Skip to main content

2018 | OriginalPaper | Buchkapitel

The Internalization of a Sectorial Standard for Quality Management: A Qualitative Analysis in Tourism

verfasst von : Juan-José Tarí, José F. Molina-Azorín, Jorge Pereira-Moliner, María D. López-Gamero

Erschienen in: ISO 9001, ISO 14001, and New Management Standards

Verlag: Springer International Publishing

Aktivieren Sie unsere intelligente Suche um passende Fachinhalte oder Patente zu finden.

search-config
loading …

Abstract

The aim of this work is to analyze the motives for adopting a quality standard and the internalization process in tourism organizations with a sectorial quality certificate using a qualitative study. The results show, first, that the motives for adopting quality standards can be internal and external (for example, quality culture, management commitment, employee management, and the pressure from customers and society). Second, the following enablers are essential for the internalization process: management commitment, initial and ongoing training for employees, application of documentation to daily routines and follow-up.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Literatur
Zurück zum Zitat Allur E, Heras-Saizarbitoria I, Casadesús M (2014) Internalization of ISO 9001: a longitudinal survey. Ind Manage Data Syst 114:872–885CrossRef Allur E, Heras-Saizarbitoria I, Casadesús M (2014) Internalization of ISO 9001: a longitudinal survey. Ind Manage Data Syst 114:872–885CrossRef
Zurück zum Zitat Arauz R, Suzuki H (2004) ISO 9000 performance in Japanese industries. Total Qual Manage Bus Excell 15:3–33CrossRef Arauz R, Suzuki H (2004) ISO 9000 performance in Japanese industries. Total Qual Manage Bus Excell 15:3–33CrossRef
Zurück zum Zitat Ataseven C, Prajogo DI, Nair A (2014) ISO 9000 internalization and organizational commitment-implications for process improvement and operational performance. IEEE Trans Eng Manage 61:5–17CrossRef Ataseven C, Prajogo DI, Nair A (2014) ISO 9000 internalization and organizational commitment-implications for process improvement and operational performance. IEEE Trans Eng Manage 61:5–17CrossRef
Zurück zum Zitat Bayo-Moriones A, Merino-Díaz-de-Cerio J, Escamilla-de-León SA (2011) The impact of ISO 9000 and EFQM on the use of flexible work practices. Int J Prod Econ 130:33–42CrossRef Bayo-Moriones A, Merino-Díaz-de-Cerio J, Escamilla-de-León SA (2011) The impact of ISO 9000 and EFQM on the use of flexible work practices. Int J Prod Econ 130:33–42CrossRef
Zurück zum Zitat Boiral O (2003) ISO 9000: outside the iron cage. Organ Sci 14:720–737CrossRef Boiral O (2003) ISO 9000: outside the iron cage. Organ Sci 14:720–737CrossRef
Zurück zum Zitat Boiral O (2011) Managing with ISO systems: lessons from practice. Long Range Plan 14:197–220CrossRef Boiral O (2011) Managing with ISO systems: lessons from practice. Long Range Plan 14:197–220CrossRef
Zurück zum Zitat Boiral O, Roy MJ (2007) ISO 9000: integration rationales and organizational impacts. Int J Oper Prod Manage 27:226–247CrossRef Boiral O, Roy MJ (2007) ISO 9000: integration rationales and organizational impacts. Int J Oper Prod Manage 27:226–247CrossRef
Zurück zum Zitat Briscoe JA, Fawcett SE, Todd RH (2005) The implementation and impact of ISO 9000 among small manufacturing enterprises. J Small Bus Manage 43:309–330CrossRef Briscoe JA, Fawcett SE, Todd RH (2005) The implementation and impact of ISO 9000 among small manufacturing enterprises. J Small Bus Manage 43:309–330CrossRef
