Dick, Gavin P.M.; Heras, Iñaki; Casadesús, Martí - In: International Journal of Operations & Production Management 28 (2008) 7, pp. 687-708
Purpose – The adoption of the ISO 9001 Quality Management Systems Standard has proven to be a persistent and growing phenomenon in services and manufacturing, yet to date little research has been done that can indicate how far improved business performance can be attributed to it rather than...