Información del artículo
RESUMEN
En este articulo se exponen los resultados del estudio empírico llevado a cabo en 186 empresas de alojamiento turístico a nivel nacional certificadas con la marca “Q de Calidad Turística”, planteado con el objetivo de analizar las motivaciones que llevan a las empresas del sector turístico a implementar y certificar Sistemas de Gestión de la Calidad. Realizada una exhaustiva revisión teórica, la metodología empleada consiste en un análisis descriptivo y factorial con la finalidad de determinar la importancia y estructura de dichas motivaciones. Así como, agrupamos las empresas con el objetivo de analizar dichos grupos lo que nos permitirá establecer el perfil de los mismos mediante un análisis clúster.
Los resultados obtenidos ponen de manifiesto que las motivaciones más importantes que impulsan a las empresas de alojamiento a implantar un sistema de Gestión de la Calidad son motivaciones internas, detectándose en este estudio diferencias con los hallazgos en otras investigaciones académicas realizadas en empresas industriales. La estructura de las motivaciones en este sector está configurada por tres grupos; razones externas de mercado, razones externas de exigencias, y razones internas.
PALABRAS CLAVE:
Gestión de la calidad
Q de Calidad Turística
Motivación
Análisis factorial y clúster
CLASIFICACIÓN JEL:
M1
ABSTRACT
This paper presents the results of the empirical study conducted in 186 tourist accommodation businesses nationally certified under the “Q for Tourist Quality”, presented in order to analyze the motivations that lead companies in the tourism sector implementing and certifying Quality Management Systems. Once a comprehensive theoretical review, the methodology consists of a descriptive analysis and factor analysis in order to determine the structure of these motivations in this sector. Finally, cluster firms and these groups are analyzed to establish their profile by cluster analysis. The results show that the most important motivations that drive hosting companies to implement a system of quality management are internal motivations, this study showing differences with the findings in other academic studies in industrial companies. The structure of motivation in this sector is made up of three groups: external market reasons, external demands reasons and internal reasons.
KEY WORDS:
Quality management, “Q for Quality”, Motivation, Factorial and cluster analysis
JEL CLASSIFICATION:
M1
El Texto completo está disponible en PDF
BIBLIOGRAFÍA
[ABRAHAM et al., 1997]
M. ABRAHAM, T. FISHER, J. CRAWFORD.
“Quality culture and the management of organisation change”.
International Journal of Quality & Reliability Management, 14 (1997), pp. 616-636
[ADANUR y ALLEN, 1995]
S. ADANUR, B. ALLEN.
“First results on the effects of ISO 9000 in the US textile industry”.
Benchmarking for Quality Management & Technology, 2 (1995), pp. 41-52
[ALBACETE et al., 2007]
C.A. ALBACETE, M.M. FUENTES, F.J. LLORÉNS.
“Service quality measurement in rural accommodation”.
Annals of Tourism Research, 34 (2007),
[ANDERSON et al., 1999]
S.W. ANDERSON, J.D. DALY, M.F. JOHNSON.
“Why firms seek ISO 9000 certification: regulatory compliance or competitive advantage?”.
Production And Operations Management, 8 (1999), pp. 28-43
[ARTHUR, 1995]
ANDERSEN ARTHUR.
“Los conceptos básicos de la calidad, colección”.
[BEATTIE y SOHAL, 1999]
K.R. BEATTIE, A.S. SOHAL.
“Implementing ISO 9000: a study of its benefits among Australian organizations”.
Total Quality Management, 10 (1999), pp. 95-106
[BECKER, 1993]
S.W. BECKER.
“TQM does work: ten reasons why misguided attempts fail”.
Management Review, (1993), pp. 32-33
[BELTRÁN MORALES et al., 2003]
L.F. BELTRÁN MORALES, F. GARCÍA-RODRÍGUEZ, J. BORGES CONTRERAS, G. SÁNCHEZ-MOTA, A. ORTEGA RUBIO.
“Environmental and Socioeconomic Multivariate Analysis of the Primary Economic Sector of Mexico”.
Sustainable Development, 11 (2003), pp. 77-83
[BOULTER y BENDELL, 2002]
L. BOULTER, T. BENDELL.
“How can ISO 9000:2000 help companies achieve excellence?: What the companies think”.
Measuring Business Excellence, 6 (2002), pp. 37-41
[BRIGGS et al., 2007]
S. BRIGGS, J. SUTHERLAND, S. DRUMMOND.
“Are hotels serving quality? Anexploratory study of service quality in the Scottish hotel sector”.
