Purpose The purpose of this paper is to evaluate the experience of International Organization for Standardization (ISO) 9001 certified companies, examining their motivations to introduce the standard and their perceived benefits and barriers. In parallel, the research investigated the knowledge...

Purpose – The purpose of this paper is to analyze the influence of the motivation to adopt International Standards Organization (ISO) 9001 on both the internalization of the standard, namely the active day-to-day use of its main underlying practices, and the benefits obtained from its...

Purpose – The difficulties in the integration of management systems (MSs) and their relationship with innovation and customer satisfaction are explored by proposing a model that links these three concepts together. Integration, innovation and customer satisfaction are relevant issues for the...

Purpose – This study aims to investigate whether ISO 9001 certification affects and enhances the relationships among customers' perceptions of service recovery and, consequently, customer satisfaction, perceived value and loyalty. In pursuit of this objective, the study also proposes a model...

Purpose – The purpose of this paper is to assess to what extent the loss of the ISO 9001 certification affects the decertified firms’ financial performance. Design/methodology/approach – Using standard event study methods, this paper matches a sample of 143 Portuguese companies that lost...

Purpose – In this article, the authors aim to start from the premise that management system standards (MSSs), such as ISO 9001 or ISO 14001, should not be considered individually, but in conjunction with other systems, because of the similarities and parallelisms among them and the potential...

Purpose – The purpose of this paper is to analyze whether the order or the strategy of management system standards (MSSs) implementation in an organization determines the level of integration of its standardized MSSs. Design/methodology/approach – Groups of organizations that follow...

Purpose – The aim of this study is to compare the diffusion of certifications under two quality management systems (QMSs) in the tourism sector in Spain: the generic ISO 9001 international standard; and the Spanish industry‐specific “Q” standard. Design/methodology/approach – The study...

Purpose – The purpose of this paper is to develop the operational definition of the concept of internalization of ISO 9001, a theoretical construct which until recently had not received the attention it deserves in research on quality management. Design/methodology/approach – Extensive...

Purpose – In recent years, the number of management systems (MSs) has sharply increased. These MSs can be certified with, for example, the quality standard ISO 9001 or the environmental standard ISO 14001 and they can subsequently be integrated into one single, jointly managed system. The main...