Quality Management Journal - October 2017 - ASQ

Quality Management Journal - October 2017

Volume 24 • Number 4

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  • Lean Six Sigma Deployment and Maturity Models: A Critical Review *Open Access*
    By Bart A. Lameijer, University of Amsterdam; Jeroen de Mast, University of Amsterdam; and Ronald J.M.M. Does, University of Amsterdam
    The study signals an important need for scientific insight in the process of implementing approaches such as LSS, and for a more effective translation of established theory in organizational development to forms practitioners can use.
  • The Battle for Customer Loyalty: An Examination of Customer Loyalty in the Goods and Services Domain
    By Kwabena G. Boakye, Georgia Southern University; Charles Blankson, University of North Texas; and Victor R. Prybutok, University of North Texas
    Through an empirical study, an interpersonal relationship theory from social psychology, known as the investment model is used to develop a better understanding regarding the drivers of why customers stay loyal with product and service firms.
  • Antecedents of Hypermarket Service Quality in the United Arab Emirates
    By Ahmed R. ElMelegy, Gulf University for Science and Technology; Subramaniam
    Ponnaiyan, American University in Dubai; and Mohamad N. AlNajem, Gulf University for Science and Technology.


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