Tourism Management, 28 (2007), pp. 1006-1019
[BROWN y VAN DER WIELE, 1995]
A. BROWN, T. VAN DER WIELE.
“Industry experience with ISO 9000”.
[BROWN et al., 1998]
A. BROWN, T. VAN DER WIELE, K. LOUGHTON.
“Smaller enterprises experiences with ISO 9000”.
International Journal of Quality and Reliability Management, 15 (1998), pp. 273-285
[BRYDE y SLOCOCK, 1998]
D. BRYDE, B. SLOCOCK.
“Quality management systems certification: a survey”.
International Journal of Quality & Reliability Management, 15 (1998), pp. 467-480
[BUTTLE, 1997]
F. BUTTLE.
“ISO 9000: marketing motivations and benefits”.
International Journal of Quality and Reliability Management, 14 (1997), pp. 936-947
[CAMISÓN et al., 2007]
C. CAMISÓN, S. CRUZ, T. GONZÁLEZ.
Gestión de la calidad: conceptos, enfoques y sistemas, Pearson Prentice Hall. Madrid, (2007),
[CAMISÓN y YEPES, 1994]
C. CAMISÓN, V. YEPES.
“Normas ISO-9000 y la gestión de calidad total en la empresa turistica”.
Primer Congreso de Calidad de la Comunidad Valenciana, pp. 583-620
[CARLSSON y CARLSSON, 1996]
M. CARLSSON, D. CARLSSON.
“Experiences of implementing ISO 9000 in Swedish industry”.
International Journal of Quality and Reliability Management, 13 (1996), pp. 36-47
[CASADESUS y HERAS, 2005]
M. CASADESUS, I. HERAS.
“El Boom de la calidad en las empresas españolas”.
Universia Business Review, 7 (2005), pp. 90-101
[CASADESÚS et al., 1999]
CASADESÚS, M; CASTRO, R Y GIMÉNEZ, G. (1999): “Consecuencias de la implantacion de la normativa ISO 9000 en Cataluña y Belgica. Estudio empírico”, XIII Congreso Nacional de la Asociación Europea de Dirección y Economía de la Empresa (AEDEM). Logroño (ESP).
[CASADESÚS et al., 2001]
M. CASADESÚS, G. GIMÉNEZ, I. HERAS.
“Benefits of ISO 9000 implementation in Spanish industry”.
European Business Review, 13 (2001), pp. 327-336
[CASADESÚS et al., 1998]
CASADESÚS, M.; GIMÉNEZ, G. Y MARTÍ, R. (1998): “La normativa de aseguramiento de la calidad ISO 9000 en Cataluña: expectativas y efectos. Estudio empírico”, Proceedings of the VIII National Congress of ACEDE, September, Las Palmas de Gran Canaria.
[CASADESÚS et al., 1999]
CASADESÚS, M.; GIMÉNEZ, G. Y MARTÍ, R. (1999): “Tipología de empresas certificadas según la normativa ISO 9000. Análisis de los resultados de un estudio empírico”, Proceedings of the IX National Congress of IX National Congress of ACEDE, September, Burgos.
[CASADESÚS et al., 2010]
M. CASADESÚS, F. MARIMON, M. ALONSO.
“The future of standardised quality management in tourism: evidence from the Spanish tourist sector”.
The Service Industries Journal, 30 (2010), pp. 2457-2474
[CRUZ ROS, 2007]
S. CRUZ ROS.
“Motivos y objetivos de la implantacion de la gestión de la caldad de empresas españolas de servicios: un análisis comparativo entre enfoques”.
Dirección y Organización, 33 (2007), pp. 33-73
[ESCANCIANO, 2001]
C. ESCANCIANO.
“La empresa española y su opinión sobre el ISO 9000”.
Economía Industrial, (2001), pp. 151-159
[ESCANCIANO et al., 2001]
C. ESCANCIANO, E. FERNÁNDEZ, C. VÁZQUEZ.
“ISO 9000 certification and quality management in Spain: Results of a national survey”.
The TQM Magazine, 13 (2001), pp. 192-200
[FERGUSON et al., 1999]
FERGUSON, M.C.; SÁNCHEZ, A. Y SIERRA, C. (1999): “Análisis de los sistemas de gestión de la calidad según la normativa ISO 9000 en las empresas de la provincia de Cádiz”, Proceedings of the IX National Congress of ACEDE, September, Burgos.
[GAO, 1991]
GAO.
