Relationship between the principles transmitted by consultants implementing the ISO 9000 standard and the loyalty of their clients

International Journal of Services, Technology and Management

Volumn 7, Issue 4, 2006, Pages 320-331

  Viadiu, Frederic Marimon ^a   Fransi, Eduard Cristobal ^b  

^a UNIVERSITAT INTERNACIONAL DE CATALUNYA   (Spain)

^b UNIVERSITY OF LLEIDA   (Spain)

Author keywords

Consultancy; ISO 9000; Quality management

Indexed keywords

CUSTOMER SATISFACTION; MANAGERS; QUALITY ASSURANCE; QUALITY CONTROL; SOCIETIES AND INSTITUTIONS;

ISO 9000 (QUALITY STANDARD); QUALITY MANAGEMENT; RECOMMENDATION DEGREE;

STANDARDIZATION;

EID: 33751170446     PISSN: 14606720     EISSN: 1741525X     Source Type: Journal    
DOI: 10.1504/IJSTM.2006.011001     Document Type: Article

References (22)

1. Alstrup, L. (2000) 'Coaching continuous improvement in small enterprises', Integrated Manufacturing Systems, Vol. 11, pp. 165-170.
2. Berry, A. and Oackley, K. (1994) 'Consultancies agents of organizational developments: Part 2', Leadership & Organization Development Journal, Vol. 5, pp. 13-21.
3. Brian, R. (1993) ISO 9000, Panorama.
4. Casadesús, M. and Karapetrovic, S. (2005) 'The erosion of ISO 9000 benefits: a temporal study', International Journal of Quality & Reliability Management, Vol. 22, pp.120-136.
5. Casadesús, M., Marimon, F. and Heras, I. (2002) 'Quality service of ISO 9000 consultants', International Journal of Quality & Reliability Management, Vol. 19, pp.998-1013.
6. Czerniawska, F. (2002) Management Consultancy: what next?, Houndmills, Basingstoke, Hampshire; New York, NY: Palgrave.
7. Dawes, P.L., Dowling, G.R. and Patterson, P.G. (1992) 'Criteria used to select management consultants', Industrial Marketing Management, Vol. 21, pp.187-193.
8. Dunford, R. (2000) 'Key challenges in the search of the effective management of knowledge in management consulting firms', Journal of Knowledge Management, Vol. 4, pp.295-302.
9. Fernández-González, A.J. and Prado, J.C. (2004) 'The role of external consultancy in quality management: results of an empirical study in Spain and Portugal', Proceedings of the Second World Conference on POM and 15th Annual POM Conference, Cancún, Mexico.
10. Heras, I. (2001) 'La gestion de la calidad en las empresas vascas: estudio de la aplicación de la ISO 9000 en las empresas de la CAPV', Universidad del Pais Vasco editorial.
11. ISO 9000:2000. Sistema de gestion de la calidad: fundamentos y vocabulario.
12. Marimon, F. Casadesús, M. and Heras, I. (2002) 'Do quality consultants offer a quality service?', Total Quality Management, Vol. 13, pp.797-811.
13. McLachin, R.D. (2000) 'Service quality in consulting: what is engagement success?', Managing Service Quality, Vol. 10, pp.239-247.
14. Phillips, J. (2000) 'The Consultant's Scorecard', McGraw Hill.
15. Ribero, D. (1998) 'Asesoramiento en dirección de empresas: la consultoría' Díaz de Santos.
16. Russo, W.R. (2000) 'How to hire an ISO 9000 consultant', Quality Digest, Vol. 20,
17. Samson, D. and Parker, R. (1994) 'Service quality: the gap in the Australian consulting engineering industry', International Journal of Quality & Reliability Management, Vol. 11, pp.60-76.
18. Stumpf, S.A. and Longman, R.A. (2000) 'The ultimate consultant: building long-term, exceptional value client relationships', Career Development International, Vol. 5, pp.124-134.
19. Tang, S.L. and Kam, C.W. (1999) 'A survey of ISO 9001 implementation in engineering consultancies in Hong Kong', International Journal of Quality & Reliability Management, Vol. 16, pp.562-574.
20. Tobin, D.R. (1996) Transformational Learning: Renewing your Company Through Knowledge and Skills, USA: Wiley.
21. Wiele, T., Iwaarden, J., Williams, R. and Dale, B. (2005) 'Perceptions about the ISO 9000 (2000) quality system standard revision and its value: the Dutch experience', International Journal of Quality & Reliability Management, Vol. 22, pp.101-119. www.efqm.org
22. Zeithaml, V., Parasuraman, A. and Berry, L. (1990) Delivering Quality Service, The Free Press of Macmillan.