ISO 9000 and quality emphasis ‐ An empirical study of front‐room versus back‐room dominant service industries

This paper examines whether ISO 9000 certification benefits service firms in terms of their financial performance and promotes sustainable improvement. We argue that in a developing country setting such as China, the massive benefits brought by the signalling effect of the certification can discourage firms’ motivation to fully implement the standard of certification and lead to the decline of investment on productivity-improving activities. In other words, the certification may have negative effects on the productivity of certified firms. We investigate 89,024 firms in Chinese service industries to assess the impacts of the certification on sales, productivity and profitability of these firms. To address the potential selection bias of ISO 9000 certification, the Propensity Score Matching method and Coarsened Exact Matching method were used. Our key findings are that the ISO 9000 certification does help to increase the total amount of sales, but it decreases the productivity and profitability of these certified service firms. We also find that earlier certifiers seem to gain larger advantage in sales but more reduction in productivity, and firms with higher level of technology intensity seem to obtain a larger increase in sales and less productivity loss after receiving their ISO 9000 certification.

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Corporate reputations in different service industries - results of an empirical study in Germany

Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. ◽

10.1109/icsssm.2005.1500255 ◽

2005 ◽

Cited By ~ 1

Author(s):

K.-P. Wiedmann ◽

C. Boecker

Keyword(s):

Empirical Study ◽

Service Industries

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Managing innovation and creativity in organizations: an empirical study of service industries in Taiwan

Service Business ◽

10.1007/s11628-013-0201-2 ◽

2013 ◽

Vol 8 (2) ◽

pp. 313-335 ◽

Cited By ~ 14

Author(s):

Chung-Jen Wang ◽

Chang-Yen Tsai

Keyword(s):

Empirical Study ◽

Service Industries ◽

Managing Innovation

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The moderating effect of motivations on the relationship between obtaining ISO 9001 certification and organizational performance

The TQM Journal ◽

10.1108/tqm-05-2014-0042 ◽

2015 ◽

Vol 27 (5) ◽

pp. 503-518 ◽

Cited By ~ 16

Author(s):

Changiz Valmohammadi ◽

Mohsen Kalantari

Keyword(s):

Organizational Performance ◽

Structural Equation ◽

Iso 9000 ◽

Equation Model ◽

Service Industries ◽

Iso 9001 ◽

Manufacturing Companies ◽

Cross Sectional ◽

Content Type ◽

The Relationship

Purpose – The purpose of this paper is threefold, first to investigate if ISO 9001 certified companies in an Iranian province (Kermanshah) perform better than non-certified ISO 9001. Second, what is the main motivation of the manufacturing companies of Kermanshah province on obtaining ISO 9001 certification, i.e., internal or external motivations. And finally, if ISO 9001 certified companies with high scores of internal motivations, show better levels of performance in comparison with certified companies obtaining low scores of internal motivations. Design/methodology/approach – A survey questionnaire was distributed to the 350 companies with ISO 9000 certification, and a total of 287 usable responses were returned. Using a structural equation model, this study empirically examines the relationship between ISO 9000 implementation and firm performance, and the moderating role of firm motivation on organizational performance. Findings – The results demonstrate that ISO 9001 certified companies show better organizational performance than non-certified ISO 9001 companies and internal motivations play more important role on obtaining ISO 9001 certificate than external motivations. Also ISO 9001 certified companies with high scores of internal motivations show better levels of performance than those ISO 9001 certified companies with low scores of internal motivations. Research limitations/implications – The sample is restricted to only a single region and manufacturing, so it would be strongly recommended that data be gathered from various parts of Iran including both manufacturing and service industries. As in this study the data gathered were cross-sectional, it is recommended in order to gain deeper understanding of the cause-and-effect relationship among the variables data to be gathered longitudinally. Originality/value – This study represents a first attempt to construct a conceptual framework that integrates the motivations behind implementing ISO 9000 certification, and ISO 9000 performance in the context of Iran and gives a particular focus on the Iran manufacturing companies.

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Effects and Benefits from ISO Certification in Albanian Businesses

European Journal of Multidisciplinary Studies ◽

10.26417/ejms.v3i1.p131-139 ◽

2016 ◽

Vol 3 (1) ◽

pp. 131

Author(s):

Ira Zoga ◽

Nikollaq Pano

Keyword(s):

Empirical Study ◽

Iso 9000 ◽

The Other ◽

Real Analysis ◽

Service Companies ◽

Modest Contribution ◽

Iso Certification ◽

Expected Benefits ◽

A Company ◽

Theoretical Overview

The main purpose of this paper is to examine the influence of ISO standards implementation in Albanian companies, through evidence of expected benefits and the actual ones at the framework of a company. The analysis is based on a theoretical overview of the advantages and results expected to derive from the certification, according to the abundant literature of the last decade. From the other side, the empirical study of a group of Albanian companies ISO certified constitutes the background of the real analysis that indicates the achieved results from the companies’ viewpoint. There are done efforts to assess and measure the quantitative and qualitative contribution of standards on the performance of manufacturing and service companies. Further on, the paper verifies that all companies do report benefits from the certification, although they are of variable types. The paper concludes with some suggestions about measuring of certification’ effects on the performance of companies, as well as revealing of factors that can contribute to a higher profitability of Albanian companies during the implementation of ISO 9000 normative. The authors intend to bring a modest contribution and encourage further studies on the field, closely related to the characteristics of Albanian businesses.

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