“Report to the House of Representatives on Management Practices”.
US Companies Improve Performance Through Quality Efforts,
[GIGUERE y SMITH, 1999]
M. GIGUERE, P.E. SMITH.
“ISO 9000: service companies can benefit”.
Ivy Business Journal, 63 (1999), pp. 13-16
[GHOBADIAN y GALLEAR, 1996]
A. GHOBADIAN, D.N. GALLEAR.
“Total quality management in SMEs”.
Omega. The International Journal of Management Science, 24 (1996), pp. 83-106
[GO y GOVERS, 2000]
F.M. GO, R. GOVERS.
“Integrated quality management for tourist destinations: a European perspective on achieving competitiveness”.
Tourism Management, 21 (2000), pp. 79-88
[GOH y RIDGWAY, 1994]
P.L. GOH, K. RIDGWAY.
“The implementation of total quality management in small and medium-sized manufacturing companies”.
The TQM Magazine, 6 (1994), pp. 54-60
[GOTZMANI y TSIOTRAS, 2002]
K.D. GOTZMANI, G.D. TSIOTRAS.
“The true motivations behind ISO 9000 certification: Their effect on the overall certification benefits and long term contribution towards TQM”.
International Journal of Quality, 19 (2002), pp. 151-169
[GRAEFE y VASKE, 1987]
A.R. GRAEFE, J.J. VASKE.
“A framework for managing quality in the tourist experience”.
Annals of Tour-ism Research, 14 (1987), pp. 390-404
[GUILHON et al., 1998]
A. GUILHON, J. MARTÍN, M. WEILL.
“Quality Approaches in Small or Medium-Sized Enterprises: Methodology and Survey Results”.
Total Quality Management, 9 (1998), pp. 689-701
[GUNNLAUGSDÓTTIR, 2002]
J. GUNNLAUGSDÓTTIR.
“The quality must be on record: a survey of organizations having an ISO 9000 certification in Iceland”.
Records Management Journal, 12 (2002), pp. 40-47
[GUSTAFSSON et al., 2001]
R. GUSTAFSSON, B. KLEFSJÖ, E. BERGGREN, U.G. WELLEMETS.
“Experiences from implementing ISO 9000 in small enterprises - a study of Swedish organizations”.
The TQM Magazine, 13 (2001), pp. 232-246
[HAIR et al., 1999]
J. HAIR, R. ANDERSON, R. TATHAMAN, W. BLACK.
Análisis Multivariante, 5a edicción, Prentice Hall, (1999),
[HARDJONO et al., 1997]
T.W. HARDJONO, S. TEN HAVE, W.D. TEN HAVE.
“The European Way to Excellence. How 35 European manufacturing, public and service organisations make use of quality management”.
Directorate-General III Industry,
[HARRINGTON y AKEHURST, 2000]
D. HARRINGTON, G. AKEHURST.
“An empirical study of service quality implementation”.
The Service Industries Journal, 20 (2000), pp. 133-156
[HERAS et al., 2006]
I. HERAS, G. ARANA, M. CASADESÚS.
“A delphi study on motivation for ISO 9000 and EFQM”.
International Journal of Quality and Reliability Management, 23 (2006), pp. 807-827
[HUARNG et al., 1999]
F. HUARNG, C. HORNG, C. CHEN.
“A study of ISO 9000 process, motivation and performance”.
Total Quality Management, 10 (1999), pp. 1009-1025
[IDRIS et al., 1996]
M.A. IDRIS, W. MCEWAN, N. BELAVENDRAM.
“The adoption of ISO 9000 and total quality management in Malaysia”.
The TQM Magazine, 8 (1996), pp. 65-68
[JONES et al., 1997]
R. JONES, G. ARNDT, R. KUSTIN.
“ISO 9000 amongst Australian companies: impact of time and reasons for seeking certification on perceptions of benefits received”.
International Journal of Quality and Reliability Management, 14 (1997), pp. 650-660
[KARAPETROVIC y WILLBORN, 2001]
S. KARAPETROVIC, W. WILLBORN.
“Audit and self-assessment in quality management: comparison and compatibility”.
Managerial Auditing Journal, 16 (2001), pp. 366-377
[KARTHA, 2002]
C.P. KARTHA.
“ISO 9000:2000 quality management systems standards: TQM focus in the new revision”.
The Journal of American Academy of Business, September (2002), pp. 1-6
[KAYNAK, 2003]
H. KAYNAK.
“The relationship between total quality management practices and their effects on firm performance”.
