The influence of quality management on social practices

The aim of this paper is to analyse whether firms with a high level of quality management have more commitment to social practices, and how quality management practices support the development of social issues. It uses a case study methodology drawing on qualitative evidence from five service organisations in Spain. The results show that organisations can be classified according to their level of quality management. From this classification the study shows that companies with higher levels of quality management are more aware of certain dimensions of social responsibility. The study also
shows how quality management practices influence environmental, social and ethical dimensions.

Juan José Tarí (jj.tari@ua.es), Senior Lecturer in Business Management at the University of Alicante, Spain. His Ph. D. dissertation was an analysis of Quality Management. His current research includes Total Quality Management and the relationship between Quality Management, Environmental Management and Social issues.
Mariano García-Fernández (mgarcia.fernandez@ua.es), Lecturer in Business Management at the University of Alicante. He is developing his Ph. D. on Quality Management, Innovation and Performance.

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case study; quality management; service organisations; social practices