Large service industry companies specifically are examined in ‘Does ISO 9000 certification make a profound difference to the way service quality is perceived and measured‘ (Dick, Gallimore, Brown, 2002). The report focuses on the use and importance of quality measurements for these types of firms in the UK.
In the research ‘It was found that the service firms that consider quality certification to be important, have a different emphasis on quality than other service firms do. The survey found that these firms have an increased usage and emphasis on both the internal (conformance) and customer-based (expectation-gap) quality measures.’ The report concludes ‘… ISO 9000 makes a profound difference in the way quality is perceived and measured in service firms’.
Staffordshire University (Dick); Manchester Metropolitan University (Gallimore); North Staffordshire Combined Health Care NHS Trust (Brown)