Journal of Operations Management, 21 (2003), pp. 405-435
[KANJI, 1998]
G.K. KANJI.
“An innovative approach to make ISO 9000 standards more effective”.
Total Quality Management, 9 (1998), pp. 67-78
[KIE y PALMER, 1999]
K.S. KIE, E. PALMER.
“An empirical examination of ISO 9000-registered firms in New Zealand”.
Total Quality Management, 10 (1999), pp. 887-899
[KRASACHOL et al., 1998]
L. KRASACHOL, P.T. WILLEY, J.D.T. TANNOCK.
“The progress of quality in Tahiland”.
The TQM Magazine, 10 (1998), pp. 40-44
[LAFUENTE et al., 1985]
A. LAFUENTE, V. SALAS, R. PÉREZ.
“Tipos de empresario y empresa. El caso de las nuevas empresas españolas”.
Economia Industrial, noviembre-diciembre (1985), pp. 139-151
[LAMPRECHT, 1996]
J.L. LAMPRECHT.
ISO 9000 en la Pequeña y Mediana Empresa, AENOR, (1996),
[LAWLER y BOWEN, 1992]
E.E. LAWLER III, D.E. BOWEN.
“The empowerment of service workers: what, why, how and when”.
Sloan Management Review, 33 (1992), pp. 31-39
[LEE, 1998]
T.Y. LEE.
“The development of ISO 9000 certification and the future of quality management. A survey of cer tified firms in Hong Kong”.
International Journal of Quality and Reliability Management, 15 (1998), pp. 162-177
[LEUNG et al., 1999]
H.K.N. LEUNG, K.C.C. CHAN, T.Y. LEE.
“Costs and benefits of ISO 9000 series: a practical study”.
International Journal of Quality and Reliability Management, 16 (1999), pp. 675-691
[LIPOVATZ et al., 1999]
D. LIPOVATZ, F. STENOS, A. VAKA.
“Implementation of ISO 9000 quality systems in Greek enterprises”.
International Journal of Quality & Reliability Management, 16 (1999), pp. 534-551
[LLOPIS y TARÍ, 2003]
J. LLOPIS, J.J. TARÍ.
“The importance of internal aspects in quality improvement”.
International Journal of Quality, 20 (2003), pp. 304-324
[MAGD y CURRY, 2003]
H. MAGD, A. CURRY.
“An empirical analysis of management attitudes towards ISO 9001:2000 in Egypt”.
The TQM Magazine, 15 (2003), pp. 381-390
[MARTÍNEZ-LORENTE y MARTÍNEZ-COSTA, 2002]
MARTÍNEZ-LORENTE, A.R. Y MARTÍNEZ-COSTA, M. (2002): “Análisis de los posibles efectos de la ISO 9000 en las empresas industriales”, Congreso nacional de ACEDE 2004, Salamanca.
[MARTÍNEZ et al., 1999]
MARTÍNEZ, C.; BALBASTRE, F.; ESCRIBÁ, M.A.; GONZÁLEZ, T. Y PARDO, M. (1999): “Análisis de la implantación de un sistema de aseguramiento de calidad en base a normas ISO 9000”, Proceedings of the IX National Congress of ACEDE, September, Burgos.
[MARTÍNEZ FUENTES et al., 2000]
C. MARTÍNEZ FUENTES, F. BALBASTRE, M.A. ESCRIBÀ, T. GONZÁLEZ CRUZ, M. PARDO DEL VAL.
“Analysis of the implementation of ISO 9000 quality assurance systems”.
Work Study, 49 (2000), pp. 229-241
[MCADAM y MCKEOWN, 1999]
R. MCADAM, M. MCKEOWN.
“Life after ISO 9000: An analysis of the impact of ISO 9000 and total quality management on small businesses in Northern Ireland”.
Total Quality Management, 10 (1999), pp. 229-241
[MORENO-LUZÓN, 1993]
M.D. MORENO-LUZÓN.
“Training and the implementation of quality programs by a sample of small and medium-sized firms in Spain”.
International Journal of Quality & Reliability Management, 10 (1993), pp. 6-19
[MORENO-LUZÓN et al., 1997]
M.D. MORENO-LUZÓN, F.J. PERIS, T. GONZÁLEZ.
“Quality management in small anda medium-sized companies anda strategic management”.
The Handbood of TQM,
[NAJMI y KEHOE, 2001]
M. NAJMI, D.F. KEHOE.
“The role of performance measurement systems in promoting quality development beyond ISO 9000”.
