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Contact centre service excellence : a proposed conceptual framework
Surya Dharamdass; Fernando, Yudi - In: International journal of services and operations management 29 (2018) 1, pp. 18-41
Persistent link: https://www.econbiz.de/10011849891
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Improving the quality and yield in the casting of compressor pulley through the application of total failure mode and effects analysis
Senthilmurugan, P. R.; Jegadheesan, C.; Devadasan, S. R. - In: International journal of services and operations management 29 (2018) 1, pp. 42-58
Persistent link: https://www.econbiz.de/10011849892
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Service gap deployment : a framework to link quality gaps to service activities
Franceschini, Fiorenzo; Mastrogiacomo, Luca - In: International journal of services and operations management 29 (2018) 1, pp. 85-99
Persistent link: https://www.econbiz.de/10011849897
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Modelling of barriers and initiatives of continuous improvement approach for enhancing the performance of SMEs of Northern India
Jagdeep Singh; Harwinder Singh - In: International journal of services and operations management 29 (2018) 2, pp. 184-213
Persistent link: https://www.econbiz.de/10011849908
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Performance evaluation of TQM attainment in Indian manufacturing sector
Gupta, Vineet; Garg, Dixit; Kumar, Raj - In: International journal of services and operations management 29 (2018) 2, pp. 214-235
Persistent link: https://www.econbiz.de/10011849912
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Failure analysis of automobile spares in a manufacturing supply chain distribution centre using Six Sigma DMAIC framework
Srinivas, S. Srivatsa; Sreedharan, V. Raja - In: International journal of services and operations management 29 (2018) 3, pp. 359-372
Persistent link: https://www.econbiz.de/10011849976
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Is personality a key element of Six Sigma project success?
Witt, Phillip W.; Baker, Timothy; Ashley, Nancy W.; … - In: International journal of services and operations management 27 (2017) 4, pp. 472-523
Persistent link: https://www.econbiz.de/10011818630
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Scales for measuring mobile service quality : a literature review and identification of key dimensions
Heo, Jun-Yeon; Lim, Chie-Hyeon; Kim, Kwang-jae - In: International journal of services and operations management 27 (2017) 4, pp. 524-548
Persistent link: https://www.econbiz.de/10011818634
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Total quality management and quality certification : effects in organisational performance
Antunes, Marina Godinho; Quirós, Joaquín Texeira; … - In: International journal of services and operations management 29 (2018) 4, pp. 439-461
Persistent link: https://www.econbiz.de/10011878292
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Importance of SERVQUAL dimensions in leveraging service quality in insurance industry from the perspective of different cultural and socioeconomic environment : a SEM approach
Kumar, R. Meikanda Ganesh; Jothimurugan, T.; Anbuoli, P. - In: International journal of services and operations management 30 (2018) 1, pp. 98-119
Persistent link: https://www.econbiz.de/10011878423