{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,13]],"date-time":"2026-03-13T15:10:39Z","timestamp":1773414639546,"version":"3.50.1"},"reference-count":71,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2014,3,4]],"date-time":"2014-03-04T00:00:00Z","timestamp":1393891200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2014,3,4]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>\u2013 The difficulties in the integration of management systems (MSs) and their relationship with innovation and customer satisfaction are explored by proposing a model that links these three concepts together. Integration, innovation and customer satisfaction are relevant issues for the competitiveness of companies, especially for the ones that have implemented several MS standards. The paper aims to discuss these issues.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>\u2013 Data for the study derives from a survey carried out in 76 Spanish organizations registered to at least both ISO 9001:2008 and ISO 14001:2004 standards for quality MSs and environmental MSs, respectively. An exploratory factor analysis and structural equation modeling (SEM) are utilized to assess and confirm the proposed scales validity and the relationships of the conceptual model.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>\u2013 Based on the empirical study, the second-order SEM shows that the difficulties of integration are directly and negatively related to both of MS documentation and procedures. This level is also directly related to the innovation and satisfaction. Nevertheless, no relationships were found between the difficulties of integration and the integration level of MS human resources. Moreover, no direct relationships were found between the difficulties of integration and both the constructs of innovation and satisfaction. Also, the results showed the integration level of MS procedures was not related to the construct of innovation.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>\u2013 This is one of the first studies to relate integration difficulties with innovation and customer satisfaction, with a conclusion that an organization should give more importance to the difficulties of integrated MSs that have been uncovered to have a relationship with innovation and customer satisfaction.<\/jats:p><\/jats:sec>","DOI":"10.1108\/imds-03-2013-0148","type":"journal-article","created":{"date-parts":[[2014,1,24]],"date-time":"2014-01-24T17:50:12Z","timestamp":1390585812000},"page":"183-202","source":"Crossref","is-referenced-by-count":17,"title":["Can integration difficulties affect innovation and satisfaction?"],"prefix":"10.1108","volume":"114","author":[{"given":"Alexandra","family":"Simon","sequence":"first","affiliation":[]},{"given":"Luc","family":"Honore Petnji Yaya","sequence":"additional","affiliation":[]},{"given":"Stanislav","family":"Karapetrovic","sequence":"additional","affiliation":[]},{"given":"Marti","family":"Casadesus","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2021010220162416200_b2","doi-asserted-by":"crossref","unstructured":"Asif, M. , Fisscher, O.A.M. , Joost de Bruijn, E. and Pagell, M. (2010), \u201cAn examination of strategies employed for the integration of management systems\u201d, The TQM Journal, Vol. 22 No. 6, pp. 648-669.","DOI":"10.1108\/17542731011085320"},{"key":"key2021010220162416200_b1","doi-asserted-by":"crossref","unstructured":"Asif, M. , Bruijn, E.J.D. , Fisscher, O.A.M. , Searcy, C. and Steenhuis, H.J. (2009), \u201cProcess embedded design of integrated management systems\u201d, International Journal of Quality & Reliability Management, Vol. 26 No. 3, pp. 261-282.","DOI":"10.1108\/02656710910936735"},{"key":"key2021010220162416200_b71","doi-asserted-by":"crossref","unstructured":"Beckmerhagen, I. , Berg, H. , Karapetrovic, S. and Willborn, W. (2003), \u201cIntegration of management systems: focus on safety in the nuclear industry\u201d, International Journal of Quality & Reliability Management, Vol. 20 No. 2, pp. 209-227.","DOI":"10.1108\/02656710310456626"},{"key":"key2021010220162416200_b3","doi-asserted-by":"crossref","unstructured":"Bernardo, M. , Casadesus, M. , Karapetrovic, S. and Heras, I. (2009), \u201cHow integrated are environmental, quality and other standardized management systems? An empirical study\u201d, Journal of Cleaner Production, Vol. 17, pp. 742-750.","DOI":"10.1016\/j.jclepro.2008.11.003"},{"key":"key2021010220162416200_b4","doi-asserted-by":"crossref","unstructured":"Bernardo, M. , Casades\u00fas, M. , Karapetrovic, S. and Heras, I. (2012), \u201cDo integration difficulties influence management system integration levels?