International Journal of Operations & Production Management, 21 (2001), pp. 159-172
[NEUMAYER y PERKINS, 2005]
E. NEUMAYER, R. PERKINS.
“Uneven geographies of organizational practice: explaining the crossnational transfer and adoption of ISO 9000”.
Economic Geography, 81 (2005), pp. 237-259
[NOTTINGHAM TRENT UNIVERSITY, 1998]
NOTTINGHAM TRENT UNIVERSITY.
“UK companies register for efficiency”.
Quality Digest, 29 (1998), pp. 43-48
[PAN, 2003]
J. PAN.
“A comparative study on motivation for and experience with ISO 9000 and ISO 14000 certification among Far Eastern countries”.
Industrial Management & Data Systems, 103 (2003), pp. 564-578
[POWELL, 1995]
T.C. POWELL.
“Total quality management as competitive advantage: A review and empirical study”.
Strategic Management Journal, 16 (1995), pp. 15-37
[PRAJOBO, 2005]
D.I. PRAJOBO.
“The comparative analysis of TQM practices and quality performance between manufacturing and services firms”.
International Journal of Service Industry Management, 16 (2005), pp. 217-228
[QUAZI y PADIBJO, 1998]
H.A. QUAZI, S.R. PADIBJO.
“A journey toward total quality management through ISO 9000 certification – a study on small- and medium-sized enterprises in Singapore”.
International Journal of Quality & Reliability Management, 15 (1998), pp. 489-508
[RAGOTHAMAN y KORTE, 1999]
S. RAGOTHAMAN, L. KORTE.
“The ISO 9000 international quality registration: an empirical analysis of implications for business firms”.
International Journal of Applied Quality Management, 2 (1999), pp. 59-73
[RAYNER y PORTER, 1991]
P. RAYNER, L.J. PORTER.
“BS 5759/ISO 9000 – the experience of small and medium sized firms”.
International Journal of Quality & Reliability Management, 8 (1991), pp. 16-28
[REED et al., 1996]
R. REED, D.J. LEMAK, J.C. MONTGOMERY.
“Beyond process: TQM content and firm performance”.
Academy of Management Review, 21 (1996), pp. 173-202
[REICHEL et al., 2000]
A. REICHEL, O. LOWENGART, A. MILMAN.
“Rural tourism in Israel: service quality and orientation”.
Tourism Management, 21 (2000), pp. 451-459
[REINER, 2002]
G. REINER.
“Analysis of critical factors of company success based on the EFQM excellence model”.
Proceedings of the 7th World Congress for Total Quality Management, Verona (Italy), 2 (2002), pp. 361-366
[SALAHELDIN, 2003]
S.I. SALAHELDIN.
“The implementation of TQM strategy in Egypt: a field-force analysis”.
The TQM Magazine, 15 (2003), pp. 266-274
[SANTOMÁ, 2008]
SANTOMÁ, R. (2008): “Aspectos de gestión en la calidad de servicio. Aplicación del concept mapping al caso de las cadenas hoteleras en España”, Tesis doctoral, Universitat Ramon Llull. Institut Químic de Sarrià.
[SELLES y TRIGUEROS-PINA, 2008]
M.E. SELLES, J.A. TRIGUEROS-PINA.
“Management and measurement of quality in ISO 9000 organisations: an empirical study in Spain”.
Total Quality Management & Business Excellence, 19 (2008), pp. 481-492
[SINGELS et al., 2001]
J. SINGELS, G. RUËL, H. VAN DE WATER.
“ISO 9000 series certification and performance”.
International Journal of Quality & Reliability Management, 18 (2001), pp. 62-75
[SHARPLEY y FORSTER, 2003]
R. SHARPLEY, G. FORSTER.
“The implications of hotel employee attitudes for the development of quality tourism: the case of Cyprus”.
Tourism management, 24 (2003), pp. 687-697
[SHIH et al., 1996]
L. SHIH, F. HUARNG, B. LIN.
“ISO Taiwan: A survey”.
Total Quality Management, 7 (1996), pp. 681-690
[SITKIN et al., 1994]
S.B. SITKIN, K.M. SUTCLIFFE, R.G. SCHOROEDER.
“Distinguishing control from learning in Total Quality Management: A contingence perspective”.
Academy of Management Review, 19 (1994), pp. 537-564
[STEPHENS, 1994]
K. STEPHENS.
“ISO 9000 and Total Quality”.