Zurück zum Zitat Brown A, Van der Wiele T, Loughton K (1998) Smaller enterprises’ experiences with ISO 9000. Int J Qual Reliab Manage 15(3):273–285CrossRef Brown A, Van der Wiele T, Loughton K (1998) Smaller enterprises’ experiences with ISO 9000. Int J Qual Reliab Manage 15(3):273–285CrossRef
Zurück zum Zitat Celsi RL, Rose RL, Leigh TW (1993) An exploration of high-risk leisure consumption through skydiving. J Consum Res 20(1):1–23CrossRef Celsi RL, Rose RL, Leigh TW (1993) An exploration of high-risk leisure consumption through skydiving. J Consum Res 20(1):1–23CrossRef
Zurück zum Zitat Christmann P, Taylor G (2006) Firm self-regulation through international certificable standards: determinants of symbolic versus substantive implementation. J Int Bus Stud 37:863–878CrossRef Christmann P, Taylor G (2006) Firm self-regulation through international certificable standards: determinants of symbolic versus substantive implementation. J Int Bus Stud 37:863–878CrossRef
Zurück zum Zitat DiMaggio PJ, Powell W (1983) The iron cage revisited institutional isomorphism and collective rationality in organizational fields. Am Sociol Rev 48:147–160CrossRef DiMaggio PJ, Powell W (1983) The iron cage revisited institutional isomorphism and collective rationality in organizational fields. Am Sociol Rev 48:147–160CrossRef
Zurück zum Zitat Heras-Saizarbitoria I (2011) Internalization of ISO 9000: an exploratory study. Ind Manage Data Syst 111:1214–1237CrossRef Heras-Saizarbitoria I (2011) Internalization of ISO 9000: an exploratory study. Ind Manage Data Syst 111:1214–1237CrossRef
Zurück zum Zitat Heras-Saizarbitoria I, Boiral O (2013) ISO 9001 and ISO 14001: towards a research agenda on management system standards. Int J Manage Rev 15:47–65CrossRef Heras-Saizarbitoria I, Boiral O (2013) ISO 9001 and ISO 14001: towards a research agenda on management system standards. Int J Manage Rev 15:47–65CrossRef
Zurück zum Zitat Huarng F, Horng C, Chen C (1999) A study of ISO 9000 process, motivation and performance. Total Qual Manage 10:1009–1025CrossRef Huarng F, Horng C, Chen C (1999) A study of ISO 9000 process, motivation and performance. Total Qual Manage 10:1009–1025CrossRef
Zurück zum Zitat Jang W-Y, Lin C-I (2008) An integrated framework for ISO 9000 motivation, depth of ISO implementation and firm performance, the case of Taiwan. J Manuf Technol Manage 19:194–216CrossRef Jang W-Y, Lin C-I (2008) An integrated framework for ISO 9000 motivation, depth of ISO implementation and firm performance, the case of Taiwan. J Manuf Technol Manage 19:194–216CrossRef
Zurück zum Zitat 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. Int J Qual Reliab Manage 14:650–660CrossRef 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. Int J Qual Reliab Manage 14:650–660CrossRef
Zurück zum Zitat Martínez-Costa M, Martínez-Lorente A, Choi TY (2008) Simultaneous consideration of TQM and ISO 9000 on performance and motivation: an empirical study of Spanish companies. Int J Prod Econ 113:23–39CrossRef Martínez-Costa M, Martínez-Lorente A, Choi TY (2008) Simultaneous consideration of TQM and ISO 9000 on performance and motivation: an empirical study of Spanish companies. Int J Prod Econ 113:23–39CrossRef
Zurück zum Zitat Meyer JW, Rowan B (1977) Institutional organizations: formal structure as myth and ceremony. Am J Sociol 83:340–363CrossRef Meyer JW, Rowan B (1977) Institutional organizations: formal structure as myth and ceremony. Am J Sociol 83:340–363CrossRef
Zurück zum Zitat Miles MB, Huberman AM (1984) Qualitative data analysis. Sage, Thousand Oaks Miles MB, Huberman AM (1984) Qualitative data analysis. Sage, Thousand Oaks
