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Title: The implementation and performance outcomes of ISO 9000 in service organizations : an empirical taxonomy
Authors: Lee, PKC 
To, WM
Keywords: China
ISO 9000 series
Performance measures
Quality management
Service industries
Issue Date: 2009
Source: International journal of quality and reliability management, 2009, v. 26, no. 7, p. 646-662 How to cite?
Journal: International Journal of Quality and Reliability Management 
Abstract: Purpose - The purpose of this paper is to explore the patterns with which ISO 9000:2000 was implemented in service organizations, and to examine the performance outcomes and contextual factors which are associated with different ISO 9000:2000 implementation patterns. Design/methodology/approach - Based on a literature review of quality management practice, a questionnaire was developed based on quality management principles of ISO 9000:2000 and three propositions. The propositions were tested using responses from managers or executives in 45 service organizations. Findings - Cluster analysis shows that there are two markedly different ISO 9000:2000 implementation patterns among sample organizations. The analysis results also indicate that organizations with different ISO 9000:2000 implementation patterns performed differently in the two outcomes analysed. Research limitations/implications - Managers in service organizations must realize that ISO 9000:2000 is capable of generating a competitive advantage only if top management is fully committed to the program implementation from a strategic perspective. Originality/value - The paper contributes to the literature by offering new insights on the implementation patterns of ISO 9000:2000 in service organizations and their relationships with performance outcomes and contextual factors.
ISSN: 0265-671X
DOI: 10.1108/02656710910975732
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