What is it about?

Most countries and cities have transformed from the manufacturing-based economy to the service economy since the 1990s. Yet, this paper was the first one to empirically explore the patterns with which ISO 9000 was implemented in service organizations, and their relationships with performance outcomes.

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Why is it important?

We developed a structured questionnaire based on quality management principles of ISO 9000:2000 and established three propositions. The propositions were tested using responses from managers or executives in 45 service organizations. Cluster analysis showed that there were two markedly different ISO 9000 implementation patterns among sample organizations. Additionally, organizations with different ISO 9000:2000 implementation patterns performed differently in terms of service outcomes.


Writing this article was a great pleasure because we empirically demonstrated the applicability of ISO 9001 in the service settings. In the article entitled "The intellectual structure of research in ISO 9000 standard series (1987–2015): a Bibliometric analysis" published in Total Quality Management & Business Excellence (August, 2020), our article was ranked globally as the top 16th core ISO 9000-related article according to its citation rate. Very good indeed.

Professor W.M. To
Macao Polytechnic University

Read the Original

This page is a summary of: The implementation and performance outcomes of ISO 9000 in service organizations, International Journal of Quality & Reliability Management, July 2009, Emerald, DOI: 10.1108/02656710910975732.
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