دورية أكاديمية
Measuring the Impact of ISO 9001 on Employee and Customer Related Company Performance
| العنوان: | Measuring the Impact of ISO 9001 on Employee and Customer Related Company Performance |
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| المؤلفون: | Milovanović, Vesna, Paunović, Mihailo, Casadesus, Marti |
| سنة النشر: | 2023 |
| مصطلحات موضوعية: | quality management system, ISO 9001, employee performance, customer-related performance, incentives |
| الوصف: | management is to meet customer requirements and to strive to exceed customer expectations”, where “a customer can be internal or external to the organization”. Internal customers refer to a company’s employees, while external customers are the buyers of a company’s products and services. Previous research has scrutinised the impact of ISO 9001 on company performance, without clear focus on the performance related to internal and external customers. Methodology/Approach: The purpose of this paper is to measure the impact of ISO 9001 on the performance to internal and external customers using a survey that has been responded by 141 companies in the Republic of Serbia. Findings: The results show that quality management system (QMS) certification to ISO 9001 enhances employee- and customer-related company performance, while certification incentives are found to influence this relationship. Research Limitation/Implication: The data are gathered in only one specific country, although there are no reasons to think that the results could depend of the specific analysed region. Originality/Value of paper: The main value of the article is to be one of the first ones to analyse, in any way, the impact of QMS on internal and external customers. ; Published |
| نوع الوثيقة: | article in journal/newspaper |
| وصف الملف: | application/pdf |
| اللغة: | English |
| تدمد: | 1338-984X |
| العلاقة: | Quality Innovation Prosperity; Milovanović, V., Paunović, M., & Casadesus, M. (2023). Measuring the Impact of ISO 9001 on Employee and Customer Related Company Performance. Quality Innovation Prosperity, 27(1), 79–102. https://doi.org/10.12776/qip.v27i1.1808Test; https://scidar.kg.ac.rs/handle/123456789/17780Test |
| DOI: | 10.12776/qip.v27i1.1808 |
| الإتاحة: | https://doi.org/10.12776/qip.v27i1.1808Test https://scidar.kg.ac.rs/handle/123456789/17780Test |
| حقوق: | Attribution 3.0 United States ; http://creativecommons.org/licenses/by/3.0/usTest/ |
| رقم الانضمام: | edsbas.4274C681 |
| قاعدة البيانات: | BASE |
Full Text Finder | تدمد: | 1338984X |
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| DOI: | 10.12776/qip.v27i1.1808 |