The process of internalization of quality standards
The process of internalization of quality standards
Índice
Purpose: There is limited research examining the impact of internalization on performance and the drivers that could play a role in this relationship. The aim of this study is to analyze which drivers may impact internalization and the relationship between internalization and performance.
Design/methodology/approach: The paper identifies hypotheses which are tested applying structural equations models. A structured questionnaire was sent to 725 quality certified firms in the tourism industry. 287 completed questionnaires were received.
Findings: The results show that the hypotheses are supported and that internal drivers are the only ones capable of significantly explaining internalization (daily practices and continuous improvement) of quality standards. Continuous improvement explains significantly all performance variables and daily practices explain
employee results and society impacts. In addition, some organizations focusing on external drivers can move
to internal drivers and then increase their internalization levels.
Originality/value: This study makes a double contribution to the literature on quality management. Firstly, it expands the results of previous studies on quality standards and internalization in tourist firms. Secondly, it expands the results from previous studies on internalization which have focused on analyzing its effects on operational and business results by including customer, employee and society results.
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Quality management standards, internalization, quality certificate, performance.