The worldwide trend of ISO 9001 certification throughout the last decades has instigated a rigorous debate on whether and under which circumstances real quality results are attained by certified companies. The purpose of this paper is to investigate how focus on human resources (HR), especially...

The purpose of this paper is to investigate the heterogeneity in the implementation of ISO 9001 quality management system in service-oriented organizations, and to identify patterns (i.e. relationships, dependencies, and exceptions) among critical implementation factors, possible implementation...