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Applying Six-Sigma in the Service Industry: A Review and Case Study in Call Center Services
16 references·0 citing·39 second hop
Applying Six-Sigma in the Service Industry: A Review and Case Study in Call Center Services (2006)Applying Six-Sigma in the Service Industr…Six Sigma: literature review and key future research areas (2006)Six Sigma: literature review …Six Sigma: concepts, tools, and applications (2005)Six Sigma: concepts, tools, a…Service quality models: a review (2005)Service quality models: a rev…Assessing readiness for six sigma in a service setting (2005)Assessing readiness for six s…The Four Service Marketing Myths (2004)The Four Service Marketing My…Six Sigma in the UK service organisations: results from a pilot survey (2004)Six Sigma in the UK service o…Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations (2001)Six Sigma: The Breakthrough M…Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations (1999)Six Sigma: The Breakthrough M…Service quality: a tutorial (1998)Service quality: a tutorialService Quality (1994)Service QualityTowards a Classification of Service Processes (1992)Towards a Classification of S…The management and control of quality (1989)The management and control of…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)An analysis of the e‐service literature: towards a research agenda (2006)What accounts for students' loyalty? Some field study evidence (2007)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Advertising as Information (1974)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)The Behavioral Consequences of Service Quality (1996)Quality-Control Handbook. (1952)What is total quality control the japanese way (1985)A framework for the dimensions of quality in higher education (1996)Measuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)Destination service quality, affective image and revisit intention: The moderating role of past experience (2015)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Mass customization: The new frontier in business competition (1999)Marketing management: analysis. planning. implementation and control (2000)Evolving to a New Dominant Logic for Marketing (2003)Whither Services Marketing? (2004)Contextualization and value-in-context: How context frames exchange (2011)Service-dominant logic 2025 (2016)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)Responsibility: The new business imperative (2002)Extending the Horizons: Environmental Excellence as Key to Improving Operations (2006)The Effect of Training on Employee Performance (2013)Service Businesses and Productivity* (2004)The validity of the SERVQUAL and SERVPERF scales (2007)Performance effects of IT capability, service process innovation, and the mediating role of customer service (2011)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1989The management and control of quality1,627 cited
  • 2004The Four Service Marketing Myths1,339 cited
  • 2005Service quality models: a review1,007 cited
  • 1999Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations774 cited
  • 1994Service Quality591 cited
  • 1992Towards a Classification of Service Processes524 cited
  • 2001Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations358 cited
  • 2005Six Sigma: concepts, tools, and applications323 cited
  • 2004Six Sigma in the UK service organisations: results from a pilot survey281 cited
  • 1998Service quality: a tutorial205 cited
  • 2005Assessing readiness for six sigma in a service setting164 cited
  • 2006Six Sigma: literature review and key future research areas

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