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International Journal of Lean Six Sigma, Vol. 4, Iss. 2, 2013-05 ,pp. : 141-170

Emerald Group Publishing Ltd

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Positioning Six Sigma within the quality management agenda: a conceptual framework

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Inderscience Publishers

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SERVQUAL revisited: a critical review of service quality

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Journal of Services Marketing, Vol. 10, Iss. 6, 1996-12 ,pp. : 62-81

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Improved service system design using Six Sigma DMAIC for a major US consumer electronics and appliance retailer

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International Journal of Retail & Distribution Management, Vol. 36, Iss. 12, 2008-11 ,pp. : 970-994

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Defect control analysis for improving quality and productivity: an innovative Six Sigma case study

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International Journal of Quality and Innovation, Vol. 1, Iss. 3, 2011-05 ,pp. : 259-282

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