根據ISO國際組織最新的統計數字指出，截至2005年11月底止，已經有161個國家，共776,608個單位通過ISO 9000品質認證。這數字充分顯示ISO 9000品質認證系統之國際化及重要性。本論文提出兩個不同之線性結構模型探討台灣企業申請 ISO 9000認證是否能獲得企業績效，並且分析台灣企業執行ISO 9000的成功模式。
本論文的第一部分，建構一連結ISO 9000認證動機、執行深度及企業績效的理論模式，探討台灣企業申請 ISO 9000認證是否能獲得企業績效，認證動機是否會影響ISO 9000的執行深度，並且探討ISO 9000的執行深度如何影響企業績效。實證結果指出，ISO 9000的執行深度對企業績效存在有正向的顯著效果；另一方面，內在動機對ISO 9000的執行深度存在直接效果，而外在動機對ISO 9000的執行深度只存在間接效果，必需透過內在動機的中介效果，才能對企業績效產生正向影響。
本論文第二部份，建構一較完整的理論模式探討台灣企業執行ISO 9000的成功模式，透過高階主管的支持、品質規劃、員工參與、持續改善等四項關鍵執行變數探討其相互關係及其對企業績效的影響。實證結果顯示，影響ISO 9000的成功因素為：高階主管的支持、品質規劃、員工參與、持續改善，此外，這些因素為串連的關係，在執行的過程缺一不可。

According to the latest statistics released by the ISO (ISO, 2006), up to the end of December 2005, 161 countries accounted for 776,608 certifications. Such an impressive number does indeed make ISO 9000 a universal and significant phenomenon. This thesis includes two articles within different structural equation models to investigate whether business can benefit from ISO 9000 and how business has successfully implemented ISO 9000 in Taiwan.

The first essay empirically examines whether business can benefit from ISO 9000, and examines how motivation impacts the depth of ISO 9000 implementation and how the depth of ISO 9000 implementation impacts a firm’s performance in Taiwan. The results demonstrate that a positive relationship exists between the extent to which companies implement ISO 9000 and firm performance. Additionally, internal motivation fully mediates the relationship between external motivation and ISO implementation depth.

The second part in this thesis empirically examines how business in Taiwan has successfully implemented and benefited from ISO 9000. Using the structural equation model, this study is grounded in a theoretical framework that links five key variables: top management support, quality planning, employee involvement, continuous improvement and firm performance. The empirical results indicate that keys to success include four constructs, namely top management support, quality planning, employee involvement and continuous improvement. These constructs are a series of chain, rather than parallel components.

References

Acharya, U.H. and Ray, S. (2000), “ISO 9000 certification in Indian industries: a survey”, Total Quality Management, Vol. 11 No.3, pp.261-266.
Ahire, S.L. and Dreyfus, P. (2000), “The impact of design management and process management on quality: an empirical examination”, Journal of Operations Management, Vol. 18, pp. 549–575.
Ambrose, M.L. and Kulik, C.T. (1999), “Old friends, new faces: motivation research in the 1990s”, Journal of Management, Vol. 25 No.3, pp. 231-292.
American Quality Foundation and Ernst and Young (1992), International Quality Study: the Definitive Study of the Best International Quality Management Practices, Cleveland, Ohio.
Anderson, J., Rungtusanatham, M., Schroeder, R., and Devaraj, S. (1995), “A path analytic model of a theory of quality management underlying the Deming management method: Preliminary empirical findings”, Decision Sciences, Vol. 26, pp. 637-658.
Anderson, J.C. and Gerging, D.W. (1988), “Structural equation modeling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol.103 No.3, pp. 411-423.
Anderson, S.W., Daly, J.D. and Johnson, M.F. (1999), “Why firms seek ISO 9000 certification: regulatory compliance competitive advantage?”, Production and Operations Management, Vol. 8 No. 1, pp. 28-43.
Arauz, R. and Suzuki, H. (2004), “ISO 9000 performance in Japanese Industries”, Total Quality Management and Business Excellence, Vol. 15 No. 1, pp. 3-33.
Argyris, C. (1998), “Empowerment: the emperor’s new clothes”, Harvard Business Review, Vol. 76 No. 3, pp. 98-105.
