An application of six sigma methodology to enhance leisure service quality

Author:

Chen H. C.,Chen K. S.,Chang T. L.,Hsu C. H.

Publisher

Springer Science and Business Media LLC

Subject

General Social Sciences,Statistics and Probability

Reference19 articles.

1. Albrecht K.: Achieving excellence in service. Train. Dev. J. 39(12), 64–67 (1985)

2. Antony J., Kumar M., Tiwari M.K.: An application of Six Sigma methodology to reduce the engine-overheating problem in an automotive company. Proceedings IMechE Part B: J. Eng. Manuf. 219(8), 633–646 (2005)

3. Babakus E., Mangold W.G.: Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health Serv. Res. 26(6), 767–786 (1992)

4. Behara R.S., Chase R.B.: Service quality deployment: quality service by design. In: Sarin, R.V. (eds) Perspectives in Operations Management: Essays in Honor of Buffa, E.S, Norwell. Kluwer Academic Publisher, Massachusetts (1993)

5. Carman J.M.: Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. J. Retail. 66(1), 33–55 (1990)

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