Recognition of customer satisfaction standards of ISO 10000 family by spa enterprises – a case study analysis

El objetivo de este artículo es presentar el reconocimiento de los estándares de satisfacción del cliente de la familia ISO 10000 por parte de empresas dedicadas a ofrecer servicios de spa. El otro objetivo del estudio es el de evaluar el conocimiento sobre las normas de la serie ISO sobre la satisfacción de los clientes en dichas empresas. El último objetivo de la investigación es el de evaluar el cumplimiento de los principios fundamentales descritos en las normas en las organizaciones, aun cuando estas empresas no son conscientes de los estándares de satisfacción del cliente. Se eligieron ocho organizaciones que ofrecieran servicios de spa. El requisito previo para la selección de un spa en particular era la existencia de promesas formales o informales de calidad. La metodologia utilizada estuvo basada en los estudios de caso. En cada una de las organizaciones se entrevistó a las personas responsables de los sistemas de gestión y las cuestiones de satisfacción del cliente. El estudio se realizó en forma de entrevistas en profundidad sobre la base de un cuestionario escrito y fueron grabadas en audio. Las principales conclusiones son las siguientes: la mayoría de las empresas no conocen las normas de la familia ISO 10000 en detalle, sin embargo, las reconocen y saben para qué sirven; las principales razones para no aplicar esas normas son el coste de la aplicación, la falta de tiempo para prepararlas y mantenerlas, así como la burocracia que causan.

Paweł Nowicki received his Ph.D. from Cracow University of Economics – Poland. Is now an AssistantProfessor at the Department of Quality Management of Cracow University of Economics. His research interests are in the areas of Quality management in food industry; Customer satisfaction in relation to quality; Risk analysis in quality management systems and food safety assurances systems; Food safety assurance and management systems, International standards of food quality and safety for retailers network suppliers.
Alexandra Simon received her Ph.D. from the University of Girona – Spain. She is now a postdoctoral researcher at the Autonomous University of Barcelona, Spain. Her research interests are in the areas of Quality Management and Management System Integration.
Piotr Kafel received his Ph.D. from Cracow University of Economics – Poland. Is now an Assistant Professor atthe Department of Quality Management of Cracow University of Economics. His research interests are in the areas of Quality management and product certification.
Marti Casadesus received his Ph.D. from the University of Girona – Spain. He is now a Professor at the Business Management and Product Design Department of the University of Girona – Spain and currently he is the director of the Universities Quality Agency (AQU) of Catalonia. His research interests are in the areas of Quality Management and Management System Standards.

Asif M., Searcy C., Zutshi A., Fisscher O. (2013). An integrated management systems approach to corporate social responsibility, Journal of Cleaner Production, Volume 56, 1 October 2013, Pages 7-17

Bernardo M., Casadesus M., Karapetrovic S., Heras I. (2010). An empirical study on the integration of management system audits, Journal of Cleaner Production, Volume 18, Issue 5, March, Pages 486-495

ISO 10001:2007, Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations

ISO 10002:2004, Quality management. Customer satisfaction. Guidelines for complaints handling in organizations

ISO 10003:2007, Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations,

Karapetrovic, S., Doucette, J. (2009). An Application of Customer Satisfaction Standards in Engineering Management Courses, ASEE Annual Conference & Exposition, Austin

Simon A., Karapetrovic S., Casadesus M. (2012). Evolution of Integrated Management Systems in Spanish firms, Journal of Cleaner Production, Volume 23, Issue 1, March, Pages 8-19

Simon, A., Karapetrovic S., Casadesus M. (2013). On the applications of ISO 10000 customer satisfaction standards in Catalonia. International Journal of Advanced Quality, 41(1), Pages 23- 27

The ISO Survey of Certifications – 2012, International Organization for Standardization, Geneva.

satisfacción del cliente, normas ISO 10000, SPAs