{"id":"https://openalex.org/W2069716933","doi":"https://doi.org/10.1504/ijpqm.2011.040544","title":"Six Sigma for services: a service quality framework","display_name":"Six Sigma for services: a service quality framework","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W2069716933","doi":"https://doi.org/10.1504/ijpqm.2011.040544","mag":"2069716933"},"language":"en","primary_location":{"id":"doi:10.1504/ijpqm.2011.040544","doi":"https://doi.org/10.1504/ijpqm.2011.040544","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijpqm.2011.040544","pdf_url":null,"source":{"id":"https://openalex.org/S83511262","display_name":"International Journal of Productivity and Quality Management","issn_l":"1746-6474","issn":["1746-6474","1746-6482"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Productivity and Quality Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Joao S. Neves","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I64281891","display_name":"The College of New Jersey","ror":"https://ror.org/02nx5r318","country_code":"US","type":"education","lineage":["https://openalex.org/I64281891"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Joao S. Neves","raw_affiliation_strings":["Department of Management, The College of New Jersey, Ewing, NJ 08628-0718, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management, The College of New Jersey, Ewing, NJ 08628-0718, USA","institution_ids":["https://openalex.org/I64281891"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5023404739","display_name":"Behnam Nakhai","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I104651037","display_name":"Millersville University","ror":"https://ror.org/02x2aj034","country_code":"US","type":"education","lineage":["https://openalex.org/I104651037"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Behnam Nakhai","raw_affiliation_strings":["Department of Business Administration, Millersville University of Pennsylvania, Millersville, PA 17551-0302, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Millersville University of Pennsylvania, Millersville, PA 17551-0302, USA","institution_ids":["https://openalex.org/I104651037"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":6.4851,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.95684373,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"7","issue":"4","first_page":"463","last_page":"463"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.44119998812675476,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.44119998812675476,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12905","display_name":"Management Systems and Quality Improvement","score":0.2728999853134155,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.1981000006198883,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/six-sigma","display_name":"Six Sigma","score":0.9919999837875366},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8769999742507935},{"id":"https://openalex.org/keywords/service-quality-model","display_name":"service quality model","score":0.7070000171661377},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8489999771118164},{"id":"https://openalex.org/keywords/quality-function-deployment","display_name":"quality function deployment","score":0.9890000224113464},{"id":"https://openalex.org/keywords/dmaic","display_name":"DMAIC","score":0.9139999747276306},{"id":"https://openalex.org/keywords/service-sector","display_name":"service sector","score":0.5389999747276306},{"id":"https://openalex.org/keywords/quality-improvement-methods","display_name":"quality improvement methods","score":0.699999988079071}],"concepts":[{"id":"https://openalex.org/C23119410","wikidata":"https://www.wikidata.org/wiki/Q236908","display_name":"Six Sigma","level":3,"score":0.9085274934768677},{"id":"https://openalex.org/C86992474","wikidata":"https://www.wikidata.org/wiki/Q763591","display_name":"Quality function deployment","level":3,"score":0.7389377355575562},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6079521179199219},{"id":"https://openalex.org/C205400985","wikidata":"https://www.wikidata.org/wiki/Q380179","display_name":"DMAIC","level":4,"score":0.5577985048294067},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5418272018432617},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5354476571083069},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.533297061920166},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5169810056686401},{"id":"https://openalex.org/C161272170","wikidata":"https://www.wikidata.org/wiki/Q289076","display_name":"Design for Six Sigma","level":4,"score":0.4980902671813965},{"id":"https://openalex.org/C105339364","wikidata":"https://www.wikidata.org/wiki/Q2297740","display_name":"Software deployment","level":2,"score":0.4889315664768219},{"id":"https://openalex.org/C2776916960","wikidata":"https://www.wikidata.org/wiki/Q637156","display_name":"Warrant","level":2,"score":0.4364233613014221},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.40661874413490295},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3923695683479309},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.35062092542648315},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.27549293637275696},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.19663497805595398},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.09601834416389465},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C71822192","wikidata":"https://www.wikidata.org/wiki/Q1067270","display_name":"Value