Santos, João Neves de CarvalhoMachado, Luís MiguelBugalho, Vânia Filipa Marques2022-12-122022-12-122022-06-22http://hdl.handle.net/10400.8/7927The 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.engISO normsCustomer performanceQuality managementProduct innovationLeadershipmaster thesis203118588