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DC Field | Value | Language |
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dc.rights.license | Attribution 3.0 United States | * |
dc.contributor.author | Milovanović, Vesna | - |
dc.contributor.author | Paunović, Mihailo | - |
dc.contributor.author | Casadesus, Marti | - |
dc.date.accessioned | 2023-05-24T14:10:13Z | - |
dc.date.available | 2023-05-24T14:10:13Z | - |
dc.date.issued | 2023 | - |
dc.identifier.citation | 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.v27i1.1808 | en_US |
dc.identifier.issn | 1338-984X | en_US |
dc.identifier.uri | https://scidar.kg.ac.rs/handle/123456789/17780 | - |
dc.description.abstract | 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. | en_US |
dc.language.iso | en | en_US |
dc.rights | info:eu-repo/semantics/openAccess | - |
dc.rights.uri | http://creativecommons.org/licenses/by/3.0/us/ | * |
dc.source | Quality Innovation Prosperity | - |
dc.subject | quality management system | en_US |
dc.subject | ISO 9001 | en_US |
dc.subject | employee performance | en_US |
dc.subject | customer-related performance | en_US |
dc.subject | incentives | en_US |
dc.title | Measuring the Impact of ISO 9001 on Employee and Customer Related Company Performance | en_US |
dc.type | article | en_US |
dc.description.version | Published | en_US |
dc.identifier.doi | 10.12776/qip.v27i1.1808 | en_US |
dc.type.version | PublishedVersion | en_US |
Appears in Collections: | Faculty of Hotel Management and Tourism, Vrnjačka Banja |
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File | Description | Size | Format | |
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Measuring the impact of ISO 9001 on customer and employee related company performance.pdf | 312.92 kB | Adobe PDF | View/Open |
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