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Does ISO 9000 accreditation make a profound difference to the way service quality is perceived and measured?

Does ISO 9000 accreditation make a profound difference to the way service quality is perceived... The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal and customer‐based quality measurements to the importance placed on accreditation to an ISO 9000 standard. The effect of process structure is explored by categorising the service firms as being in front‐room or back‐room dominant service sectors. The authors find that the service firms, which consider accreditation to be important, have a different emphasis on quality than other service firms do. Significantly, their emphasis shifts from one that is in line with their process structure to a more balanced one, where both internal and customer‐based quality measurements receive similar attention. This leads them to conclude that accreditation to an ISO 9000 standard can make a profound difference to the way quality is perceived and measured in large service firms. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Does ISO 9000 accreditation make a profound difference to the way service quality is perceived and measured?

Gavin Dick; Kevin Gallimore; Jane C. Brown
Managing Service Quality , Volume 12 (1): 13 – Feb 1, 2002
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References (33)

Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520210415371
Publisher site
See Article on Publisher Site

Abstract

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal and customer‐based quality measurements to the importance placed on accreditation to an ISO 9000 standard. The effect of process structure is explored by categorising the service firms as being in front‐room or back‐room dominant service sectors. The authors find that the service firms, which consider accreditation to be important, have a different emphasis on quality than other service firms do. Significantly, their emphasis shifts from one that is in line with their process structure to a more balanced one, where both internal and customer‐based quality measurements receive similar attention. This leads them to conclude that accreditation to an ISO 9000 standard can make a profound difference to the way quality is perceived and measured in large service firms.

Journal

Managing Service Quality – Emerald Publishing

Published: Feb 1, 2002

Keywords: ISO 9000; Service industries; Measurement

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