Quality is increasingly becoming the key determinant of demand for goods and services. Managerial philosophy and perceptions shape the overall corporate attitude towards quality and define the parameters for its role as a determinant of competitiveness and performance. Quality of services is...

The service sector of the American economy is expanding very rapidly at a greater than 6 per cent annual growth rate during the 1984‐88 period. The extraordinary growth of the service sector in the last two decades has focused attention on the challenges of effective management of service...

The general practice in implementing an appointment scheduling rule (ASR) is to enforce a certain rule, such as “block appointment”, to schedule customer arrivals in service systems. There are several commonly used ASRs that have been used in such service systems as public and private...

Over the last few years data envelopment analysis (DEA) has been gaining increasing popularity as a performance assessment methodology. DEA has been successfully applied to bank branch performance evaluation. However, most DEA models which have been developed for bank branch performance...

Purpose – Using arguments from the knowledge-based view and resource-based view of the firm, the purpose of this paper is to propose that external knowledge (as measured by a firm’s customer orientation) and internal knowledge management (through human capital development techniques of...

Purpose Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale development for the measurement of service quality in the context of online retail. Design/methodology/approach...

Purpose The main purpose of the study is to find out the customer perception of service quality of banking sectors in Bangladesh and measure their relations with regard to the customer personal characteristics like gender, age, education and occupation. Design/methodology/approach The research...

Purpose – The purpose of this paper is to investigate the impact of layout configurations in a hospital on the implementation of lean management initiatives, to include different units of care. The research concentrated on the impact, the physical distance between dependent units could have on...

Purpose – This study aims to demonstrate a service quality improvement project implemented by the Lean Six Sigma (LSS) methodology to achieve dramatic improvements with respect to service quality and speed in the refund process of the logistics center in Amway Company, Taiwan. It describes in...

Purpose This paper aims to unearth the essential components of Six Sigma for successful deployment and sustainment of service quality in four different organizations in the United Arab Emirates (UAE). More specifically, the paper is intended to determine the motivation to apply Six Sigma, Voice...