Zurück zum Zitat Nair A, Prajogo D (2009) Internalisation of ISO 9000 standards: the antecedent role of functionalist and institutionalist drivers and performance implications. Int J Prod Res 47:4545–4568CrossRef Nair A, Prajogo D (2009) Internalisation of ISO 9000 standards: the antecedent role of functionalist and institutionalist drivers and performance implications. Int J Prod Res 47:4545–4568CrossRef
Zurück zum Zitat Naveh E, Marcus A (2005) Achieving competitive advantage through implementing a replicable management standard: installing and using ISO 9000. J Oper Manage 24:1–26CrossRef Naveh E, Marcus A (2005) Achieving competitive advantage through implementing a replicable management standard: installing and using ISO 9000. J Oper Manage 24:1–26CrossRef
Zurück zum Zitat Prajogo D, Huo B, Han A (2012) The effects of different aspects of ISO 9000 implementation on key supply chain management practices and operational performance. Supply Chain Manage Int J 17:306–322CrossRef Prajogo D, Huo B, Han A (2012) The effects of different aspects of ISO 9000 implementation on key supply chain management practices and operational performance. Supply Chain Manage Int J 17:306–322CrossRef
Zurück zum Zitat Prajogo DI (2011) The roles of firms’ motives in affecting the outcomes of ISO 9000 adoption. Int J Oper Prod Manage 31:78–100CrossRef Prajogo DI (2011) The roles of firms’ motives in affecting the outcomes of ISO 9000 adoption. Int J Oper Prod Manage 31:78–100CrossRef
Zurück zum Zitat Psomas EL, Pantouvakis A, Kafetzopoulos DP (2013) The impact of ISO 9001 effectiveness on the performance of service companies. Manage Serv Qual 23:149–164CrossRef Psomas EL, Pantouvakis A, Kafetzopoulos DP (2013) The impact of ISO 9001 effectiveness on the performance of service companies. Manage Serv Qual 23:149–164CrossRef
Zurück zum Zitat Rubio-Andrada L, Alonso-Almeida MM, Rodríguez-Antón JM (2011) Motivations and impacts in the firm and stakeholders of quality certification: evidence from small-and medium-sized service enterprises. Total Qual Manage Bus Excell 22:833–852CrossRef Rubio-Andrada L, Alonso-Almeida MM, Rodríguez-Antón JM (2011) Motivations and impacts in the firm and stakeholders of quality certification: evidence from small-and medium-sized service enterprises. Total Qual Manage Bus Excell 22:833–852CrossRef
Zurück zum Zitat Sharma DS (2005) The association between ISO 9000 certification and financial performance. Int J Account 40:151–172CrossRef Sharma DS (2005) The association between ISO 9000 certification and financial performance. Int J Account 40:151–172CrossRef
Zurück zum Zitat Singels J, Ruël G, van de Water H (2001) ISO 9000 series certification and performance. Int J Qual Reliab Manage 18(1):62–75CrossRef Singels J, Ruël G, van de Water H (2001) ISO 9000 series certification and performance. Int J Qual Reliab Manage 18(1):62–75CrossRef
Zurück zum Zitat Singh PJ (2008) Empirical assessment of ISO 9000 related management practices and performance relationships. Int J Prod Econ 113:40–59CrossRef Singh PJ (2008) Empirical assessment of ISO 9000 related management practices and performance relationships. Int J Prod Econ 113:40–59CrossRef
Zurück zum Zitat Tarí JJ, Heras-Saizarbitoria I, Pereira-Moliner J (2013) Internalization of quality management in service organizations. Manage Serv Qual 23:456–473CrossRef Tarí JJ, Heras-Saizarbitoria I, Pereira-Moliner J (2013) Internalization of quality management in service organizations. Manage Serv Qual 23:456–473CrossRef
Metadaten
Titel
The Internalization of a Sectorial Standard for Quality Management: A Qualitative Analysis in Tourism
verfasst von
Juan-José Tarí
José F. Molina-Azorín
Jorge Pereira-Moliner
María D. López-Gamero
Copyright-Jahr
2018
DOI
https://doi.org/10.1007/978-3-319-65675-5_6