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This study investigates Singaporean millennials’ attitudes toward luxury brands. The research focuses on the financial, functional, individual, and social dimensions of luxury value perception and whether ethnicity influences these dimensions.

The research measures luxury value perception among millennials of the three main ethnic groups in Singapore (Chinese, Indians, and Malays) via more than 200 questionnaires. Data were analyzed through Kruskal-Wallis non-parametric ANOVA and cluster analysis.

Luxury value perception does not vary across ethnicity, with the exception of the financial value dimension. Four market segments of young luxury consumers in Singapore are identified and profiled. These segments do not differ in terms of ethnicity.

Millennials are an evolving and moving population segment, and thus longitudinal analyses would be useful to develop a more comprehensive understanding of this segment.

Ethnicity does not affect luxury value perception. The results of the cluster analysis suggest that luxury companies should address the millennials as a global target sharing the same luxury value perception. At the same time, luxury companies can emphasize some different aspects (i.e., the financial dimension) of their value offer.

The research studies the most interesting market for luxury brands—millennials—in a fast-growing luxury market. It adds knowledge to the previous literature on luxury value perception. This research can guide managers to devise suitable marketing strategies addressing the millennials segment as a global market that has the same set of luxury values worldwide.

The purpose of this paper compares the experience of organizations in Australia and Singapore with respect to the multidimensionality of TQM and its relationship with quality performance and innovation performance.

A survey was initially conducted in Australia and replicated in Singapore using the same questionnaire. We obtained a total of 252 responses, 194 from Australia and 58 from Singapore. The respondents were all middle and senior management who had experience and understandings of their organizations' quality management and innovation activities.

Results of the survey cross‐validate that TQM practices take place along several dimensions. Relatively more organic dimensions such as leadership and people management are related more to innovation performance, whilst more mechanistic dimensions such as customer focus and process management are significantly related to quality performance.

Relatively small sample size, especially that from Singapore limits the generalisation of the findings.

The paper supports the compatibility of the best practices modelled in both Malcolm Baldrige National Quality Award (MBNQA) and Singapore Quality Award (SQA).

The paper presents a comparative analysis on TQM and innovation between the two countries in terms of both descriptive and structural relationships. Specifically, it confirms the construct validity and criterion validity of TQM practices presented in the earlier studies using scientific method.

The purpose of this paper is to investigate the contribution of Asian researchers towards the literature on service science. In achieving this aim, a review of papers published in five top service research journals is carried out.

Papers from the following five service research journals are reviewed: International Journal of Service Industry Management, Journal of Services Marketing, Journal of Service Research, Managing Service Quality, and Service Industries Journal. The review considers all papers published in the journals over a 14‐year period from 1995 to 2008. The abstract and main body of the papers are analyzed for content.

This paper identifies the core contribution of researchers from Asian countries. The top five Asian countries identified are Taiwan, Singapore, Hong Kong, Israel, and South Korea. Also identified are patterns and emphases in service research across different countries.

This paper focuses on five top service research journals over a 14‐year period. Patterns of research emphasis in over 280 publications are analyzed. Further studies can include other journals and/or conferences in service science.

Scholars can benefit from insights into the contribution by Asian researchers in services. Specifically, the paper notes the particular emphases of research from different Asian countries while acknowledging the reach and richness of their contributions.

The main value of this paper is its uniqueness in discussing the contribution of researchers specific to Asian countries in top service journals. This paper provides valuable insights into the nature of academic publishing of Asian researchers in this burgeoning area.

The purpose of this paper is to develop a conceptual framework to facilitate widening the scope of Six Sigma implementation in service organizations.

Using grounded theory methodology, this study develops theory for Six Sigma implementation in service organizations. The study involves a questionnaire survey and case studies to understand and build a conceptual framework. The survey is conducted in service organizations in Singapore and is exploratory. The case studies involved three service organizations which implement Six Sigma. The objective is to explore and understand the issues highlighted by the survey and the literature.

The findings confirm the inclusion of critical success factors, critical‐to‐quality characteristics, and set of tools and techniques as observed from the literature. In the case of key performance indicators (KPI), there are different interpretations about it in the literature and also by industry practitioners. Some literature explains KPIs as performance metrics whereas some feel it as key process input or output variables, which is similar to interpretations by practitioners of Six Sigma. The responses of “not relevant” and “unknown to us” as reasons for not implementing Six Sigma show the need for understanding specific requirements of service organizations.

Though much theoretical description is available about Six Sigma, there has been limited rigorous academic research on it. This gap is far more pronounced about Six Sigma implementation in service organizations, where the theory is not yet mature. Identifying this need, the paper contributes by going through theory building exercise and developing a conceptual framework to understand the issues involving its implementation in service organizations.

Since its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications in service industries. It is felt that there is a need to take stock of the knowledge accumulated in what is now an emerging field of study and look for directions to take the application of six sigma further in services. This article aims to review six sigma application in services along five main themes. The article seeks to draw on these themes to reflect on the wider applicability of six sigma in services.

An analysis of relevant publications, citations and references was carried out using multiple databases. The impact of various key researches in this area is also discussed. The analysis then moves to discussing the necessary factors for success, key performance indicators, critical to quality characteristics, and the benefits and limitations of applying six sigma in services.

The findings are based on analysis done both quantitatively and qualitatively. The quantitative analysis shows that articles on this topic are scattered in various types of publications and there is dominance of a few articles in terms of average citation rate. The qualitative analysis shows that application of six sigma in the service sector is concentrated in a few services. The articles provide parameters to be considered for successful implementation of six sigma and there is some unanimity among articles on these parameters. Overall the literature analysis on this topic shows that six sigma is slowly but surely finding structured and beneficial application in service industries.