Armstrong, J. and Overton, T. (1977), “Estimating nonresponse bias in mail surveys”, Journal of Marketing Research, Vol.14, pp. 396-402.
Bagozzi, R.P. and Phillips, L.W. (1982), “Representing and testing organizational theories: a holistic construal”, Administrative Science Quarterly, Vol. 17, pp. 459-89.
Bagozzi, R.P. and Yi, Y. (1988), “On the evaluation of structural equation models”, Journal of the Academy of Marketing Science, Vol. 16, Spring, pp. 74-94.
Barclay, C.A. (1993), “Quality strategy and TQM policies: empirical evidence”, Management International Review, Vol. 33, pp. 87-98.
Beattie, K.R. and Sohal, A.S. (1999), “Implementing ISO 9000: a study of its benefits among Australian organizations”, Total Quality Management, Vol. 10 No.1, pp. 95-106.
Bhuiyan, N. and Alam, N. (2005), “A case study of a quality system implementation in a small manufacturing firm”, International Journal of Productivity and Performance Management, Vol. 54 No. 3, pp. 172-186.
Bhuiyan, N. and Alam, N. (2005), “An investigation into issues related to the latest version of ISO 9000”, Total Quality Management and Business Excellence, Vol. 16 No.2, pp. 199-213.
Bhuiyan, N. and Alam, N. (2005), “An Investigation Into Issues Related to the Latest Version of ISO 9000”, Total Quality Management and Business Excellence, Vol. 16 No.2, pp. 199-213.
Blackham, A. (1992), The Value of ISO 9000 Registration, Conclusions of an International Survey, Bywater PLC.
Bodinson, G.W. (1991), “Warning: ignoring ISO standards may be harmful to your company's future”, Industrial Management, Vol. 33 No. 2, pp. 11-12.
Bollen, K.A. and Long, J.S. (1992), “Tests for Structural Equation Models: introduction”, Sociological Methods and Research, Vol. 21 No. 2, pp. 123-131.
Box, G., (1997), “Scientific method: the generation of knowledge and quality”, Quality Progress, Vol. 30 No. 1, pp. 47-50.
Brecka, J. (1994), “Survey of registers for ISO 9000: prices down, success rate up”, Quality Progress, Vol. 27 No. 2, pp. 20-21.
Briscoe, J.A., Fawcett, S.E. and Todd, R.H. (2005), “The implementation and impact of ISO 9000 among small manufacturing enterprises”, Journal of Small Business Management, Vol. 43 No. 3, pp. 309-330.
Brown, A., Wiel, T. and Loughton, K. (1998), “Smaller enterprises' experience with ISO 9000”, International Journal of Quality and Reliability Management, Vol. 15 No. 3, pp. 273-285.
Burr, J.T. (1990), “The future necessity”, Quality Progress, Vol. 23 No. 6, pp. 19-23.
Byrne, B.M. (1998), Structural Equation Modeling with LISREL, PRELIS, and SIMPLIS: Basis Concepts, Application, and Programming, Lawrence Erlbaum, Mahwah.
Carlsson, M. and Carlsson, D. (1996), “Experiences of implementing ISO 9000 in Swedish industry”, International Journal of Quality & Reliability Management, Vol. 13 No.7, pp. 36-47.
Carmines, E.G. and Mciver, J.P. (1981), Analyzing models with unobserved variables. In: G.W. Bohrnstedt & E.F. Borgatta (Eds) Social Measurement: Current Issues , Beverly Hills, CA, Sage.
Casadesùs, M. and Giménez, G., Heras, I. (2001), “Benefits of ISO 9000 implementation in Spanish industry”, European Business Review, Vol. 13 No.6, pp. 327-336.
Casadesús, M. and Karapetrovic, S. (2005a), “Has ISO 9000 lost some of its lustre? A longitudinal impact study”, International Journal of Operations and Production Management, Vol. 25 No.6, pp. 580-596.
Casadesús, M. and Karapetrovic, S. (2005b), “An empirical study of the benefits and costs of ISO 9001: 2000 compared to ISO 9001/2/3/: 1994”, Total Quality Management and Business Excellence, Vol. 16 No. 1, pp. 105-120.
