Title: Relationship between the principles transmitted by consultants implementing the ISO 9000 standard and the loyalty of their clients

Authors: Frederic Marimon Viadiu, Eduard Cristobal Fransi

Addresses: Universitat Internacional de Catalunya, School of Economics and Social Sciences, Immaculada, 22, 08017 Barcelona, Spain. ' Universitat de Lleida, Social Science Faculty, Víctor Siurana, 1, 25003 Lleida, Spain

Abstract: The ISO 9000:2000 standard provides eight quality management principles. Senior managers may use them as a framework to guide their organisations towards improved performance. The article analyses the way the specialised consultants in implementing the standard enable their customers to assume the principles. It has been found that the better a consultant transmits the spirit of the standard, the better for himself and for their clients as well. In fact, the consultancy will get a higher recommendation degree, and the customer will get more benefits.

Keywords: consultancy; ISO 9000; quality management; quality standards; client loyalty; quality improvement; service quality.

DOI: 10.1504/IJSTM.2006.011001

International Journal of Services Technology and Management, 2006 Vol.7 No.4, pp.320 - 331

Available online: 03 Oct 2006 *

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