The quantitative and qualitative literature analysis provides the knowledge on the five themes discussed in this article. The non‐availability of citations in well‐known databases like SCI Expanded and the inflated citations by probable self‐citations limit the proper interpretation of average citation rate. Further research can be done in expanding the knowledge base on the discussed themes in different types of service industries.

The article provides a theoretical framework consisting mainly of critical success factors, critical to quality characteristics, and key performance indicators as management guidelines to widen the application of six sigma in service industries.

This article contributes with a literature review, an analysis on the articles both quantitatively and qualitatively, and discusses how their contribution can be utilized for further research on this particular topic.

The aim of this research is to explore the implementation of Six Sigma in service organisations. The focus of the investigation is on identifying critical success factors (CSFs), critical‐to quality (CTQ) characteristics, tools and techniques and key performance indicators (KPIs), and also to understand the issues emerging from the implementation process.

Exploratory empirical evidence is provided through four in‐depth case studies of organisations mainly in Singapore. They include a hospital, a public service organisation, a consultancy service and a hotel.

The major findings include an understanding about the suitability of Six Sigma implementation in service organisations. Management support and team member support emerged as primary success factors. The CTQs include time and cost, while use of soft tools instead of rigorous statistical tools are preferred by service organisations. At the project level, KPIs are understood more as CTQs. Additionally; various interesting practical difficulties emerged from the case studies.

A main limitation of this study is the small number of organisations studied and that are mainly from a single geographical location. Furthermore, the exploratory nature of the study demands rigorous in‐depth studies. The practical difficulties identified will have major implications for managers. The framework including the CSFs, CTQs, KPIs, and tools and techniques, will be a useful guide for both practitioners and academicians.

There are limited studies about Six Sigma implementation in service organisations. This paper provides a framework and a paradigm shift from viewing its implementation through a manufacturing lens.

A number of new service development (NSD) tools have been proposed to facilitate NSD processes. Despite the proved values, NSD tools are not used frequently. The purpose of this paper is to investigate the usage pattern of NSD tools and to identify the factors that influence their adoption.

By integrating the theory of planned behaviour (TPB) and the literature on organizational adoption of innovation, a framework was developed. Empirical data from financial institutions in Singapore and Taiwan were collected. Partial least squares was used to test the model comprising both reflective and formative constructs.

The framework shows satisfactory predictive power. Attitude, subjective norm, and perceived behaviour control are significantly related to behaviour intention. Perceived usefulness and perceived ease of use are antecedents of attitude. Competitive pressure influences subjective norm. Perceived behaviour control is determined by compatibility and resource commitment.

TPB can be applied at the firm level by treating the opinion of managers as the proxy of that of the organization. Findings are limited to the small sample size and a focus on only financial services.

Only a small group of NSD tools are used frequently in the firms surveyed. Service firms should pay more attention to the tools available and the factors associated with their adoption.

The paper identifies factors worth noticing when researchers and practitioners develop and implement NSD tools. Also, the data confirmed the appropriateness of the extension of TPB to predict organizational adoption behaviour.

The purpose of this paper is to rigorously devise a new tool that helps analyze and improve NSD processes.

An NSD maturity model (NSDMM) is theoretically developed through a combination of the maturity model concept and findings from NSD success studies.

NSD success factors can be categorized into four management processes – strategy management, process formalization, knowledge management, and customer involvement. Maturity dimensions and levels are further devised for each process. It is hypothesized that a higher capability to handle these processes positively associates with higher NSD performance.

Studies on NSD success factors are often descriptive rather than prescriptive. This research identified four management processes which are important to focus on when implementing NSD projects. It is among the first to apply the maturity model in the service industry. That said, this research needs to be tested empirically.

The proposed NSDMM enables companies to conduct evaluations of their NSD capabilities. By determining the desired maturity levels, companies can engage in continuous improvement so as to calibrate the NSD process.

By integrating the concept of the maturity model and the NSD success studies, NSDMM serves not only as a diagnostic model to assess current NSD practices, but also as a guideline for continuous NSD process improvement.

Since its introduction by Motorola in the 1980s, Six Sigma and its philosophy have found widespread application in many manufacturing and service industries. It is felt that there is a need to take stock of the spread of Six Sigma implementation in service organisations. The purpose of this paper is to investigate five main themes which have emerged from literature and to draw on those themes to reflect on wider applicability of Six Sigma in services.

The study involves two exploratory questionnaire surveys. The small‐scale survey is conducted in service organizations in Singapore. The large‐scale survey was web‐based and involved service organisations throughout the world. The objective is to explore and understand the issues highlighted by the service organisations during Six Sigma implementation.

The findings confirm the inclusion of critical success factors, critical‐to‐quality characteristics, and set of tools and techniques as observed from the literature. In the case of key performance indicators (KPIs), there are different interpretations about them in the literature and also by industry practitioners. Some literature explains KPIs as performance metrics whereas some feel they are key process input or output variables, which is similar to interpretations by practitioners of Six Sigma. The responses of “not relevant” and “unknown to us” as reasons for not implementing Six Sigma show the need for understanding specific requirements of service organizations.

The limited responses from the authors' surveys restrict the possibility of generalising the findings. Therefore, more extensive survey is required. The three‐phase approach with mixed method used in the overall study has been shown to be useful.

Although much theoretical description is available about Six Sigma, there has been limited rigorous academic research on it. This gap is far more pronounced about Six Sigma implementation in service organizations, where the theory is not yet mature. Identifying this need, the paper contributes, by empirical research through surveys, to understand the issues involving Six Sigma implementation in service organizations.