesis doctoral. Harvard Business

School. Wright, C. y O’Neill, M. (2003). “Service quality evaluation in the higher education sector: An

empirical investigation of students’ perceptions”. Higher Education Research and Development, 21 (1) 23-39.

Wyer, R. S. y Carlston, D. E. (1979). Social cognition, inference and attribution. Hillsdale, NJ: Erlbaum.

Wyner, G. M. y Malone, T. W. (1996). “Cowboys and Commanders: Does Information Technology Lead to Decentralization?”. En DeGross, J. I., Jarvenpaa, S. y Srinivasan, A. (eds.). Proceedings of the 17th ICIS, 63-80, 16-18 Diciembre, Cleveland, Ohio.

Yanhong, R, y Kaye, M. (1998). “A Case Study for Comparing Two Service Quality Measurement Approaches in the Context of Teaching in Higher Education”. Quality in Higher Education, 4 (2), 103-113.

Yang, J. T., Huang, H. J. y Hu, P. Y. (2001). “A case study of implementing a distance education program”. Disponible en <http://www.icce2001.org/cd/pdf/p08/TW106.pdf>. Consultado 15/09/2005.

Yang, Z. y Jun, M. (2002). “Consumer perception of e-service quality: From Internet purchaser and non purchaser perspectives”. Journal of Business Strategies, 19 (1), 19-41.

Yang, Z., Jun, M. y Peterson, R. (2004). “Measuring customer perceived online service quality: Scale development and managerial implications”. International Journal of Operations and Production Management, 24 (11/12), 1149 y ss.

Yang, Z. y Fang, X. (2004). "Online Service Quality Dimensions and Their Relationships with Satisfaction: A Content Analysis of Customer Reviews of Securities Brokerage Services". International Journal of Service Industry Management, 15 (3), 302-326.

Yates, J. y Benjamin, R. (1991). The past and present as a window on the future. En M. S. Scott Morton (Ed.), The corporation of the 1990's. New York: Oxford University Press.

Yavas, U. y Shemwell, J. D. (2001). “Modified importance-performance analysis: an application to hospitals”. International Journal of Health Care Quality Assurance, 14 (3), 104-110.

Yi, A. (1990). “A Critical Review of Consumer Satisfaction”. Review of Marketing, 4, 68-123. Yip, G. S. (1989). “Global strategy.in a world of nations?”. Sloan Management Review, 31 (otoño),

29–41. Yoo, B. y Donthu, N. (2001). “Developing a Scale to Measure the Perceived Quality of an Internet

Shopping Site (Sitequal)”. Quarterly Journal of Electronic Commerce, 2 (1), 31-46. Young, J. R. (2002). “'Hybrid' teaching seeks to end the divide between traditional and online

instruction”. Chronicle of Higher Education. Disponible en la siguiente dirección electrónica: <http://Chronicle.com/free/v48/i28/28a03301.htm>. Consultado: 04/07/2005.

Yu, Y-T. y Dean, A. (2001). “The contribution of emotional satisfaction to consumer loyalty”. International Journal of Service, 12 (3), 234-250.

Zahorik, A. J. y Rust, R. L. (1992). “Modelining the Impact of Service Quality on Profitability: A Review”. En Schwartz, T. (ed.) Advances in Service Quality and Management, 247-276. Greenwich, Conn.: JAI Press.

Zeithaml, V. A. (1981). “How Consumer Evaluation Processes Differ Between Goods and Services”. En Donnelly, J. y George, W. (eds.). Marketing of Services. 186-190. Chicago, IL: American Marketing Association.

Zeithaml, V. A. (1984). “Issues in conceptualizing and measuring consumer response to price”. En Kinnear, T. C. (Ed.). Advances in Consumer Research, 11, 612-616. Provo, UT: Association for Consumer Research.

Zeithaml, V. A. (1986). “Defining and relating price, perceived quality, and perceived value”. Documento de trabajo. Duke University.

Zeithaml, V. A. (1987). Definining and Relating Prices, Perceived Quality and Perceived Value. Cambridge, MA: Marketing Science Institute.

