Improved service system design using Six Sigma DMAIC for a major US consumer electronics and appliance retailer

International Journal of Retail & Distribution Management

Volumn 36, Issue 12, 2008, Pages 970-994

  Kumar, Sameer ^a   Strandlund, Erika ^a   Thomas, Douglas ^a  

^a UNIVERSITY OF ST THOMAS   (United States)

Author keywords

Cause and effect analysis; Customer service management; Electronics industry; Poka yoke; SERVQUAL; Six sigma

Indexed keywords

EID: 55949121938     PISSN: 09590552     EISSN: None     Source Type: Journal    
DOI: 10.1108/09590550810919388     Document Type: Article

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