Casadesús, M., Giménez, G. and Martí, R. (1998), La normative de aseguramiento dela calidad ISO 9000 en Cataluña: expectativas y efectos. Estudio empírico. Proceeding of the VIII National Congress of ACEDE, September, Las Palmas de Gran Canaria.
Casadesús, M., Giménez, G. and Martí, R. (1999), Tipología de empresas certificadas según la normative ISO 9000. Análisis de los resultados de un estudio empírico. Proceedings of the LX National Congress of ACEDE, September, Burgos.
Chang, D.S. and, Lo L.K. (2005), “Measuring the relative efficiency of a firm's ability to achieve organizational benefits after ISO certification”, Total Quality Management and Business Excellence, Vol. 16 No. 1, pp. 57-69
Chevalier, F. (1991), “From quality circles to total quality”, International Journal of Quality and Reliability Management, Vol. 8 No. 4, pp. 9-24.
Chin, K.S., Poon, G.K.K. and Pun, K.F. (2000), “The critical maintenance issues of the ISO 9000 system: Hong Kong manufacturing industries’ perspective”, Work Study, Vol. 49 No. 3; pp. 89-96.
Churchill, G. (1979), “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16, pp. 64-73.
Conti, T. (2004), “From infancy to maturity: rethinking the role of ISO 9000 standards, TQM and business excellence models”, ASQ World Conference on Quality and Improvement Proceedings, Vol.58, pp. 1-7.
Corbett, C. J. and Montes-Sancho, M. and Kirsch, D.A. (2005), “The financial impact of ISO 9000 certification in the United States: an empirical analysis”, Management Science, Vol. 51, No. 7, pp. 1046-1059.
Corrigan, J. (1994), “Is ISO 9000 the path to TQM?”, Quality Progress, Vol. 27 No. 5, pp. 33-36.
Costa, M. and Lorente, M. (2004), “ISO 9000 as a tool for TQM: A Spanish case study”, The Quality Management Journal, Vol. 11 No.4, pp. 20-30.
Craig, C.S. and Douglas, S.P. (1982), “Strategic factors associated with market and financial performance”, Quarterly Review of Economics and Business, Vol. 22, pp. 101-112.
Cronbach, L.J. (1951), “Coefficient alpha and the internal structure of tests”, Psychometrika, Vol. 16, pp. 297-334.
Das, A., Handfield, R.B., Calantone, R.J. and Ghosh, S. (2000), “A contingent view of quality management - the impact of international competition on quality”, Decision Sciences, Vol. 31 No. 3, pp. 649-690.
deCharms, R. (1968), Personal Causation: The Internal Affective Determinants of Behavior , Academic Press, New York.
Deci, E.L. (1971), “Effects of externally mediated rewards on intrinsic motivation”, Journal of Personality and Social Psychology, Vol. 18, pp. 105-115.
Deci, E.L. and Ryan R.M. (1985), Intrinsic Motivation and Self-determination in Human Behavior, Plenum, New York.
Deming, W.E. (2000), Out of Crisis, Cambridge, MIT Center for Advanced Engineering.
Devos, J.F., Guerrero-Cusumano, J.L. and Selen, W.J. (1996), “ISO 9000 in the low countries: reaching for new heights?”, Business Process Re-engineering and Management Journal, Vol. 2 No. 1, pp. 26-47.
Dick, G. P.M. (2000), “ISO 9000 certification benefits, reality or myth?”, The TQM Magazine, Vol. 12 No. 6, pp. 365-371.
Dick, G.P.M. (2000), “ISO 9000 certification benefits, reality or myth?”, The TQM Magazine, Vol. 12, No. 6, pp. 365-371.
Douglas, A., Kirk, D., Brennan, C. and Tone, K. (1999), “Maximizing the benefits of implementation”, Total Quality Management, Vol. 10 No.4, pp. 507-513.
Dow, D., Samson, D. and Ford, S. (1999), “Exploding the myth: do all quality management practices contribute to superior quality performance?”, Production and Operations Management, Vol. 8, pp. 1-27.
