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To test the strength of the relationship between motivation for seeking ISO 9000 certification, quality culture, management responsibility, and the perceived benefits derived from ISO 9000 certification.

The research involved the development and application of a survey instrument applied to a sample of 1500 ISO 9000 certified organisations. The response rate was 27 per cent (400 responses). The data was analysed using SPSS for Windows, multivariate functions.

Amongst the major findings is organisations that seek ISO 9000 certification with a proactive approach driven by a continuous improvement strategy are more likely to derive significant business benefits as a result. We also found that organisations can effectively use ISO certification as a means of promoting and facilitating a quality culture, where the quality auditor is an important player in the process.

The paper reinforces the long held anecdotal view that the development of a strong quality culture should precede ISO certification. Yet results also show that ISO certification can promote this culture. We conclude that the motivation for seeking certification would determine which comes first: the quality culture or ISO 9000 certification. The findings are important evidence for managers to make a decision whether to seek ISO 9000 certification or not. Our research results show that ISO 9000 certification can deliver significant business benefits if it is implemented as part of a continuous improvement strategy.

This paper aims to analyze the antecedents of two variables concerning the presence of quality certifications in hotel chains: the (ex ante) decision to become a member of the quality system and the (ex post) trend to increase or decrease the number of certified properties. Six hypotheses are posed and tested.

The empirical investigation is carried out on the Spanish Q for Quality in Tourism using a database including 295 hotel chains and 2,727 hotels.

The results evidence the presence of differences in the behavior of hotel chains relative to certification depending on their size, market segment, customer origin and the geographical concentration of their establishments.

This research deepens in how the hotel chain characteristics affect the effectiveness of a quality certification. The consideration of two stages in investment decisions allows the authors to identify differences in the ex ante and ex post decision processes. As a result, one factor (geographical concentration) has been detected as being underrated by managers in the first stage.

Este artículo analiza los antecedentes de dos variables relacionadas con las certificaciones de calidad en cadenas hoteleras: La (ex-ante) decisión de formar parte de un sistema de calidad, y la (ex-post) tendencia a incrementar o reducir el número de establecimientos certificados. Seis hipótesis han sido propuestas y contrastadas.

La investigación empírica ha sido desarrollada en el marco de la marca Q de calidad para el turismo en España usando una base de datos que incluye 295 cadenas hoteleras y 2,727 hoteles.

Los resultados ponen de manifiesto la presencia de diferencias en el comportamiento de las cadenas hoteleras en materia de certificación dependiendo de su tamaño, segmento de mercado atendido, origen de la clientela y del grado de concentración geográfica de sus establecimientos.

El artículo profundiza en cómo las carfacterísticas de la cadena hotelera afectan a la eficacia de la certificación de calidad. Tener en consideración la existencia de dos etapas en las decisones de inversión nos permite identificar diferencias entre los procesos de decisión ex-ante y ex-post. Como resultado, hemos observado que un factor (la concentración geográfica) está siendo infravalorado por parte de os directivos en sus decisiones en la primera etapa.

The purpose of this study is to examine whether there is a difference between ISO 9001 certified and non‐certified companies in terms of performance.

In order to determine the effect of certification on performance, motivations for certification and companies' quality practices have been considered as factors. A survey was carried out with 255 small to medium‐sized enterprises (SMEs) in Turkey. The differences between certified and non‐certified companies in terms of performance and quality practices were examined by one‐way analysis of variance (one‐way ANOVA).

The results showed no statistically significant difference between certified and non‐certified companies in terms of performance. Certification showed no direct effect on performance. Also it has been claimed that the quality practices of certified companies was higher than those of non‐certified companies, according to results it is showing a statistically significant difference, in the 0.01 level of significance. However, higher quality practice does not necessarily mean higher performance. Motivations for certification also affect performance; it was found that companies that are internally motivated for certification have partially higher performance than companies externally motivated.

To the authors' knowledge, this is the first study examining the effect of the ISO 9001 quality management system on the performance of SMEs in Turkey.

