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- Strategies for the ISO 9001 certification life cycle (StrategISO)Publication . Cândido, Carlos JFPurpose. Certified and non-certified organisations must make strategic decisions regarding ISO 9001 adoption, maintenance, renewal, and abandonment. However, the ISO 9001 literature lacks a typology of the strategic options available to these organisations. The purpose of this conceptual study is to develop a framework of the alternative strategies for the stages of the ISO 9001 life cycle (implementation/certification, certification maintenance, and recertification/decertification stages). Methodology. The research method is based on literature review, selection of relevant variables, and synthesis of coherent alternative strategies. Findings. Results include the main variables of relevance for the definition of the ISO 9001 strategies (e.g., life cycle stage, organisational motivations, barriers, benefits, internalisation degree, and quality of the certification body), the main situations in which organisations can find themselves (in terms of ISO 9001 certification, maintenance and decertification), the strategic options for each situation (e.g.: certify, maintain certification, try harder, change certification body, intensify learning and experimentation with ISO 9001), and the implications and consequences of such options. Research results are integrated into a strategy framework, composed of three strategy matrices, one for each stage of the life cycle. The matrices present the strategic situations, available strategic alternatives, and benefits of the strategies. Originality. This study combines the results of previous research to develop an original strategy framework, which constitutes the main research contribution. As far as the author is aware, there is no such strategy framework in the literature. The framework has relevant implications for theory and practice and helps to identify future research directions.
- Firm preparation for ISO 9001 certification: the case of the hotel industry in PortugalPublication . Esgarrancho, Sandra; Candido, CarlosThe purpose of this study is to assess whether companies conduct preparations, such as managing culture, before starting to implement an ISO 9001 Quality Management System (QMS). Based on a literature review, the paper develops a model of firm preparation for ISO 9001 certification and several research hypotheses. The survey research method adopted consists of data collection through questionnaires – sent to hotels of four and five stars, in Portugal, in two different moments (2012 and 2014) – and of a longitudinal data analysis based on non-parametric statistical tests. Results show that the majority of companies conduct preparations before starting to implement an ISO 9001 QMS. However, most companies do not assess their initial situation, nor do they plan for the preparations. One of the significant implications from this research is that a more coherent and integrated approach in ISO 9001 preparation is required. Other implications for practice and for research are also noted. This is the first study, as far as the authors are aware of, that addresses the topic of planning for the preparations that a company can make before starting to implement an ISO 9001 QMS.
- Factors influencing firm propensity for ISO 9001 withdrawal: Evidence on decertification tendency and antecedentsPublication . Ferreira, Luís M. F. R.; Cândido, Carlos J. F.There are approximately 1,000,000 ISO 9001 certified companies worldwide. Every year, one third of these companies must decide whether to renew, or not, their certificate. The number of companies that abandon or lose the certificate has been growing and reached an average of 60,000 per year. Considering that there is currently no theory or model to explain this propensity of firms to decertify (18%), the aim of this study is to identify the underlying factors influencing firm propensity for ISO 9001 withdrawal and to analyse the relationships between these factors. In order to achieve these aims, the research develops a structural equation model (PLS-SEM), from extant literature, and estimates the model with survey data from a sample of 221 ISO 9001 certified companies. Results show that the main antecedents to decertification propensity are barriers to the initial certification, (absence of) external certification benefits, decertification motivations, and expected performance after decertification. This is the first study to address decertification from a systemic and comprehensive perspective and to present a structural equation model of the phenomenon. The study makes an integrated contribution to explain decertification propensity with the help of novel research variables. Results suggest several contributions to theory, and practice, and contribute to clarify a major contradiction in the field.
- ISO 9001 internal decertification motivations: exploring barriers and benefits of certification as withdrawal antecedentsPublication . Candido, Carlos J. F.; Ferreira, Luis M. F. R.Thousands of companies worldwide lose their ISO 9001 certification every year. Considering the relevance that this decertification phenomenon has achieved, this study examines the internal motivations for decertification and explores the relationships between motivations and firm's previous certification barriers and benefits. To achieve this purpose, the study develops a partial least squares structural equation model (PLS-SEM) from the literature and estimates the model based on data collected from a sample of 248 certified organisations. Results reveal that the main antecedents of internal decertification motivations are external factors, namely external decertification motivations and external certification barriers. External barriers do not disappear after certification and have a stronger influence on motivations than (lack of) certification benefits. Internal and external benefits have a small effect on motivations, and internal barriers have no significant effect. In addition, the relationship between external barriers and internal decertification motivations is mediated by external motivations. Similarly, the relation between external benefits and internal motivations is mediated by internal benefits. Currently, there are no other studies on the relationship between internal and external decertification motivations, nor studies identifying the antecedents of both motivations. Thus, the research findings constitute novel contributions to the literature and suggest relevant implications for practice.
