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McNAUGHTON, B. et al. Designing an evaluation framework for IT service
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POLLARD, C.; CATER-STEEL, A. Justifications, strategies, and critical success factors in successful ITIL implementations in U.S. and Australian Companies: an exploratory study. Information Systems Management, v. 26, n.
2, p. 164-175, 2009.
TUTTLE, B.; VANDERVELDE, S. D. An empirical examination of CobiT as an internal control framework for information technology. International Journal of Accounting Information Systems, v. 8, n. 4, p. 240-263, 2007.
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WIXOM, B. H.; TODD, P. A. A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, v. 16, n. 1, p. 85-102,
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