Zeithaml, V. A. (1988). “Consumer Perceptions of Price, Quality and Value: A Means-end Model and Syntheses of Evidence”. Journal of Marketing, 52 (Julio), 2-22.

Zeithaml, V. A. (2000). “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, 28 (1), 67-85.

Zeithaml, V. A. (2002). “Service excellence in electronic channels”. Managing Service Quality, 12 (3), 135-138.

520

http://www.icce2001.org/cd/pdf/p08/TW106.pdf

Bibliografía

521

Zeithaml, V. A., Berry, L. L. y Parasuraman, A. (1988). “Communication and Control Proceses in the Delivery of Service Quality”. Journal of Marketing, 52 (2), 35-48.

Zeithaml, V. A., Berry, L. L. y Parasuraman, A. (1991). “The nature and determinants of customer expectations of service”. Documento de trabajo. 91-113. Cambridge, MA: Marketing Science Institute.

Zeithaml, V. A., Berry, L. L. y Parasuraman, A. (1993). “The nature and determinants of customer expectation of service”. Journal of the Academy of Marketing Science, 21 (1), 1-12.

Zeithaml, V. A., Berry, L. L. y Parasuraman, A. (1996). “The behavioral consequences of service quality”. Journal of Marketing, 60 (2), 31-46.

Zeithaml, V. A. y Bitner, M. J. (1996). Services Marketing. New York: McGraw-Hill. Zeithaml, V. A. y Bitner, M. J. (2003). Services Marketing: Integrating Customer Focus Across the

Firm. Boston: Irwin McGraw-Hill. Zeithaml, V. A. y Parasuraman, A. (2004). Service Quality. Cambridge, Massachusetts: Marketing

Science Institute. Zeithaml, V. A., Parasuraman, A. y Berry, L. L. (1985). “Problems and strategies in service

marketing”. Journal of Marketing, 49, 33-46. Zeithaml, V. A., Parasuraman, A., y Berry, L. L. (1990). Delivering Quality Service: Balancing

customer perceptions and expectations. New York, NY: The Free Press. Zeithaml, V. A., Parasuraman, A. y Berry, L. L. (1992). “Strategic positioning on the dimensions of

service quality”. En Swartz, T. A., Bowen, D. E. y Brown, S. W. (Eds). Advances in Services Marketing and Management, 2, 207-28. Greenwich, CT: JAI Press.

Zeithaml, V. A., Parasuraman, A. y Berry, L. L. (1992). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York, NY: The Free Press.

Zeithaml, V. A., Parasuraman, A. y Maholtra, A. (2000). “A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice”. Documento de trabajo. Report 00-115. Cambridge, Mass.: Marketing Science Institute.

Zeithaml, V. A., Parasuraman, A. y Maholtra, A. (2002). “Service Quality Delivery Through Websites: A Critical Review of Extant Knowledge”. Journal of the Academy of Marketing Science, 30 (4), 362-375.

Zeithaml, V. A., Rust, R. T. y Lemon, K. N. (2001). “The Customer Pyramid: Creating and Servicing Profitable Customers”. California Management Review, 43 (4), 118-142.

Zhao, F. (2003). “Enhancing the quality of online higher education through measurement”. Quality Assurance in Education, 11 (4), 214-221.

Zhou, L. (2004). “A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China’s retail banking”. Journal of Services Marketing, 18 (7), 534-546.

Zhu, F. X., Wymer, W. y Chen, I. (2002). “IT-based services and service quality in consumer banking”. International Journal of Service Industry Management, 13 (1), 69-90.

Zimmermann, F. (1997). “Structural and Managerial Aspects of Virtual Enterprises”. Proceedings of the European Conference on Virtual Enterprises and Networked Solutions – New Perspectives on Management, Communication and Information Technology, 7-10 Abril, Paderbon, Germany.

Zuboff, S. (1988). In the Age of the Smart Machine. New York: Basic Books.

la calidad del servicio percibida en entornos virtuales de formación

Documents