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Total Quality Management & Business Excellence Volume 25, 2014 - Issue 7-8: QMOD 2013 Conference - Selected Best Papers
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Original Articles

The revitalising effect of ISO 9001 on dissatisfied customers

Luc Honore Petnji YayaDepartment of Economics and Social Sciences, Universitat Internacional de Catalunya, Immaculada 22, Barcelona08017, SpainCorrespondence[email protected]
,
Frederic MarimonDepartment of Economics and Social Sciences, Universitat Internacional de Catalunya, Immaculada 22, Barcelona08017, Spain
&
Marti CasadesusDepartament d'Organització, Universitat de Girona, Gestió Empresarial i Desenvolupament de Producte, Av. Lluis Santaló, s/n, Girona17071, Spain
Pages 856-864 | Published online: 08 Apr 2014

Citations (10)

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Read on this site (2)

Carlos J. F. Cândido & Luís M. F. R. Ferreira. (2022) Determinants of expected performance after ISO 9001 certification withdrawal. Total Quality Management & Business Excellence 33:15-16, pages 1691-1717.
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Takawira Munyaradzi Ndofirepi. (2020) Gendering the voiced complaining behavior of customers in small restaurant environments: A case of college students in Zimbabwe. Journal of Foodservice Business Research 23:6, pages 473-498.
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Articles from other publishers (8)

Ivan Rueda-Fierro, Grace Tamayo-Galarza & Sebastián Acosta-Altamirano. (2023) Certificación ISO 9001: obtención, mantenimiento y deserción en las empresas. Vinculatégica EFAN 9:6, pages 46-59.
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Luís M.F.R. Ferreira & Carlos J.F. Cândido. (2021) Factors influencing firm propensity for ISO 9001 withdrawal: Evidence on decertification tendency and antecedents. International Journal of Production Economics 233, pages 108024.
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Vesna Milovanović, Stevo Janošević & Mihailo Paunović. (2021) Quality management and business performance of Serbian companies. Ekonomika preduzeca 69:6-7, pages 345-356.
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Branislav Tomic & Vesna K. Spasojevic Brkic. (2019) Customer satisfaction and ISO 9001 improvement requirements in the supply chain. The TQM Journal 31:2, pages 222-238.
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Alexandra Simon & Piotr Kafel. (2018) Reasons for decertification of ISO 9001. An empirical study. Innovar 28:70, pages 69-80.
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Luc Honore Petnji Yaya, Frederic Marimon, Josep Llach, Merce Bernardo & Marti Casadesus. (2017) Analysis of training programs related to quality management system: the Spanish case. International Journal of Quality & Reliability Management 34:2, pages 216-230.
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Christopher Moturi & Peter M. F. Mbithi. (2015) ISO 9001: 2008 implementation and impact on the University of Nairobi: a case study. The TQM Journal 27:6, pages 752-760.
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Behnam Neyestani. (2016) Effects of ISO 9001 on Non-Financial and Financial Performance in the Organizations: A Review. SSRN Electronic Journal.
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