اولویت ‏بندی پروژه‏های مدیریت کیفیت سازمان با شروع از انتظارات مشتریان

Athanassopoulos, A. D. (1997). Embodying service quality into operating efficiency for assessing the effort effectiveness in the provision of financial services. European Journal of Operational Research, 98(2): 300-313.

Azar, A., S. Jokar & Zangooeinezhad, A. (2010). Compilation of Research & Development Strategy using Technology Quality Function Deployment: Market Pull Approach. Industrial Management, 2(4): 3-18. (in Persian)

Bolton, R. & Drew, J.H. (1991). A multistage model of customers’ assessment of service quality and value. Journal of Consumer Research, 17(4): 375-84.

Chien, T. K. & Su, C. T. (2003). Using the QFD concept to resolve customer satisfaction strategy decisions. International Journal of Quality & Reliability Management, 20(3): 345-359.

Farsijani, H. & M. A. Torabandeh. (2013). Explaining the Role of Transferring Technology in Fuzzy QFD for Competitiveness of Product (Case Study: Iran Transfo Rey Corporation). Industrial Management, 5(2):103-120. (in Persian)

Ghianpour, H., Zeinalypour, H. & Ahmadi, R. (2012). Using QFD in converting expectations of in-service training customers to training requirements. Researchs of Public Management, (15): 85-112. (in Persian)

González, M. (2001). Quality function deployment: A road for listening to customer expectations. Mexico, DF: McGraw Hill.

González, M. E., Quesada, G., Picado, F. & Eckelman, C. A. (2004). Customer satisfaction using QFD: an e-banking case. Managing Service Quality: An International Journal, 14(4): 317-330.

González, M., Quesada, G. & Bahill, T. (2003). Improving product design using quality function deployment: the school furniture case in developing countries. Quality Engineering Journal, 16(1): 47-58.

Herrmann, A., Huber, F. & Braunstein, C. (2000). Market-driven product and service design: Bridging the gap between customer needs, quality management, and customer satisfaction. International Journal of production economics, 66(1): 77-96.

Jiang, Z., Fan, Z., Sutherland, J. W., Zhang, H. & Zhang, X. (2014). Development of an optimal method for remanufacturing process plan selection. The International Journal of Advanced Manufacturing Technology, 72(9-12): 1551-1558.

Kandampully, J. & Duddy, R. (1999). Competitive advantage through anticipation, innovation and relationships. Management Decision, 37(1): 51-56.

Ko, W. C. & Chen, L. H. (2014). An approach of new product planning using quality function deployment and fuzzy linear programming model. International Journal of Production Research, 52(6): 1728-1743.

Kwong, C. K., Chen, Y. & Chan, K. Y. (2011). A methodology of integrating marketing with engineering for defining design specifications of new products. Journal of engineering Design, 22(3): 201-213.

Liu, Y., Zhou, J. & Chen, Y. (2014). Using fuzzy non-linear regression to identify the degree of compensation among customer requirements in QFD. Neurocomputing, 142: 115-124.

Mehregan, M.R., Modares Yazdi, M., Hasangholipoor, T., Safari, H. & Dehghan Nazari, M. (2013). Multi Criteria Satisfaction Analysis: Employing and Weak Points of MUSA in Practice (Case of Banking Industry). Industrial Management, 5(1): 139-163. (in Persian)

Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1991). Perceived service quality as a customer-focused performance measure: an empirical examination of organizational barriers using and extended service quality model. Human Resource Management, 30(3): 335-364.

Park, H. S. & Noh, S. J. (2003). Enhancement of web design quality through the QFD approach. Quality control and applied statistics, 48(3): 341-342.

Shahin, A., Vaez Shahrestani, H. & Bagheri Iraj, E. (2014). Proposing an integrated approach of Kano Model and Taguchi Design of Experiments based on Kansei Engineering to product design based on customer needs in the automotive industry. Industrial Management, 6(2): 317-336. (in Persian)