engineering","level":2,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1504/ijpqm.2011.040544","doi":"https://doi.org/10.1504/ijpqm.2011.040544","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijpqm.2011.040544","pdf_url":null,"source":{"id":"https://openalex.org/S83511262","display_name":"International Journal of Productivity and Quality Management","issn_l":"1746-6474","issn":["1746-6474","1746-6482"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Productivity and Quality Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:ids:ijpqma:v:7:y:2011:i:4:p:463-483","doi":null,"is_oa":false,"landing_page_url":"http://www.inderscience.com/link.php?id=40544","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W66592817","https://openalex.org/W560972492","https://openalex.org/W578328133","https://openalex.org/W1222041127","https://openalex.org/W1535152240","https://openalex.org/W1546887271","https://openalex.org/W1566795087","https://openalex.org/W1585155070","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1964957825","https://openalex.org/W1965516122","https://openalex.org/W1968629566","https://openalex.org/W1971974359","https://openalex.org/W1973392338","https://openalex.org/W1975246714","https://openalex.org/W1976657012","https://openalex.org/W1978684417","https://openalex.org/W1979522819","https://openalex.org/W1979907230","https://openalex.org/W1984269445","https://openalex.org/W1994046413","https://openalex.org/W2011728493","https://openalex.org/W2014672052","https://openalex.org/W2023342502","https://openalex.org/W2026129220","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2036376382","https://openalex.org/W2036796144","https://openalex.org/W2046233063","https://openalex.org/W2049874770","https://openalex.org/W2065294232","https://openalex.org/W2066194786","https://openalex.org/W2069279746","https://openalex.org/W2075837734","https://openalex.org/W2080469520","https://openalex.org/W2080938273","https://openalex.org/W2081681894","https://openalex.org/W2083259827","https://openalex.org/W2084780111","https://openalex.org/W2088677036","https://openalex.org/W2090606212","https://openalex.org/W2094013842","https://openalex.org/W2120523603","https://openalex.org/W2127393864","https://openalex.org/W2128289823","https://openalex.org/W2132003085","https://openalex.org/W2141314788","https://openalex.org/W2161708910","https://openalex.org/W2164777079","https://openalex.org/W2175227141","https://openalex.org/W2316110746","https://openalex.org/W2793788430","https://openalex.org/W2900026361","https://openalex.org/W2994374228"],"related_works":["https://openalex.org/W2023342502","https://openalex.org/W2086200415","https://openalex.org/W2066194786","https://openalex.org/W2164777079","https://openalex.org/W4410291157","https://openalex.org/W769175717","https://openalex.org/W2884451332","https://openalex.org/W4402014235","https://openalex.org/W2375547359","https://openalex.org/W2147601376"],"abstract_inverted_index":{"Six":[0,46,68,91,107],"Sigma":[1,47,69,92,108],"is":[2,48,111],"an":[3],"effective":[4,50],"quality":[5,128,131],"improvement":[6],"methodology":[7,109],"that":[8,44,56,110],"has":[9],"been":[10],"applied":[11],"numerous":[12],"times":[13],"in":[14,25,51,95],"the":[15,21,26,65,74,90,122,126,136,148],"service":[16,53,70,78,127],"industry.":[17],"Alas,":[18],"most":[19],"of":[20,117,125,151],"successful":[22],"applications":[23,71],"reported":[24],"literature":[27,66],"focus":[28],"on":[29,67,77,113,121],"manufacturing-like":[30],"settings,":[31,54],"i.e.":[32],"highly":[33],"repetitive":[34],"services":[35,98],"with":[36],"low":[37],"behaviour":[38],"and":[39,72,120,135],"psychological":[40],"components.":[41],"This":[42,62],"suggests":[43],"either":[45],"not":[49,100],"many":[52],"or":[55],"other":[57],"methodologies":[58],"provide":[59],"better":[60,146],"results.":[61,103],"paper":[63],"reviews":[64],"analyses":[73],"research":[75],"findings":[76],"quality.":[79],"Services":[80],"have":[81],"specific":[82,149],"characteristics":[83],"which":[84],"warrant":[85],"a":[86,106,114],"differentiated":[87],"approach;":[88],"applying":[89],"tools":[93],"used":[94],"manufacturing":[96],"to":[97,145],"will":[99],"produce":[101],"optimal":[102],"We":[104],"propose":[105],"based":[112],"broad":[115],"understanding":[116],"customer":[118],"satisfaction":[119],"five":[123],"gaps":[124],"model.":[129],"The":[130],"function":[132],"deployment":[133],"model":[134],"define":[137],"measure":[138],"analyse":[139],"improve":[140],"control":[141],"process":[142],"are":[143],"adapted":[144],"suit":[147],"nature":[150],"services.":[152]},"counts_by_year":[{"year":2020,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":7}],"updated_date":"2026-09-27T08:07:27.782135","created_date":"2016-06-24T00:00:00"}