Dumke de Medeiros, D. (2000), “Preparing an enterprise for ISO 9000 certification”, Work Study, Vol. 49 No. 5, pp. 194-197.
EFQM (2006), “Introducing excellence”, The European Foundation for Quality Management, http://www.efqm.org/uploads/introducing_english.pdf
Elmuti, D. (1996), “World-class standards for global competitiveness: And overview of ISO 9000”, Industrial Management, Vol. 38 No. 5, pp. 5-9.
Everett, E. and Adam, J. (1994), “Alternative quality improvement practice and organization performance”, Journal of Operations Management, Vol. 12 No. 1, pp. 27-44.
Feigenbaum, A.V. (1983), Total Quality Control, McGraw-Hill, New York.
Flynn, B.B., Schroeder, R.G. and Sakakibara, S. (1994), “A framework for quality management research and an associated measurement instrument”, Journal of Operations Management, Vol. 11 No. 4, pp. 339-366.
Flynn, B.B., Schroeder, R.G. and Sakakibara, S. (1995), “The impact of quality management practices on performance and competitive advantage”, Decision Sciences, Vol. 26 No. 5, pp. 659-691.
Forza, C. and Flippini, R. (1998), “TQM impact on quality conformance and customer satisfaction: a causal model”, International Journal of Production Economics, Vol. 55, pp. 1-20.
Fuentes, C.M., Benavent, F.B., Moreno, M.A.E., Cruz, T.G. and Pardo del Val, M. (2000), “Analysis of the implementation of ISO 9000 quality assurance systems”, Work Study, Vol. 49 No. 6, pp. 229-241.
Garvin, D. (1984), “What does product quality really mean?”, Sloan Management Review, pp. 25-43.
Gerbing, D.W. and Anderson, J.C. (1988), “An updated paradigm for scale development incorporating unidimensionality and its assessment”, Journal of Marketing Research, Vol. 25, pp. 186-192.
Goetsch, D.L. and Davis, S. (1995), Implementing Total Quality, Prentice Hall, New Jersey.
Gotzamani, K.D. and Tsiotras, G.D. (2002), “The true motives behind ISO 9000 certification: their effect on the overall certification benefits and long term contribution towards TQM”, The International Journal of Quality and Reliability Management, Vol. 19 No. 2, pp. 151-169.
Griffin, R. (1988), “Consequences of quality circles in an industrial setting: A longitudinal assessment”, Academy of Management Journal, Vol. 31 No. 2, pp. 338-358.
Hackman, J.R. and Wageman, R. (1995), “Total quality management: Empirical, conceptual, and practical issues”, Administrative Science Quarterly, Vol. 40, No. 2, pp. 309-342.
Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1995), Multivariate Data Analysis, Prentice-Hall, Englewood Cliffs.
Handfield, R., Ghosh, S. and Fawcett, S. (1998), “Quality-driven change and its effects on financial performance”, Quality Management Journal, Vol. 5 No. 3, pp. 13-30.
Heras, I., M. Casadesus and Dick G.P.M. (2002), “ISO 9000 certification and the bottom line: A comparative study of the profitability of Basque region firms”, Managerial Auditing Journal, Vol. 17, No. 1/2 pp. 72-78.
Heskett, J.L., Sasser, W.E. and Schlesinger, L.A. (1997), The Service Profit Chain, The Free Press, New York.
Hind, M. (1996), “Are the cultures required to attain ISO 9000 and total quality management mutually exclusive?”, Training for Quality, Vol. 4 No. 2, pp. 25-29.
Ho, D.C.K., Duffy, V.G. and Shih, H.M. (1999), “An empirical analysis of effective TQM implementation in the Hong Kong electronics manufacturing industry”, Human Factors and Ergonomics in Manufacturing, Vol. 9 No. 1, pp. 1-25.
Ho, S.K.M. (1995), “Is the ISO 9000 series for total quality management?", International Journal of Physical Distribution and Logistics Management, Vol. 25 No. 1, pp. 51-66.
Hockman, K.K. and Grenville, R.J.S. (1994), “Road map to ISO 9000 registration”, Quality Progress, Vol. 27 No. 5, pp. 39-42.