The purpose of this paper is to explore farmers’ intention to stay under a quality certification scheme, and the factors that impact this intention.

Combining the agricultural household approach with the value concept, the paper analyses farmers’ intention using field research data. The improvements farmers observe after certification are viewed as utilities the farm household derives, which have an impact on farmers’ intention. These improvements are located as “enablers” and “results” in the EFQM Excellence Model to better explain the findings.

Farmers’ intention tends to be positive, and impacted by five improvements. These are located in both the enablers and results fields, implying that farmers’ intention is holistically shaped. Furthermore, eight characteristics of the farm and farm household, and four sources of information, shift farmers’ intention.

Since farmers’ intention is examined independently of the quality standards that each one implements, future research should account for the impact of these differences. It should also examine the impact of various policy measures on farmers’ intention. Since analysis assumes a linear relationship, future research should introduce a more complex model, possibly in structural form.

Public authorities should make the maintenance of quality certification more attractive, especially for segments without strong intention. Certifiers should adjust their audit services to enhance value; and players in the food supply chain should consider the drivers of farmers’ intention when building marketing strategies.

To the authors’ knowledge, there are no extant studies exploring farmers’ intention to maintain certification. In addition, the paper proposes a novel theoretical framework, which should also be used in cases where quality-related changes in enterprises impact the income and quality of life of the enterprise owners, for instance in small- and medium-sized enterprises (SMEs).

Despite all the studies carried out in order to analyze the impact of quality management systems' implementation and certification on companies' financial performance, conclusions reached so far have a contradictory nature. Some authors conclude that there is a positive relationship between ISO 9001 certification and companies' financial improvement, while others do not find evidence to support such a relationship. The purpose of this paper is to present the main results derived from a research project developed in order to analyze the economical impact of quality management system implementation and certification on companies' performance.

This paper describes the results obtained from studying the economic impact of quality management systems, based on the adoption of a case study methodology. The authors' goal was to reconstruct the companies' financial history with the aim of identifying the benefits and costs directly related to their quality management systems. The analyzed time period ranged from the year when the company decided to implement its quality management system up to the present.

Results show that it is not unanimous that certified companies would be less profitable if they had not implemented their quality management systems.

This paper tries to be an important contribution to the worldwide research related to the quality management systems' impact on companies' financial performance.

The purpose of this paper is to examine whether International Organisation for Standards (ISO) certification affects consumer perceptions of the service provider.

Data from a questionnaire survey of 204 Spanish consumers of insurance services is used to investigate whether differences exist in consumer perceptions of the services provided by ISO 9000‐certified firms and non‐certified firms in terms of: quality; satisfaction; and corporate image. Mean and covariance structure analysis (MACS) is employed to provide reliable analysis of any differences detected.

The paper finds that ISO certification improves consumers' perceptions with regard to all three variables (quality, satisfaction, and corporate image). This was especially the case with respect to perceived service quality and perceived corporate image. The results therefore suggest that ISO 9000 certification enables companies to realise marketing benefits as a result of enhanced evaluation of service by consumers.

An acknowledged limitation of the study is the high variability of the effect size estimates for the three variables. Future studies should use larger samples to reduce such variability.

The paper shows that previous studies of the ISO 9000 standards have tended to focus on management and expert opinion rather than the opinion of customers. The present study addresses this deficiency in the extant literature by seeking the perspective of the customer, which is of critical importance in assessments of quality and marketing benefits.

The objectives of this study are to find out why tour operators implement quality assurance, and what problems and challenges they face in doing so.

This study utilized a multiple‐case study approach, interviewing the senior managers of three accredited tour operators using formally structured questions.

The purposes for which the tour operators attained ISO 9000 certification were image building, promotion and advertising; to rectify the varying standards amongst different departments; to build an understanding of the operations; to review the operation procedures and system, and the management of the tour operators; as well as to legitimize the senior management's action to make changes. A number of negative aspects to the ISO 9000 certification were found, including the high cost of implementation, lukewarm reception by staff, reduced effectiveness over time and that consistency of procedures did not equate to good or improving quality.

