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Improving service quality by capitalising on an integrated Lean Six Sigma methodology
16 references·16 citing·40 second hopsampled
Improving service quality by capitalising on an integrated Lean Six Sigma methodology (2006)Improving service quality by capitalising…The Six Sigma Handbook: A Complete Guide for Green Belts, Black Belts, and Managers at All Levels (2014)The Six Sigma Handbook: A Com…Six-Sigma: the evolution of 100 years of business improvement methodology (2004)Six-Sigma: the evolution of 1…Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions (2003)Lean Six Sigma for Service : …Lean indicators and manufacturing strategies (2001)Lean indicators and manufactu…Implementing Six Sigma: Smarter Solutions Using Statistical Methods (2000)Implementing Six Sigma: Smart…Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations (1999)Six Sigma: The Breakthrough M…Principles of service marketing and management (1999)Principles of service marketi…Lean Thinking-Banish Waste and Create Wealth in Your Corporation. (1997)Lean Thinking-Banish Waste an…Is lean manufacture universally relevant? An investigative methodology (1997)Is lean manufacture universal…From mass production to flexible/agile production (1997)From mass production to flexi…Essentials of Services Marketing (1997)Essentials of Services Market…A Conceptual Model of Service Quality (1988)A Conceptual Model of Service…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A PROOF OF THE QUEUING FORMULA (1961)A PROOF OF THE QUEUING FORMULAA Proof for the Queuing Formula: L = λ W (1961)A Proof for the Queuing Formu…Lean Manufacturing Implementation through DMAIC Approach: A Case Study in the Automotive Industry (2021)Lean Manufacturing Implementa…Why do organizations discontinue Lean Six Sigma initiatives? (2019)Why do organizations disconti…Paradigms in business process management specifications: a critical overview (2018)Paradigms in business process…Six Sigma DMAIC project to improve the performance of an aluminum die casting operation in Portugal (2017)Six Sigma DMAIC project to im…Lean Six Sigma in financial services industry: a systematic review and agenda for future research (2017)Lean Six Sigma in financial s…Road towards Lean Six Sigma in service industry: a multi-factor integrated framework (2016)Road towards Lean Six Sigma i…Can Lean Six Sigma make UK public sector organisations more efficient and effective? (2016)Can Lean Six Sigma make UK pu…Interrelationship between Total Quality Management and Six Sigma: A Review (2015)Interrelationship between Tot…Improving university facilities services using Lean Six Sigma: a case study (2015)Improving university faciliti…Six Sigma methodology: a structured review (2014)Six Sigma methodology: a stru…Influences of TPM, TQM, Six Sigma practices on firms performance in Jordan (2014)Influences of TPM, TQM, Six S…Root cause analysis, Lean Six Sigma and test of hypothesis (2013)Root cause analysis, Lean Six…Improvement of claim processing cycle time through Lean Six Sigma methodology (2013)Improvement of claim processi…Six Sigma, organizational learning and innovation (2012)Six Sigma, organizational lea…Lean Six Sigma methodology and application (2011)Lean Six Sigma methodology an…Integration of Lean Six‐Sigma with ISO 9001:2008 standard (2011)Integration of Lean Six‐Sigma…The machine that changed the world (1992)Lean Thinking—Banish Waste and Create Wealth in your Corporation (1997)The strategy-focused organization (2001)Do green supply chains lead to competitiveness and economic performance? (2005)Implementing lean production systems: research areas and opportunities for future studies (2013)Application of fuzzy VIKOR for evaluation of green supply chain management practices (2014)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Classifying Services to Gain Strategic Marketing Insights (1983)Service Management: Strategy and Leadership in Service Businesses. (1985)Expert systems: the next challenge for managers (1986)UNTANGLING THE RELATIONSHIPS BETWEEN DISPLAYED EMOTIONS AND ORGANIZATIONAL SALES: THE CASE OF CONVENIENCE STORES. (1988)Privacy: Recognition of a Consumer Right (1991)An