Hopen, D. (2004), “Consequences and Changing Behaviors”, The Journal for Quality and Participation, Vol.27, No. 1, pp. 15-23.
Hoyle, D. (2001), ISO 9000 quality systems handbook (4th ed.), Butterworth-Heinemann, Oxford.
Hua, H., Chin, K.S., Sun, H. and Xu, Y. (2000), “An empirical study on quality management practices in Shanghai manufacturing industries”, Total Quality Management, Vol. 11 No. 8, pp. 1111-1122.
Huarng, F., Horng, C. and Chen, C. (1999), “A study of ISO 9000 process, motivation and performance”, Total Quality Management, Vol. 10 No. 7, pp. 1009-1025.
Idris, M.A., McEwan, W. and Belavendram, N. (1996), “The adoption of ISO 9000 and total quality management in Malaysia”, The TQM Magazine, Vol. 8 No. 5, pp. 65-68.
Ishikawa, K. (1985), What Is Total Quality Control? The Japanese Way, Prentice Hall, Englewood Cliffs.
ISO (2006), “ISO’s membership rises to 150 countries”, International Organisation for Standardisation,URL:http://www.iso.org/iso/en/commcentre/pressreleases/2006/Ref1021.html
ISO (2006), “ISO’s membership rises to 150 countries”, International Organisation for Standardisation,URL:http://www.iso.org/iso/en/commcentre/pressreleases/2006/Ref1021.html
Jacobson, R. and Aaker, D.A. (1987), “The strategic role of product quality”, Journal of Marketing, Vol. 51 No. 4, pp. 31-44.
Jones, R., Arndt, G. and Kustin, R. (1997), “ISO 9000 among Australian companies: impact of time and reasons for seeking certification on perceptions of benefits received”, Internaltional Journal of Quality and Reliability Management, Vol. 14 No. 7, pp. 650-660.
Jöreskog, K.G. and Sörbom, D. (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language, Scientific Software International, Chicago.
Joubert, B. (1998), “ISO 9000: international quality standards”, Production and Inventory Management Journal, Vol. 2, pp. 60-65.
Juran, J.M. (1986), “Quality trilogy”, Quality Progress, Vol. 19 No. 8, pp. 14-24.
Juran, J.M. (1993), “Made in USA: a renaissance in quality”, Harvard Business Review, Vol. 71 No. 4, pp. 42-50.
Juran, J.M. and Gryna, F.M. (2001), Quality Planning and Analysis : from Product Development through US, McGraw Hill, Boston.
Kochen, A. (1993), “ISO 9000: creating a global standardization process”, Quality, October, pp.26-34.
Koo, H., Koo, F. and Tao, F.K.C. (1998), “Analysing employee attitudes towards ISO certification”, Managing service quality, Vol. 8, No. 5, pp. 312-321.
Kunda, Z. (1990), “The case for motivated reasoning”, Psychological Bulletin, Vol. 108 No. 3, pp. 480-498.
Lamprecht, J.L. (1991), “ISO 9000 implementation strategies”, Quality, Vol. 30 No. 11, pp. 14-17.
Lascelles, D.M. and Dale, B.G. (1988), “A review of the issues involved in quality improvement”, International Journal of Quality and Reliability Management, Vol. 5 No. 5, pp. 76-94.
Lee, T. (1995), “The experience of implementing ISO 9000 in Hong Kong”, Asia Pacific Journal of Quality Management, Vol. 4 No. 4, pp. 6-16.
Lima, M., Resende, M. and Hasenclever, L. (2000), “Quality certification and performance of Brazilian firms: an empirical study”, International Journal of Production Economies, Vol. 66 No. 2, pp. 143-147.
Lipovatz, D., Stenos, F. and Vaka, A. (1999), “Implementation of ISO 9000 quality systems in Greek enterprises”, International Journal of Quality and Reliability Management, Vol. 16 No. 6, pp. 534-51.
Llopis, J. and Tarí J.J. (2003), “The importance of internal aspects in quality improvement”, International Journal of Quality and Reliability Management, Vol. 20 No.3, pp. 304-324.