As the current research used a very small sample, only limited generalizations can be made.

Tour operation is a service‐based business in which it is difficult to standardize service quality – but, where an attempt is made, there does seem to be a significant reduction in human error.

A body of literature exists in which arguments for and against the use and practices of the ISO 9000 certification in different sectors are presented, but the tour operator industry is neglected. This paper examined the value of quality assurance certification in the tour operators sector to fill the void.

Food markets are characterized by asymmetric information between suppliers and consumers, which causes inefficiency of market and food safety risks. This paper studies how the food quality and safety information disclosed by the government affects the hazard analysis and critical control point (HACCP) certification decision of meat producers. The heterogeneity of the effects across different regions, provinces with different meat output scales and provinces with different intensities of food safety regulation is evaluated.

This paper applies a unique database comprising information from multiple sources. Food quality and safety information disclosure is indicated by the number of failure records of food sampling inspections by the government in 2015–2018. Fixed-effect model is used in the analyses.

The results demonstrate that food quality and safety information disclosure has a significant effect on the HACCP certification adoption by meat producers. The effect is heterogeneous across geographic regions, i.e. this effect is larger in the east and the middle of China than that in the west and the northeast. The heterogeneity across regions may be caused by the variance in meat output scales and fiscal expenditures on food safety among provinces.

This research is one of the preliminary attempts to understand how producers respond in terms of HACCP certification to the amount of food quality and safety information disclosed by the government, based on the case of meat industry in China.

This study aims to analyzes the effects of the consumer-generated media (CGM) boom on hotel managers’ investment behavior concerning quality signals.

Survival analysis has been conducted, considering the permanence/dropout of the Spanish hotels in a quality certification system during the 1998–2020 period.

The number of hotels certified since 2010 has been progressively falling, pointing to a decreasing interest of the managers in these certifications. Nevertheless, this is not a generalized phenomenon: the hotel characteristics and the number and nature of reviews about them in CGM significantly affect their permanence decisions in certification systems.

The findings provide several keys to optimizing investment management in quality signals considering hotel characteristics and their positioning in CGM.

To the best of the authors’ knowledge, this is the first study that analyses the relationship between the presence of hotels in CGM and their investments in alternative quality signals. The results will allow future investment decisions based on previous real business experiences.

The purpose of this paper is to explore the association between ISO 9000 certification and business performance for small-to-medium enterprises in the food and beverage (F&B) industry.

The research employed a qualitative approach based on case studies to investigate in depth how companies perceive ISO 9001. More specifically, four enterprises were examined, and a total of 26 semi-structured in-depth interviews were conducted with top and middle managers from the companies. Questions were validated by experts and through pilot interviews. In total, 45 documents of a broad range related to the quality management system were examined. Personal observation and non-structured consultation with personnel were also used to evaluate the possible impacts and livelihood outcomes.

Research findings showed that the certified companies in the F&B industry gain a number of both internal and external benefits, including: quality awareness, increased productivity, increased personnel participation and efficiency, improved image and penetration into new markets. Regarding the financial benefits of certification, the findings are not as convincing, as one company reported no financial benefits, and the rest reported that financial benefits are indirect and intangible. Conclusively, it can be said that SMEs that wish to pursue certification should certainly expect benefits.

Although many studies have concentrated on analyzing the impact of the implementation of ISO 9001 certification, there is still a clear need for research in specific sectors. Practicing managers and researchers will be able to examine findings in order to evaluate benefits and weaknesses from certification, thereby identifying and acting before and after certification.

Although the F&B industry has shown a great preference for the ISO 9000 standard and has adopted it extensively, scant empirical evidence has been recorded on the subject. This paper contributes to a better understanding of the benefits for implementing the ISO 9001 certification and to the analysis of its application to the ever-important F&B industry in Greece, a country whose economy is particularly supported by SMEs and has been severely hit by the economic crisis. Researchers will therefore further their knowledge, understand benefits but also acknowledge weaknesses.