Loading...
Publication
Impact of quality management adoption in customer performance – moderation effect analysis in the context of exporting Portuguese firms
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.36 MB | Adobe PDF |
Authors
Abstract(s)
The impact of the implementation of ISO norms in the firms’ performance has been
evaluated considering indicators which are nor easily quantified such as the organizational
efficiency or indicators easily measurable such as the stock value or CEO compensation, but
that are not directly linked to the implementation of ISO norms in a firm. This study uses
customer orientation, product innovation and leadership as quantifiable items that play an
important role in the overall firm’s performance. The study uses data from the Portuguese
firms and will attest whether the implementation of ISO norms can be beneficial for the
firms’ customer performance. The existing literature has presented different conclusions on
the impact of the ISO norms in the firms’ performance also due to the type of adoption that
the firms use when implementing the ISO norms.
Description
Keywords
ISO norms Customer performance Quality management Product innovation Leadership