Attitude-Behavior Model of Salespeople's Customer Orientation (2005)Atmospherics as a Marketing Tool (1974)A Service‐Orientated Approach to Marketing of Services (1978)The Nature and Determinants of Customer Expectations of Service (1993)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Process Management and Technological Innovation: A Longitudinal Study of the Photography and Paint Industries (2002)Exploitation, Exploration, and Process Management: The Productivity Dilemma Revisited (2003)Ambidexterity and Performance in Small-to Medium-Sized Firms: The Pivotal Role of Top Management Team Behavioral Integration (2006)Managing Service Organizations: Does Having a “Thing” Make a Difference? (2002)Information Sources for Travel Decisions: Toward a Source Process Model (2004)Web reviews influence on expectations and purchasing intentions of hotel potential customers (2013)Introduction to Monte Carlo simulation (2008)The evolving theory of quality management: The role of Six Sigma (2008)How to improve R&D productivity: the pharmaceutical industry's grand challenge (2010)An Equilibrium Queuing Model of Bribery (1985)An exploration towards a production theory and its application to construction (2000)Lean manufacturing: context, practice bundles, and performance (2002)Defining and developing measures of lean production (2007)A literature and practice review to develop sustainable business model archetypes (2013)Implementing the Lean Sigma framework in an Indian SME: a case study (2006)Total Survey Error: Design, Implementation, and Evaluation (2010)An analysis of the Six Sigma DMAIC method from the perspective of problem solving (2012)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 1961A Proof for the Queuing Formula: L = λ W2,777 cited
  • 1997Lean Thinking-Banish Waste and Create Wealth in Your Corporation.1,836 cited
  • 1999Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations774 cited
  • 2000Implementing Six Sigma: Smarter Solutions Using Statistical Methods772 cited
  • 1999Principles of service marketing and management687 cited
  • 1988A Conceptual Model of Service Quality579 cited
  • 2014The Six Sigma Handbook: A Complete Guide for Green Belts, Black Belts, and Managers at All Levels578 cited
  • 2001Lean indicators and manufacturing strategies397 cited
  • 2004Six-Sigma: the evolution of 100 years of business improvement methodology269 cited
  • 2003Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions265 cited
  • 1961A PROOF OF THE QUEUING FORMULA259 cited
  • 1997From mass production to flexible/agile production243 cited
  • 1997Essentials of Services Marketing209 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 1997Is lean manufacture universally relevant? An investigative methodology169 cited
  • Cited by

    • 2016Road towards Lean Six Sigma in service industry: a multi-factor integrated framework95 cited
    • 2016Can Lean Six Sigma make UK public sector organisations more efficient and effective?90 cited
    • 2011Lean Six Sigma methodology and application84 cited
    • 2017Lean Six Sigma in financial services industry: a systematic review and agenda for future research64 cited
    • 2013Root cause analysis, Lean Six Sigma and test of hypothesis62 cited
    • 2014Six Sigma methodology: a structured review61 cited
    • 2019Why do organizations discontinue Lean Six Sigma initiatives?60 cited
    • 2011Integration of Lean Six‐Sigma with ISO 9001:2008 standard57 cited
    • 2015Improving university facilities services using Lean Six Sigma: a case study56 cited
    • 2013Improvement of claim processing cycle time through Lean Six Sigma methodology50 cited
    • 2012Six Sigma, organizational learning and innovation49 cited
    • 2021Lean Manufacturing Implementation through DMAIC Approach: A Case Study in the Automotive Industry45 cited
    • 2018Paradigms in business process management specifications: a critical overview42 cited
    • 2014Influences of TPM, TQM, Six Sigma practices on firms performance in Jordan37 cited
    • 2017Six Sigma DMAIC project to improve the performance of an aluminum die casting operation in Portugal36 cited
    • 2015Interrelationship between Total Quality Management and Six Sigma: A Review33 cited