BIBLIOGRAFA

Alvarez, M. (1998) El Liderazgo de la Calidad Total. Espaa: Editorial Escuela

Espaola.
Ardouin, J., Bustos, C., Gay, R. & JarpaM. ( 2000 ). Motivacin y Satisfaccin
Laboral. Motivacin y satisfaccin laboral. Retrieved noviembre 12, 2002 from the
World Wide Web: http: //www.udec.cl/ ~ivalfaro/apsique/labo/motysatis.html
Arrowsmith, J., & McGoldrick A. E. ( 1996 ). HRM service practices: flexibility,
quality and employee strategy. International Journal of Service Industry
Management,7(3), 46-62.
Bateson, J., (2002). Consumer performance and quality in services. Managing
Service Quality,12(4), 206-209.
Beach, D.S. (1980). Personnel The Management of People at Work. (4th ed.).
United States of America. Macmillan Publishing Co.
Bergenhenegouwen, G. J. ( 1996 ). Competence development a challenge for
HRM professionals: core competences of organizations as guidelines for the
development of employees. Journal of European Industrial Training,20 ( 9 ), 29-35.
Boselie, P., & Van der Wiele, T. (2002). Employee perceptions of HRM and
TQM, and the effects on satisfaction and intention to leave. Managing Service
Quality,12(3), 165-172
Chiavenato, I. ( 1994 ) Administracin de recursos humanos ( 2da. ed) Santa F,
Bogot, McGraw Hill IInteramericana.
Chow-Chua C., & Komaran R. (2002). Managing service quality by combining
voice of the service provider and voice of their customers. Managing Service
Quality,12(2),77-86.
Conti, T. (2002). Human and social implications of excellence models: are they
really accepted by the business community?. Managing Service Quality, 12(3), 151-
158.
Davis, K. & Newstrom , J.W. (1999). Comportamiento Humano en el Trabajo.
(10ma. ed.) Mexico. Mc. Graw Hill.
 Dholakia, U.M. (2001). A motivational process model of product involvement and
consumer risk perception. European Journal of Marketing,35(11/12), 1340-1362.
Eskildsen, J.K, & Dahlagaard J.J. (2000). A causal model for employee
satisfaction. Total Quality Management, 11(8), 1081-1094.
Garavan, T. N., Morley, M., & Flynn, M. ( 1997 ). 360 degree feedback: its role
in employee development. Journal of Management Development 16 ( 2 ), 134-147.
Garca, A. (2000). El clima laboral tiene un papel relevante. El clima laboral.
Retrieved Febrero 16, 2003 from the World Wide Web: http://
www.prevencionintegral.com/WinEmpresa/ WE-23/23P39-44.pdf
Gmez-Meja, L.R., Balkin, D. B. & Cardy, R. L. (1997) Gestin de recursos
humanos . Madrid, Prentice Hall.
Hernandez, R. , Fernandez, C. & Baptista, P. (2002) Metodologa de la
Investigacin. (3era Ed.). Mexico, D.F., Mc. Graw Hill.
Hradesky, J. (1995). Total Quality Management Hankbook. United States of
America. Mc. Graw Hill.
Kolb, D., Rubin, I. y Mcintyre, J. (1977) Psicologa de las Organizaciones.
Mxico: Prentince Hall.
Koo, H., Koo, L.C., & Tao, F. K. C. ( 1998 ). Analysing employee attitudes
towards ISO certification. Managing Service Quality 8, ( 5 ), 312-319.
Koontz, H. & Weihrich H. (1998). Administracin. Una perspective Global. (11.
ed). Mexico D.F. Mc. Graw Hill.
London, D., & Higgot, K. ( 1997 ). An employee reward and recognition process.
The TQM Magazine 9 ( 5 ), 328-335.
Martensen, A., & Gronholdt, L. (2002). Using employee satisfaction
meascurement to improve people management: An adaptation of Kano`s quality
types. Total Quality Management, 12(7&8), 949-957.
Martnez, B. (2001). Anlisis del clima laboral: Una herramienta de Gestin
Imprescindible. Anlisis del clima laboral. Retrieved enero 12, 2003 from the World
Wide Web: http://www.kpmg.com.uy/circulares/Recursos%20Humanos/12-
Analisis%20de%20clima%20laboral.htm
 Mayo, A. (2000). The role of employee development in the growth of intellectual
capital. Personnel Review,29(4), 521-533.
Menon, H.G. (1992). TQM In New Product Manufacturing. United States of
America. Mc. Graw Hill.
Oakland, J.S. (1989) Total Quality Management. Oxford, Uk. Cotswold Press Ltd
Reece, B.L. & Brandt, R. (1990) Effective Human Relations in Organizations.( 4th
ed.). United States of America. Houghton Mifflin Co.
Rubio, E. (2002). Reglas de Oro de un buen clima laboral. El mundo. Retrieved
Febrero 16, 2003 from the World Wide Web: http: //www..el-
mundo.es/sudinero/noticias/noti12.html.
Sherman & Chruden. (1984). Managing Human Resources. (7th ed.) Cincinnati,
Ohio. South-Western Publishing.
Sikula, A.F. (2001). Administracin de Personal. Mexico D.F. Limusa S.A. de
C.V.
Simmons, D. E., Shadur, M. A.,& Preston, A. P. ( 1995 ). Integrating TQM and
HRM. Employee Relations,17( 3 ),75-86.
Smyth, H., & Scullion, G. ( 1996 ). HRM and TQM linkages a comparative case
anlisis. International Journal Of Manpower 17 ( 6/7 ), 98-105.
Snape, E., Wilkinson, A., Marchington, & M., Redman, T. ( 1995 ). Managing
human resources for TQM: possiblilities and pitfalls. Employee Relations,17 (3),
42-51.
Stein, D. (2002). Happy Employees = Good Service. Business Source Premier.
22(50), 50-53.
Sureshchandar, G.S., & Rajendran, Ch., & Anantharaman, R.N. (2002). The
relationship between management`s perception of total quality service and customer
perceptions of service quality. Total Quality Management,13(1), 69-88.
Wiley, C. ( 1997 ). GAT motivates employees according to over 40 years of
motivation surveys. International Journal of Manpower 18 ( 3 ), 263-280.
Wood, S., & Peccei, R. ( 1995 ). Does total quality management make a difference
to employee attitudes. Employee Relations 17 ( 3 ), 52-62.