Chiarini, Andrea; Castellani, Paola; Rossato, Chiara - In: The TQM Journal 32 (2019) 1, pp. 21-37
Purpose: The purpose of this paper is to investigate the factors that are important for improving the performance of ISO 9001 certified small- and medium-sized service enterprises (SMSEs). Design/methodology/approach: Preliminary research questions were set on the basis of a literature review...