Quality Management Journal, Fall (1994), pp. 57-71
[STEVENSON y BARNES, 2002]
H.T. STEVENSON, C.F. BARNES.
“What industrial marketers need to know about ISO 9000 certification: a review, update, and integration with marketing”.
Industrial Marketing Management, (2002), pp. 695-703
[STUART y TAX, 1996]
S.S. STUART, I. TAX.
“Planning for Service Quality: Avoiding the High Cost of Service Failures”.
International Journal of Service Industry Management, 7 (1996), pp. 58-77
[SURESHCHANDAR et al., 2001]
G.S. SURESHCHANDAR, C. RAJENDRAN, R.N. ANANTHARAMAN.
“A conceptual model for total quality management in service organizations”.
Total Quality Management, 12 (2001), pp. 343-363
[TANG y KAM, 1999]
S.L. TANG, C.W. KAM.
“A survey of ISO 9001 implementation in engineering consultancies in Hong Kong”.
International Journal of Quality & Reliability Management, 16 (1999), pp. 562-574
[TARÍ, 2000]
J.J. TARÍ.
Calidad Total: fuente de ventaja competitiva, pp. 1-302
[TAYLOR, 1995]
W.A. TAYLOR.
“Organizational differences in ISO 9000 implementation practices”.
International Journal of Quality and Reliability Management, 12 (1995), pp. 10-27
[TORRE et al., 2001]
G.P. TORRE, B. ADENSO-DIAZ, A.B. GONZALEZ.
“Empirical evidence about managerial issues of ISO certification”.
The TQM Magazine, 13 (2001), pp. 355-360
[TSAUR y LIN, 2004]
S. TSAUR, Y. LIN.
“Promoting service quality in tourist hotels: The role of HRM practices and service behavior”.
Tourism Management, 25 (2004), pp. 471-481
[VAN DER WIELE y BROWN, 1997]
T. VAN DER WIELE, A. BROWN.
“ISO 9000 Series Experiences in Small and Medium-Sized Enterprises”.
Total Quality Management, 8 (1997), pp. 300-305
[VAN DER WIELE y BROWN, 1998]
VAN DER WIELE, T. Y BROWN, A. (1998): “ISO 9000: Boon or Bane for Small Business”. Working Paper.
[VAN DER WIELE et al., 1996]
A. VAN DER WIELE, A.R.T. WILLIAMS, B.G. DALE, G. CARTER, F. KOLB, D.M. LUZÓN, A. SCHMIDT, M. WALLACE.
“Self-assessment. A study of progress in Europe's leading organizations in quality management practices”.
International Journal of Quality & Reliability Management, 13 (1996), pp. 84-104
[VLOEBERGHS y BELLENS, 1996]
D. VLOEBERGHS, J. BELLENS.
“Implementing the ISO 9000 standards in Belgium”.
Quality Progress, 29 (1996), pp. 43-48
[WALL, 1995]
G. WALL.
“Turismo y patrimonio. Necesidad de estudios comparados”.
Estudios y Perspectivas en Turismo, 4 (1995), pp. 340-350
[WATSON y KORUKONDA, 1995]
J.G. WATSON, A.R. KORUKONDA.
“The TQM jungle: a dialectical analysis”.
International Journal of Quality and Reliability Management, 12 (1995), pp. 100-109
[WESTON, 1995]
F.C. WESTON.
“What do managers really think about registration process?”.
Quality Progress, 28 (1995), pp. 67-73
[WITHERS y EBRAHIMPOUR, 1996]
E. WITHERS, M. EBRAHIMPOUR.
“An examination of ISO 9000 registration practices of American, German and Japanese firms operating in the USA”.
The International Journal of Quality and Reliability Management, 13 (1996),
[WITHERS y EBRAHIMPOUR, 2001]
E.B. WITHERS, M. EBRAHIMPOUR.
“Impacts of ISO 9000 registration on European firms: a case analysis”.
Integrated Manufacturing Systems, 12 (2001), pp. 139-151
[YAHYA y GOH, 2001]
S. YAHYA, W.K. GOH.
“The implementation of an ISO 9000 quality system”.
International Journal of Quality & Reliability Management, 18 (2001), pp. 941-966
[ZARAMDINI, 2007]
W. ZARAMDINI.
“An empirical study of the motives and benefits of ISO 9000 certification: The UAE experience”.
International Journal of Quality & Reability Mangement, 21 (2007), pp. 472-491
Copyright © 2012. Academia Europea de Dirección y Economía de la Empresa