\u201d, Journal of Cleaner Production, Vol. 21, pp. 23-33.","DOI":"10.1016\/j.jclepro.2011.09.008"},{"key":"key2021010220162416200_b72","doi-asserted-by":"crossref","unstructured":"Bossink, B.A.G. (2002), \u201cThe strategic function of quality in the management of innovation\u201d, Total Quality Management, Vol. 13 No. 2, pp. 195-205.","DOI":"10.1080\/09544120120102432"},{"key":"key2021010220162416200_b6","doi-asserted-by":"crossref","unstructured":"Carmines, E.G. and Zeller, R.A. (1979), Reliability and Validity Assessment, Sage, London.","DOI":"10.4135\/9781412985642"},{"key":"key2021010220162416200_b8","doi-asserted-by":"crossref","unstructured":"Casadesus, M. and Karapetrovic, S. (2005), \u201cThe erosion of ISO 9000 benefits: a temporal study\u201d, International Journal of Quality & Reliability Management, Vol. 22 No. 2, pp. 120-136.","DOI":"10.1108\/02656710510577198"},{"key":"key2021010220162416200_b9","unstructured":"Casadesus, M. , Heras, I. and Karapetrovic, S. (2009a), \u201cSistemas de gesti\u00f3n estandarizados: existen sinergias?\u201d, Revista Europea de Direcci\u00f3n y Econom\u00eda de la Empresa, Vol. 18 No. 2, pp. 161-174."},{"key":"key2021010220162416200_b7","unstructured":"Casadesus, M. , Heras, I. and Karapetrovic, S. (2009b), The 9000 with the 9000: An Analysis of the Impact of the ISO 9000 Standard in Catalonia, CIDEM\/COPCA, Acc1\u00f3."},{"key":"key2021010220162416200_b10","doi-asserted-by":"crossref","unstructured":"Cassel, C.M. , Hackl, P. and Westlund, A.H. (2000), \u201cOn measurement of intangible assets: a study of robustness of partial least squares\u201d, Total Quality Management, Vol. 11 No. 7, pp. 897-908.","DOI":"10.1080\/09544120050135443"},{"key":"key2021010220162416200_b11","doi-asserted-by":"crossref","unstructured":"Curkovic, S. and Pagell, M. (1999), \u201cA critical examination of the ability of ISO 9000 certification to lead to a competitive advantage\u201d, Journal of Quality Management, Vol. 4 No. 1, pp. 51-67.","DOI":"10.1016\/S1084-8568(99)80095-9"},{"key":"key2021010220162416200_b12","doi-asserted-by":"crossref","unstructured":"Delmas, M. (2001), \u201cStakeholders and competitive advantage: the case of ISO 14001\u201d, Production and Operation Management, Vol. 3 No. 1, pp. 343-358.","DOI":"10.1111\/j.1937-5956.2001.tb00379.x"},{"key":"key2021010220162416200_b13","doi-asserted-by":"crossref","unstructured":"Delmas, M. (2002), \u201cThe diffusion of environmental management standards in Europe and in the United States: an institutional perspective\u201d, Policy Sciences, Vol. 35 No. 1, pp. 1-119.","DOI":"10.1023\/A:1016108804453"},{"key":"key2021010220162416200_b14","doi-asserted-by":"crossref","unstructured":"Dinh, T.H. , Igel, B. and Laosirihongthong, T. (2006), \u201cThe impact of total quality management on innovation: findings from a developing country\u201d, International Journal of Quality & Reliability Management, Vol. 23 No. 9, pp. 1092-1117.","DOI":"10.1108\/02656710610704230"},{"key":"key2021010220162416200_b15","doi-asserted-by":"crossref","unstructured":"Douglas, A. and Glen, D. (2000), \u201cIntegrated management systems in small and medium enterprises\u201d, Total Quality Management, Vol. 11 Nos 4\/6, pp. 686-690.","DOI":"10.1080\/09544120050008075"},{"key":"key2021010220162416200_b16","unstructured":"ECSI Technical Committee (1998), \u201cEuropean customer satisfaction index, foundation and structure for harmonized national pilot projects\u201d, Report prepared for the ECSI Steering Committee."},{"key":"key2021010220162416200_b17","unstructured":"Fornell, C. and Cha, J. (1994), \u201cPartial least squares\u201d, in Bagozzi, R.P. (Ed.), Advanced Methods of Marketing Research, Blackwell, Oxford, pp. 52-78."},{"key":"key2021010220162416200_b18","doi-asserted-by":"crossref","unstructured":"Fornell, C. and Larcker, D.F. (1981), \u201cEvaluating structural equation models with unobservable variables and measurement error\u201d, Journal of Marketing Research, Vol. 28 No. 1, pp. 39-50.","DOI":"10.1177\/002224378101800104"},{"key":"key2021010220162416200_b19","doi-asserted-by":"crossref","unstructured":"Griffith, A. and Bhutto, K. (2008), \u201cImproving environmental performance through integrated management systems (IMS) in the UK\u201d, Management of Environmental Quality: An International Journal, Vol. 19 No. 5, pp. 565-578.","DOI":"10.1108\/14777830810894247"},{"key":"key2021010220162416200_b20","unstructured":"Hair, J.F. , Anderson, R.E. , Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis with Readings, Prentice-Hall, Englewood Cliffs, NJ."