Magd, H.A.E. (2006), “An investigation of ISO 9000 adoption in Saudi Arabia”, Managerial Auditing Journal, Vol. 21 No. 2, pp. 132-147
Mahadevappa, B., Kotreshwar, G. (2004), “Quality management practices in Indian ISO 9000 certified companies: an empirical evaluation”, Total Quality Management and Business Excellence, Vol. 15 No. 3, pp. 295-305.
Martínez, C., Balbastre, F., Escribá, M.A., González, T. and Pardo del Val, M. (2000), “Analysis of the implementation of ISO 9000 quality assurance systems”, Work Study, Vol. 49, No. 6, pp. 229-241.
McAdam, R. and Mckeown, M. (1999), “Life after ISO 9000: an analysis of the impact of ISO 9000 and total quality management on small business in Northern Ireland”, Total Quality Management, Vol. 10 No. 2, pp. 229-241.
Meegan, S.T. and Taylor, W.A. (1997), “Factors influencing a successful transition from ISO 9000 to TQM. The influence of understanding and motivation”, International Journal of Quality and Reliability Management, Vol. 14 No. 2, pp.100-117.
Minkler, L. (2004), “Shirking and motivations in firms: Survey evidence on worker attitudes”, International Journal of Industrial Organization, Vol. 22, pp. 863–884.
Mo, J.P.T. and Chan, A.M.S. (1997), “Strategy for the successful implementation of ISO 9000 in small and medium manufacturers”, The TQM Magazine, Vol. 9 No. 2, pp. 135-45
Najmi, M. and Kehoe, D. F. (2000), “An integrated framework for post-ISO 9000 quality development”, The International Journal of Quality and Reliability Management, Vol. 17 No. 3, pp. 226-258.
Najmi, M. and Kehoe, D.F. (2001), “The role of performance measurement systems in promoting quality development beyond ISO 9000”, International Journal of Operations and Production Management, Vol. 21 No. 1, pp. 159-172.
Nalbantian, H. and Schotter, A. (1997), “Productivity under group incentives: An experimental study”, American Economic Review, Vol. 87, pp. 314–341.
Naser, K., Karbhari, Y. and Mokhtar, M.Z. (2004), “Impact of ISO 9000 registration on company performance: Evidence from Malaysia”, Managerial Auditing Journal, Vol. 19, No. 4., pp. 509-516.
Naveh, E. and Marcus, A. (2005), “Achieving competitive advantage through implementing a replicable management standard: Installing and using ISO 9000”, Journal of Operations Management, Vol. 24 No.1, pp.1-26.
NIST (2006), “Malcolm Baldridge National Quality Award Criteria”, US Department of Commerce, National Institute of Standards and Technology, http://www.quality.nist.gov/PDF_files/2006_Business_Criteria.pdf
Oakland, J. (2000), TQM Text with Cases (2nd ed.), Butterworth-Heinemann, Oxford.
Oakland, J. (2005), “From quality to excellence in the 21st century”, Total Quality Management and Business Excellence, Vol.16 No. 8-9, pp. 1053-1060.
Palich, L.E., Cardinal, L.B. and Miller, C.C. (2000), “Curvilinearity in the diversification and performance linkage: An examination of over three decades of research”, Strategic Management Journal, Vol. 21, pp. 155-174.
Park, D.J., Kim, H.G., Kang, B.H. and Jung, H.S. (2007), ”Business values of ISO 9000:2000 to Korean shipbuilding machinery manufacturing enterprises”, International Journal of Quality & Reliability Management, Vol. 24 No. 1, pp. 32-48.
Peters, T. (1988), “Facing up to the need for a management revolution”, California Management Review, Vol. 30, pp. 8-38.
Phillips, L.W., Chang, D.R. and Buzzell, R.D. (1983), “Product quality, cost position, and business performance: a test of some key hypotheses”, Journal of Marketing, Vol. 47 No. 2, pp. 26-43.
Rao, S., Ragu-Nathan, T.S. and Sous, L., (1997), “Does ISO 9000 have an effect on quality management practices? An international empirical study”, Total Quality Management, Vol. 8 No. 6, pp. 335-346.
