The revitalising effect of ISO 9001 on dissatisfied customers

References

• Baron, R.M., & Kenny, D.A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182. doi: 10.1037/0022-3514.51.6.1173
   PubMed Web of Science ®Google Scholar
• Boiral, O., & Roy, M.J. (2007). ISO 9000: Integration rationales and organizational impacts. International Journal of Operations & Production Management, 27(2), 226–247. doi: 10.1108/01443570710720630
   Web of Science ®Google Scholar
• Boshoff, C. (2005). A re-assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery. Managing Service Quality, 15(5), 410–425. doi: 10.1108/09604520510617275
   Google Scholar
• Casadesus, M., & Karapetrovic, S. (2003). The erosion of ISO 9000 benefits: A temporal study. International Journal of Quality & Reliability Management, 22, 120–136. doi: 10.1108/02656710510577198
   Google Scholar
• Cassel, C.M., Hackl, P., & Westlund, A.H. (2000). On measurement of intangible assets: A study of robustness of partial least squares. Total Quality Management, 11(7), 897–907. doi: 10.1080/09544120050135443
   Web of Science ®Google Scholar
• Chang, H., & Wang, H. (2011). The moderating effect of customer perceived value on online shopping behaviour. Online Information Review, 35(3), 333–359. doi: 10.1108/14684521111151414
   Web of Science ®Google Scholar
• Estelami, H. (2000). Competitive and procedural determinants of delight and disappointment on consumer complaint outcomes. Journal of Service Research, 2(3), 285–300. doi: 10.1177/109467050023006
   Google Scholar
• Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 28(1), 39–50. doi: 10.2307/3151312
   Web of Science ®Google Scholar
• Herington, C., & Weaven, S. (2009). E-retailing by banks: E-service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9/10), 1220–1231. doi: 10.1108/03090560910976456
   Web of Science ®Google Scholar
• International Organization for Standardization. (2008). ISO 9001: Quality management systems – requirements. Geneva: Author.
   Google Scholar
• Johnson, M.D., & Nilsson, L. (2003). The importance of reliability and customization from goods to services. Quality Management Journal, 10(1), 8–19.
   Google Scholar
• Jones, R., Arndt, G., & Kustin, R. (1997). ISO 9000 among Australian companies: Impact of time and reasons for seeking certification on perceptions of benefits received. International Journal of Quality & Reliability Management, 15(2), 162–166.
   Google Scholar
• Jones, T.O., & Sasser, W.E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88–99.
   Web of Science ®Google Scholar
• Kotler, P. (2003). Marketing management. Englewood Cliffs, NJ: Prentice-Hall.
   Google Scholar
• Kumar, M., & Antony, J. (2008). Comparing the quality management practices in UK SMEs. Industrial Management & Data Systems, 108(9), 1153–1166. doi: 10.1108/02635570810914865
   Web of Science ®Google Scholar
• Marimon, F., Petnji Yaya, L.H., & Casadesus, M. (2012). Impact of e-quality and service recovery on loyalty: A study of e-banking in Spain. Total Quality Management & Business Excellence, 23(7), 769–787. doi: 10.1080/14783363.2011.637795
   Web of Science ®Google Scholar
• Mathews, S. (2005). ISO 9000 survey shows value of customer focus – and gives purchaser's viewpoint. ISO Management Systems, 5(5), 15–19.
   Google Scholar
• Nunnally, J.C., & Bernstein, I.H. (1994). Psychometric theory. New York: McGraw-Hill.
   Google Scholar
• Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174. doi: 10.1177/0092070300281015
   Web of Science ®Google Scholar
• Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. doi: 10.1177/1094670504271156
   Web of Science ®Google Scholar
• Petnji Yaya, L.H., Marimon, F., & Casadesus, M. (2011). Customer's loyalty and perception of ISO 9001 in online banking. Industrial Management & Data System, 111(8), 1194–1213. doi: 10.1108/02635571111170767
   Web of Science ®Google Scholar
• Petnji Yaya, L.H., Marimon, F., & Casadesus, M. (2013). The contest determinant of delight and disappointment: A case study of online banking. Total Quality Management & Business Excellence, 24(11–12), 1376–1389. doi: 10.1080/14783363.2013.776767
   Web of Science ®Google Scholar
• Ribbink, D., van Riel, A., & Streukens, S. (2004). Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446–456. doi: 10.1108/09604520410569784
   Google Scholar
• Rönnbäck, A., & Witell, L. (2008). A review of empirical investigations comparing quality initiatives in manufacturing and service organizations. Managing Service Quality, 18(6), 577–593. doi: 10.1108/09604520810920077
   Google Scholar
• Rusjan, B., & Alic, M. (2010). Capitalising on ISO 9001 benefits for strategic results. International Journal of Quality & Reliability Management, 27(7), 756–778. doi: 10.1108/02656711011062372
   Google Scholar
• Shankar, V., Smith, Amy K. & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 1–42. doi: 10.1016/S0167-8116(03)00016-8
   Web of Science ®Google Scholar
• Smith, Amy K., & Bolton, Ruth N. (1998). An experimental investigation of service failure and recovery: Paradox or peril? Journal of Service Research, 1(1), 65–81. doi: 10.1177/109467059800100106
   Google Scholar
• Tax, Stephen S., & Brown, Stephen W. (1998). Recovering and learning from service failure. Sloan Management Review, 40(1), 75–88.
   Google Scholar
• Tenenhaus, M., Amato, S., & Esposito Vinzi, V. (2004). A global goodness-of-fit index for PLS structural equation modelling. Proceedings of the XLII SIS scientific meeting (pp. 739–742). Contributed Papers. Padova: CLEUP.
   Google Scholar
• Van der Wiele, T., Van Iwaarden, J., Williams, R., & 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, 22(2), 101–119. doi: 10.1108/02656710510577189
   Google Scholar