Research

Does ISO 9000 certification make a profound difference to the way service quality is perceived and measured

The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal and customer‐based quality measurements to the importance placed on accreditation to an ISO 9000 standard. The effect of process structure is explored by categorising the service firms as being in front‐room or back‐room dominant service sectors. The authors find that the service firms, which consider accreditation to be important, have a different emphasis on quality than other service firms do.

Significantly, their emphasis shifts from one that is in line with their process structure to a more balanced one, where both internal and customer‐based quality measurements receive similar attention. This leads them to conclude that accreditation to an ISO 9000 standard can make a profound difference to the way quality is perceived and measured in large service firms.

Authors

Gavin Dick, Staffordshire University Business School, Stoke on Trent, UK; Kevin Gallimore, Manchester Metropolitan University, Crewe, UK; Jane C. Brown (Nurse Manager, North Staffordshire Combined Health Care NHS Trust, Stoke on Trent, UK

Citation

Gavin Dick, Kevin Gallimore, Jane C. Brown, (2002) “Does ISO 9000 accreditation make a profound difference to the way service quality is perceived and measured?“, Managing Service Quality: An International Journal, Vol. 12 Iss: 1, pp.30 – 42