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Purpose – The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived quality and customer attitudes. Design/methodology/approach – The data base for this study was obtained from a...
Purpose – The purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting. Design/methodology/approach – A mail survey was conducted at a major mobile communications company in mainland China....
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 by a presentation of the key findings obtained from a pilot...
Purpose – Quality improvement is critical to the success of software development organizations. Automated tools can greatly assist in the implementation of quality improvement. The purpose of this paper is to investigate the state of tool support of software process improvement....
Purpose – Many authors have suggested that disruption and associated costs result from poor quality performance in manufacturing. The purpose of this paper is to define and quantify the disruption costs associated with a simple manufacturing scenario using a simulation approach....
Purpose – Condition‐based maintenance (CBM) has increasingly drawn attention in industry because of its many benefits. The CBM problem is a kind of state‐dependent scheduling problem, and is very hard to solve within the conventional Markov decision process framework. The purpose of this...
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