An integrated framework for ISO 9000 motivation, depth of ISO implementation and firm performance

It is demonstrated that a positive relationship exists between the extent to which companies implement ISO 9000 and firm performance, and internal motivation fully mediates the relationship between external motivation and ISO implementation depth.

Abstract

Purpose The purpose of this study is to empirically examine 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. Design/methodology/approach A survey questionnaire was mailed to the 1,668 companies with ISO 9000 certification, and a total of 441 usable responses were returned. Using a structural equation model, this study empirically examines the relationship between ISO 9000 motivation and ISO 9000 implementation depth and how implementation depth influences firm performance. Findings 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. Furthermore, the implementation of ISO 9000 directly and positively influences operational performance and indirectly affects market performance, in turn positively impacting business performance. Originality/value This study represents a first attempt to construct a conceptual framework that integrates the motivations behind implementing ISO 9000 certification, the implementation depth underlying processes, and ISO 9000 performance.