Rayner, P. and Porter, L. (1991), “ISO 9000 – the experience of small and medium sized businesses”, International Journal of Quality and Reliability Management, Vol. 8 No. 6, pp. 16-28.
Rungtusanatham, M., Forza, C., Filippini, R., and Anderson, J. (1998), “A replication study of a theory of quality management underlying the Deming management method: Insights from an Italian context”, Journal of Operations Management, Vol. 17, pp. 77-95.
Sandholm, L. (2005), “Strategic plan for sustainable excellence”, Total Quality Management and Business Excellence, Vol.16 No. 8-9, pp. 1061-1068.
Sarkar, A. (1998), “Implementation of ISO 9000 in a textile mill”, Total Quality Management, Vol. 9 No. 1, pp. 123-131.
Segars, A.H. and Grover, V. (1993), “Re-examining perceived ease of use and usefulness: a confirmatory factor analysis”, MIS Quarterly, Vol. 17 No. 4, pp. 517-527.
Senge, P. (1992), “Building learning organizations”, The Journal for Quality and Participation, Vol. 15 No. 2, pp. 30-38.
Simmons, B., and White, M. (1999), “The relationship between ISO 9000 and business performance: Does registration really matter?”, Journal of Managerial Issues, Vol. 11 No. 3, pp. 330-343.
Singels, J., Ruël, G. and van de Water, H. (2001), “ISO 9000 series – certification and performance”, International Journal of Quality and Reliability Management, Vol. 18 No. 1, pp. 62-75.
Sousa, R. and Voss, C.A. (2002), “Quality management re-visited: a reflective review and agenda for future research”, Journal of Operations Management, Vol. 20 No. 1, pp. 91-109.
Steenkamp, J-B.E.M. and van Trijp, H.C.M. (1991), “The use of LISREL in validating marketing constructs”, International Journal of Research in Marketing, Vol. 8 No. 4, pp. 283-99.
Stephens, K.S. (1994), “ISO 9000 and total quality”, Quality Management Journal, Fall, pp. 57-71.
Struebing, L. (1996), “ISO 9000 changes in progress”, Quality Progress, Vol. 29 No. 10, pp. 23-28.
Tarí, J.J. and Molina, J.F. (2002), “Quality management results in ISO 9000 certified Spanish firms”, The TQM Magazine, Vol. 14 No. 4., pp. 232-239.
Tennant, M. (1993), Accreditation of Certification: What’s in it for me?, NACCB Workshop, November.
Terziovski, M., Power, D. and Sohal, A.S. (2003), “The longitudinal effects of the ISO 9000 certification process on business performance”, European Journal of Operational Research, Vol. 146 No. 3, pp. 580-595.
Tillery, K.R. and Rutledge, A.L. (1991), “Quality-strategy and quality-management connections”, International Journal of Quality and Reliability Management, Vol. 8, pp. 71-77.
Van der Wiele, T. and Brown, A. (1997), “ISO 9000 series experiences in small and medium-sized enterprises”, Total Quality Management, Vol. 8 No. 2-3, pp. 300-304.
Van der Wiele, T., Dale, B. and Williams, R. (2000), “Business improvement through quality management system”, Management Decision, Vol. 38 No. 1, pp. 19-23.
Vloeberghs, D. and Bellens, J. (1996), “Implementing the ISO 9000 standards in Belgium”, Quality Progress, Vol. 29 No. 6, pp. 43-48.
Vloeberghs, D. and Bellens, J. (1996), “ISO 9000 in Belgium: experience of Belgian quality managers and HRM”, European Management Journal, Vol. 14 No. 2, pp. 207-211.
Wilms, W.W., Hardcastle, A.J. and Zell, D.M. (1994), “Cultural transformation at NUMMI”, Sloan Management Review, Vol. 36, No. 1, pp. 99-113.
Wilson, D.D. and Collier, D.A. (2000), “An empirical investigation of the Malcolm Baldrige National Quality award causal model”, Decision Sciences, Vol. 31, pp. 361-390.
Yahya, S. and Goh, W. (2001), “The implementation of an ISO 9000 quality system”, International Journal of Quality and Reliability Management, Vol. 18 No. 9, pp. 941-966.