The literature on Six Sigma from 417 referred journal articles in business and management
disciplines, information systems and computer science, engineering, healthcare, etc. were …

Purpose–Since its introduction by Motorola in the 1980s, six sigma and its philosophy have
found widespread application in many manufacturing industries. It has also inspired …

This article analyses customer satisfaction with logistics services; however, considerable
attention is paid specifically on their quality. This activity is part of service industry, whose …

Purpose–The purpose of this paper is to critically evaluate the contributions of six sigma
methodology to the improvement of service quality. Since its development in the late 1980s …

Purpose This study aims to delve upon customer satisfaction and service quality within small-
and medium-sized hotels (SMSHs) by using a modified SERVQUAL model …

Long gone are the days where a brand was merely a logo or trademark that distinguished a
company's products from those of competitors. The fastest-growing sectors of the modern …

Purpose–The purpose of this paper is to further investigate the linkages between business
process management (BPM) and customer satisfaction. Also, to challenge the dominance of …

Purpose–The paper seeks to evaluate the drivers of customer satisfaction (CS), specifically
exploring the impact of business process management (BPM) on service quality and CS …

The strict contactless management measures that have been implemented to control the
spread of the COVID-19 pandemic have severely limited the ability of hotel staff to provide …

It is a timely point to extensively review the literature on Six Sigma given the recent
increased research interest. This paper reviews more than 200 Six Sigma papers …