- Inertia, group conformity and customer loyalty in healthcare in the information agePublication . Gonçalves, Fábio M. R. R.; Cândido, Carlos; Feliciano, Isabel Maria Pereira LuísPurpose. To analyse the influence of inertia and group conformity on loyalty in healthcare. Methodology. Structural equation model developed from the literature and tested with cross-sectional data from a patient online survey. Findings. Inertia is a significant antecedent of loyalty and has a stronger effect in healthcare than in other service sectors. Group conformity has no significant effect in healthcare. Research Implications. The strength of the impact of inertia [group conformity] on loyalty depends on the importance of the customer need that the service industry satisfies, in Maslow’s hierarchy of needs. Where inertia (stability need) is equally or more [less] important than the customer need, the influence of inertia on loyalty should be positive and strong [weak or insignificant]. In services that satisfy needs more [equally or less] important than group conformity (belonging need), there may be an insignificant [significant] influence of group conformity on customer loyalty, even [especially] in credence services. Practical Implications. Healthcare providers can exploit the stronger effect of inertia in healthcare through development of inertia-based loyalty policies. Regulatory authorities should be vigilant to ensure that these policies are not detrimental to patients. ‘Inert’ patients must become responsible for assessing their loyalties. Authorities and reference groups must stimulate customer loyalty assessments, and assist by providing impartial information. Originality. This is the first study to address the influence of inertia and group conformity on loyalty in the healthcare sector and, from the perspective of Maslow’s hierarchy of needs, it is the first to do so in any service sector.
- ISO 9001 maintenance, decertification and recertification: A systematic literature reviewPublication . Camango, Crispim; Cândido, Carlos J.F.Previous research on ISO 9001 certification maintenance, decertification and recertification is fragmented and lacks an integrated theoretical framework. Thus, the aims of this study are to provide an overview of current research, develop an integrated framework and identify research gaps. The research methodology consists of a systematic literature review (SLR) which starts with the definition of a research protocol, proceeds with searches in Web of Science and Scopus, and selects a final sample of 32 articles for analysis. Results show that the research interest in certification maintenance, decertification and recertification is growing, but is still scarce. Extant research focuses on certification maintenance factors, benefits and frameworks; decertification reasons and consequences, and recertification impact on efficiency. There is a lack of consensus on these topics, but the data extracted from the literature is used to develop a theoretical framework of what companies do in the post-certification period. The framework identifies the main variables involved in certification maintenance, decertification and recertification, and establishes the main relationships between them. This is the first SLR conducted on these topics, which provides the first integrated framework of the research phenomena, a comprehensive list of research gaps to guide future studies, and relevant management recommendations.
- Determinants of expected performance after ISO 9001 certification withdrawalPublication . Candido, Carlos; Ferreira, Luís M. F. R.ISO 9001 certification impact on firm performance has been extensively researched. However, despite the high number of firms withdrawing from this certification, the impact of decertification has not received much research attention. This study contributes to filling this gap by analysing the factors that influence the expected performance after decertification (EPAD). The study reviews relevant literature and develops a structural equation model (PLS-SEM) with data from 231 certified organisations. Results reveal that the main factors influencing EPAD are external decertification motivations and internal certification benefits. Internal benefits have a U-shaped relationship with EPAD and external decertification motivations a positive linear relationship. Results show also a negative direct impact of external benefits on EPAD, which is counterbalanced and cancelled by a positive indirect impact from the same variable. Certification barriers and internal decertification motivations have no significant effect. This study is the first to identify and analyse the factors affecting EPAD and, as such, the study findings constitute innovative contributions to the literature. These findings have theoretical and practical implications for (1) the estimation of EPAD, (2) the decision to renew (or not) the certificate, and (3) further suggest that EPAD is a better predictor of decertification than past certification benefits.
- A survey on ISO 9001 decertified companies: the three stages leading to withdrawalPublication . Delfino, Pedro; Peixinho, Rúben; Candido, Carlos Joaquim Farias; SERRA COELHO, LUÍS MIGUELThis study investigates the three main stages of the ISO 9001 certification process (implementation, maintenance, and withdrawal) from the perspective of decertified firms. The research employs a descriptive and inductive survey methodology, drawing insights from a literature review and the analysis of primary data obtained from a sample of decertified organisations. Results suggest that the decertification is triggered during the pre-certification stage, where these firms overemphasise external motivations to the detriment of internal ones. Additionally, this study finds that, in the maintenance stage, these firms are unable to commit to continuous improvement. The interplay of external motivations, the lack of internalisation and continuous improvement, and the nature of benefits gained by these entities ultimately leads to certification withdrawal. Furthermore, the paper highlights that the consequences of decertification vary: most firms report no negative impact on their performance, but some report a negative impact, which seems to result from even stronger external motivations. This is the first descriptive (and inductive) study to address decertification from the dual perspective of the whole certification process and of the decertified firms, adding to the scarce research on decertification by providing a comprehensive overview of this phenomenon and identifying a holistic explanation for the withdrawal.
- A survey on ISO 9001 decertified companies: the three stages leading to withdrawalPublication . Delfino, Pedro M.V.; Peixinho, Rúben; Candido, Carlos Joaquim Farias; SERRA COELHO, LUÍS MIGUELThis study investigates the three main stages of the ISO 9001 certification process (implementation, maintenance, and withdrawal) from the perspective of decertified firms. The research employs a descriptive and inductive survey methodology, drawing insights from a literature review and the analysis of primary data obtained from a sample of decertified organizations. Results suggest that the decertification is triggered during the pre-certification stage, where these firms overemphasize external motivations to the detriment of internal ones. Additionally, this study finds that, in the maintenance stage, these firms are unable to commit to continuous improvement. The interplay of external motivations, the lack of internalization and continuous improvement, and the nature of benefits gained by these entities ultimately leads to certification withdrawal. Furthermore, the paper highlights that the consequences of decertification vary: most firms report no negative impact on their performance, but some report a negative impact, which seems to result from even stronger external motivations. This is the first descriptive (and inductive) study to address decertification from the dual perspective of the whole certification process and of the decertified firms, adding to the scarce research on decertification by providing a comprehensive overview of this phenomenon and identifying a holistic explanation for the withdrawal.