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Primary data were collected through a number of in-depth interviews with managers and quality experts.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>\u2013 The analysis of qualitative data gathered through in-depth interviews with managers in all three cases resulted in the emergence of variety of critical success factors (CSFs) regarding L6<jats:italic>\u03c3<\/jats:italic>implementation in service industry. As it can be seen the great majority of the factors have been identified in all three cases. Moreover the analysis shows that there are two categories of factors emerged.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>\u2013 This study has four major contributions. First, it provides an intergraded multi-factor framework regarding the implementation of L6<jats:italic>\u03c3<\/jats:italic>in service industry. In particular, this study contributes with three more particular factors that influence the implementation of L6<jats:italic>\u03c3<\/jats:italic>in services, namely, top-management active involvement, HR support activities, and practices and systems. Second, it focusses on the responses of managers, who play the critical role in the adoption of L6<jats:italic>\u03c3<\/jats:italic>. Third, supports and expands current literature on the key success factors of L6<jats:italic>\u03c3<\/jats:italic>application. Finally, it provides future ideas to explore and develop more the suggested L6<jats:italic>\u03c3<\/jats:italic>framework.<\/jats:p><\/jats:sec>","DOI":"10.1108\/bpmj-08-2015-0118","type":"journal-article","created":{"date-parts":[[2016,7,27]],"date-time":"2016-07-27T09:50:09Z","timestamp":1469613009000},"page":"812-834","source":"Crossref","is-referenced-by-count":48,"title":["Road towards Lean Six Sigma in service industry: a multi-factor integrated framework"],"prefix":"10.1108","volume":"22","author":[{"given":"Loukas K","family":"Tsironis","sequence":"first","affiliation":[]},{"given":"Alexandros G.","family":"Psychogios","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2020121422284812300_b2","doi-asserted-by":"crossref","unstructured":"Abdullah, M.M. , Uli, J. and Tari, J.J. 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