استراتژی‌های مدیریت کیفیت خدمات با رویکرد ارتقای حکمرانی هوشمند منابع انسانی: شناسایی و اولویت‌بندی ابعاد تعیین‌کننده آن (مطالعه موردی: دادگستری ایلام)

Abdellatief, M., & Aloatibi, R. (2026). From intelligence to trust: Evaluating AI-powered service quality for user satisfaction and continuance in mHealth. Statistics, Optimization & Information Computing, 15(1), 295-310. https://doi.org/10.19139/soic-2310-5070-3032

Ahmadi, A., Rahimi Nik, A., & Momeni, M. (2023). Presenting and Testing a Service Quality Management Model for Restaurant Management in an Islamic Society. New Approaches in Global Management and Islamic Governance, 9(3), 23-40.

Aisyah, S., Juniadi, D., Pasaribu, D., Hakim, N. A. T. U., & Fadiyah, D. (2024). Digital Government: Efforts and Problems in the Realization of Smart Governance. Proceedings of the 1st International Conference on Law, Social, and Political Science (ICSP 2023),

Al-Zoubi, Z., Qablan, A., Issa, H. B., Bataineh, O., & Al Kaabi, A. M. (2023). The Degree of Implementation of Total Quality Management in Universities and Its Relationship to the Level of Community Service from the Perspectives of Faculty Members. Sustainability, 15(3), 2404.

Ali, S., Razak, N. A. B. A., & Sajjid, N. (2024). Impact of Domestic Migration and Smart Governance on Quality of Life: Mediating Role of Emotional and Physical Well-Being. International Journal of Services, Economics and Management, 15(2), 136-157.

Astawa, I. P. P. (2023). E-Government: Integrated, Fast, Certain and Easy Public Service Quality Management in Bali. Management and Applied Social Studies Review, 1(1), 29-35.

Barney, J. B. (2024). Resources, Capabilities, Core Competencies, Invisible Assets, and Knowledge Assets: Label Proliferation and Theory Development in the Field of Strategic Management. In The SMS Blackwell Handbook of Organizational Capabilities (pp. 422-426).

Berry, S. (2024). Hospital Reform in Bulgaria and Estonia: What Is Rational and What Is Not? James Publishing.

Furtado, L. S., da Silva, T. L. C., Ferreira, M. G. F., de Macedo, J. A. F., & Cavalcanti, J. K. D. M. L. (2023). A Framework for Digital Transformation towards Smart Governance: Using Big Data Tools to Target SDGs in Ceara, Brazil. Journal of Urban Management, 12(1), 74-87.

Gheyravani, G., Montazeri, M., & Zahedi, S. a.-S. (2023). Presenting a Smart Governance Model with a Focus on Human Resource Development and Training in the Public Sector. Management and Educational Perspective, 5(1), 111-141.

Jamshidi, A., & Raadi, V. (2024). Investigating the Effect of Cost Reduction and Business Strategy on Human Resource Outsourcing Practices. Fifth International Conference on Economics and Management, Tehran, Iran.

Kazem Nasab, S. (2021). Identifying the Dimensions and Components of Smart Governance in Iran. Eighth National Congress on New Findings in Management and Industrial Engineering with Emphasis on Capability and Competitive Intelligence, Tehran.

Liao, K., & Sato, Y. (2026). Digital service quality factors in next-generation banking. Journal of Digital Finance, 12(1), 15-37.

Liu, H. C., Liu, R., Gu, X., & Yang, M. (2023). From Total Quality Management to Quality 4.0: A Systematic Literature Review and Future Research Agenda. Frontiers of Engineering Management, 10(2), 191-205.

Lyall, E. S., & Abeysinghe, N. (2018). Drawing in or Ruling Out Family? The Evolution of the Family Systems Approach in Sri Lanka. In Family Systems and Global Humanitarian Mental Health (pp. 99-121). Springer.

Milward, A. I. (2019). Beyond the Arbitral Ruling: A Transboundary Environmental Impact Assessment in the South China Sea. Asian Journal of International Law, 9(2), 251-274.

Moazzeni, M., & Pirhayati, A. (2023). Human Resources: The Effect of Good Governance Empowerment on Employee Service Quality Management with the Mediating Role of Monitoring and Evaluation: Case Study of Hamedan Province Telecommunication Company. Ninth National Conference on New Findings in Science and Technology with a Focus on Computer, Management, and Accounting, Tehran, Iran.

Ngo, T. T. A., An, G. K., Dao, D. K., Nguyen, N. A., & Phong, B. H. (2025). Roles of Logistics Service Quality in Shaping Generation Z Customers’ Repurchase Intention and Electronic Word of Mouth in E-Commerce Industry. PLoS One, 20(5), e0323962. https://doi.org/10.1371/journal.pone.0323962

Norouzi, N. (2023). Investigating the Effect of Service Quality Management on Financial Performance Sustainability with the Mediating Role of Service Innovation: Case Study of Urmia Municipality. Sixth International Conference on Management, Accounting, Banking, and Economics of Iran, Mashhad, Iran.

Ranjan, J., & Kadam, S. (2025). Analysis of Customer satisfaction, Service Quality and Scope of Knowledge Sharing in Retail Branch Banking of Small and Medium Enterprises in India. https://ijmec.org.in/index.php/ijmec/article/view/139

Ruijer, E., Van Twist, A., Haaker, T., Tartarin, T., Schuurman, N., Melenhorst, M., & Meijer, A. (2023). Smart Governance Toolbox: A Systematic Literature Review. Smart Cities, 6(2), 878-896.

Salarzehi, H. (2021). Exploring the Antecedents and Consequences of Good Smart Governance Using a Fuzzy Delphi Approach. Iranian Journal of Information and Communication Technology, 14(51), 1-17.

Samadipour, A., Bani Asadi, N., & Kavousi, E. (2025). Identifying and Explaining the Components of Educational Service Quality Evaluation in Universities. Cultural Sociology Research, 1, 69-106.

Soelton, M., Noermijati, N., Rohman, F., & Mugiono, M. (2023). To Improve the Quality Management of Children Welfare Institutions and Provide Better Services. Calitatea, 24(195), 295-302.

Soleimani, E., & Ahmadi, M. (2020). Examining the Relationship between Ergonomics Levels and Human Resource Empowerment in Quality Management of Customer Service Delivery. Fourth International Conference on Mechanical, Industrial and Aerospace Engineering, Hamedan, Iran.

Torabi, O., & Farrokhi, M. (2022). A Conceptual Model of Smart Governance. Second International Conference on Management Laboratory and Innovative Approaches in Management and Economics, Tehran.

Tsai, C. M., Huang, Y.-W., & Lou, K. R. (2025). The Effects of Service Quality, Brand Loyalty, and Customer Satisfaction on Repurchase Intention: An Empirical Case Study of Online Travel Agents in Taiwan. Asia Pacific Viewpoint, 66(1), 73-84. https://doi.org/10.1111/apv.12438

Wang, R., Jun, M., & Palacios, S. (2024). M-Shopping Service Quality Dimensions and Their Effects on Customer Trust and Loyalty: An Empirical Study. International Journal of Quality & Reliability Management, 40(1), 169-191.