Page 168 - Proceedings-edit-2021_09_20-final
P. 168
© Proceedings of the Ruhuna Quality Assurance Sessions 2021 (RUQAS 2021)
st
21 September 2021
Carmelia, A. and Tishlerb, A. (2004) Resources, capabilities, and the performance of industrial firms:
A multivariate analysis, Managerial and Decision Economics, 25(6-7), p299–315. [online]. Available
at: doi: 10.1002/mde.1192.
Chuang, H., Liu, M. and Chen, Y. (2015) The Effects of Human Resource Capability and Internal
Customer Satisfaction on Organizational Effectiveness, International Journal of Distributed Sensor
Networks,11(7), p1-10.[online]. Available at: doi:org/10.1155/2015/835194.
Cronin Jr, J.J. and Taylor, S.A. (1994) SERVPERF versus SERVQUAL: reconciling performance-
based and perceptions-minus-expectations measurement of service quality, Journal of Marketing,
58(1), p125-131.[online]. Available at:https://doi.org/10.2307/1252256
Cullen, R. (2021) Perspectives on user satisfaction surveys, Library Trends, 49(4), p662-686.
D’Oria, L., Crook, T.R., Ketchen, D.J., Sirmon, D.G. and Wrigh, M. (2021) The evolution of
Resource-Based Inquiry: A review and meta-analytic integration of the strategic resources–actions–
performance pathway, Journal of Management, 47(6), p1383–1429.[online]. Available at: doi:
10.1177/0149206321994182.
European Foundation for Quality Management Excellence, EFQM, [online]. Available at:
https://www.efqm.org/ (Accessed: 10 July 2021)
Grant, R.M. (1996) Prospering in dynamically-competitive environments: organizational capability as
knowledge integration, Organization Science, 7(4), p375-387.
Houbek, Robert L. (2003) Leveraging Our Asset. The Academic Library and Campus Leadership.
Managing Library Finance, 15(2), p54-59.
Julie F., Cooper and Eric A., Cooper (1998) Generational Dynamics and Librarianship: Managing
Generation X Illinois Libraries, 80(1), p16-17. [online]. Available at:
https://www.lib.niu.edu/1998/il980118.html
Kaplan, R.S. & Norton, D.P. (1992) The Balanced Scorecard: Measures that Drive Performance,
Harvard Business Review, January-February, p71-79.
Kump, B., Engelmann, A., Kessler, A. and Schweiger, C. (2019) Toward a dynamic capabilities scale:
Measuring organizational sensing, seizing, and transforming capacities, Industrial and Corporate
Change vol. 28(5), p1149-1172. [online]. Available at: doi:10.1093/icc/dty054.
151