ГОСТ Р 70922-2023/ISO/IEC TS 25011:2017. Национальный стандарт Российской Федерации. Системная и программная инженерия. Требования и оценка качества систем и программной продукции (SQuaRE). Модели качества услуг

БИБЛИОГРАФИЯ

[1]	ISO/IEC 9000, Quality Management Systems - Fundamentals and vocabulary
[2]	ISO/IEC 20000-1, Information technology - Service management - Part 1: Service management system requirements
[3]	Service Quality A Model. http://www.stat.auckland.ac.nz/~mullins/servicequality/ ServQualModel.pdf
[4]	Parasuraman A., Zeithaml V.A., Berry L.L. SERVQUAL: a Multiple-item Scale for Measuring Consumer Perceptions of Service Quality [J]. J. Retailing. 1988, 64 (1) pp. 12 - 40
[5]	Parasuraman A., & Berry L.L. A Conceptual Model of Service Quality and Its Implications for Future Research [J]. J. Mark. 1985, 49 (4) pp. 41 - 50
[6]	Ding Y., & Straub D. Quality of IS in Services: Theory and Validation of Constructs for Service, Information, and System (2008). ICIS 2008 Proceedings. Paper 101. http://aisel.aisnet.org/icis2008/101
[7]	Information Technology Infrastructure Library (ITIL). https://www.axelos.com/best-practice-solutions/itil
[8]	for Services, Version 1.3, http://cmmiinstitute.com/cmmi-models

УДК 006.34:004.056:006.354	ОКС 35.080
Ключевые слова: оценка качества систем и программной продукции, модели качества услуг