... theoretical contribution of this research stems from the development of a banking COQ model which represents a pioneer effort at quantifying quality costs in financial institutions. Originality/value This is a unique attempt at using a product performance approach in service industry and also a rare...

...Giovanni Mangiarotti; Cesare A.F. Riillo Purpose – The research empirically investigates the firm-level impact of ISO 9000 certification on innovation propensity. The study aims to distinguish between manufacturing and service sectors and adopts different innovation definitions aimed at capturing...

...Jiju Antony; Alexandros G. Psychogios; Jane Atanasovski; Loukas K. Tsironis Purpose The purpose of this paper is to investigate issues related to the application of Lean Six Sigma (L6σ) in a service industry. By adopting a case‐study approach this paper analytically explores the critical success...

...Olga Godlevskaja; Jos van Iwaarden; Ton van der Wiele Purpose This paper aims to propose a framework that can be used for analysing services in the automotive industry. Design/methodology/approach Existing categorisation schemes for services are investigated and evaluated in terms...

...Jiju Antony; Frenie Jiju Antony; Maneesh Kumar; Byung Rae Cho Purpose Six sigma has received considerable attention over the last four years in the UK service sector. The purpose of this paper is to present a review of the literature on six sigma as applied to the service industry, followed...