Does ISO 9000 certification affect consumer perceptions of the service provider?

Laura Martínez · José Antonio Martínez García

40 citations0/0 files storedManaging Service Quality

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Quality and Management Systems Customer Service Quality and Loyalty Management Systems and Quality Improvement

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Purpose – The purpose of this paper is to examine whether International Organisation for Standards (ISO) certification affects consumer perceptions of the service provider.

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1979Prospect Theory: An Analysis of Decision under Risk 1998Principles and Practice of Structural Equation Modeling 1988Prospect theory: An analysis of decision under risk 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 2005Principles and practice of structural equation modeling, 2nd ed.1992A National Customer Satisfaction Barometer: The Swedish Experience

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