},{"key":"key2021010220162416200_b22","doi-asserted-by":"crossref","unstructured":"Heras, I. , Arana, G. and Molina, J.F. (2011), \u201cDo drivers matter for the benefits of ISO 14001?\u201d, International Journal of Operations & Production Management, Vol. 31 No. 2, pp. 192-216.","DOI":"10.1108\/01443571111104764"},{"key":"key2021010220162416200_b23","doi-asserted-by":"crossref","unstructured":"Hurmelinna-Laukkanen, P. , Sainio, L.-M. and Jauhiainen, T. (2008), \u201cAppropriability regime for radical and incremental innovations\u201d, R&D Management, Vol. 38 No. 3, pp. 278-289.","DOI":"10.1111\/j.1467-9310.2008.00512.x-i1"},{"key":"key2021010220162416200_b24","unstructured":"ISO (2004), ISO 14001:2004, International Standard: Environmental Management Systems \u2013 Requirements with Guidance for Use, International Organization for Standardization, Geneva."},{"key":"key2021010220162416200_b25","unstructured":"ISO (2008), ISO 9001:2008, International Standard: Quality Management Systems \u2013 Requirements, International Organisation for Standardization, Geneva."},{"key":"key2021010220162416200_b26","unstructured":"ISO (2012), The ISO Survey of Management System Standard Certifications \u2013 2011, International Organization for Standardization, Geneva."},{"key":"key2021010220162416200_b27","doi-asserted-by":"crossref","unstructured":"Junquera, B. , del Br\u00edo, J.A. and Fern\u00e1ndez, E. (2012), \u201cClients' involvement in environmental issues and organizational performance in businesses: an empirical analysis\u201d, Journal of Cleaner Production, No. 37, pp. 288-298.","DOI":"10.1016\/j.jclepro.2012.07.029"},{"key":"key2021010220162416200_b28","unstructured":"Juran, J.M. (1986), \u201cThe quality trilogy: \u2018a universal approach to managing for quality\u2019\u201d, Quality Progress, Vol. 19 No. 8, pp. 19-24."},{"key":"key2021010220162416200_b29","unstructured":"Juran, J.M. (1988), Quality Control Handbook, 4th ed., McGraw-Hill, New York, NY."},{"key":"key2021010220162416200_b31","doi-asserted-by":"crossref","unstructured":"Karapetrovic, S. (2003), \u201cMusings on integrated management systems\u201d, Measuring Business Excellence, Vol. 7 No. 1, pp. 4-13.","DOI":"10.1108\/13683040310466681"},{"key":"key2021010220162416200_b33","doi-asserted-by":"crossref","unstructured":"Karapetrovic, S. and Casadesus, M. (2009), \u201cImplementing environmental with other standardized management systems: scope, sequence, time and integration\u201d, Journal of Cleaner Production, Vol. 17 No. 5, pp. 533-540.","DOI":"10.1016\/j.jclepro.2008.09.006"},{"key":"key2021010220162416200_b30","doi-asserted-by":"crossref","unstructured":"Karapetrovic, S. and Willborn, W. (1998), \u201cIntegration of quality and environmental management systems\u201d, The TQM Magazine, Vol. 10 No. 3, pp. 204-213.","DOI":"10.1108\/09544789810214800"},{"key":"key2021010220162416200_b73","doi-asserted-by":"crossref","unstructured":"Karapetrovic, S. and Willborn, W. (2001), \u201cAudit systems: concepts and practices\u201d, Total Quality Management, Vol. 12 No. 1, pp. 13-28.","DOI":"10.1080\/09544120020010066"},{"key":"key2021010220162416200_b32","unstructured":"Karapetrovic, S. , Casadesus, M. and Heras, I. (2006), Dynamics and Integration of Standardized Management Systems, Documenta Universitaria, Girona."},{"key":"key2021010220162416200_b74","doi-asserted-by":"crossref","unstructured":"Labodova, A. (2004), \u201cImplementing integrated management systems using a risk analysis based approach\u201d, Journal of Cleaner Production, Vol. 12 No. 6, pp. 571-580.","DOI":"10.1016\/j.jclepro.2003.08.008"},{"key":"key2021010220162416200_b34","doi-asserted-by":"crossref","unstructured":"Laroche, M. , Bergeron, J. and Barbaro-Forleo, G. (2001), \u201cTargeting consumers who are willing to pay more for environmentally friendly products\u201d, The Journal of Consumer Marketing, Vol. 18 No. 6, pp. 503-520.","DOI":"10.1108\/EUM0000000006155"},{"key":"key2021010220162416200_b35","doi-asserted-by":"crossref","unstructured":"Leopoulos, V. , Voulgaridou, D. , Bellos, E. and Kirytopoulos, K. (2010), \u201cIntegrated management systems: moving from function to organisation\/decision view\u201d, The TQM Journal, Vol. 22 No. 6, pp. 594-628.","DOI":"10.1108\/17542731011085302"},{"key":"key2021010220162416200_b36","doi-asserted-by":"crossref","unstructured":"Lima, M. , Resende, M. and Hasenclever, L. (2000), \u201cQuality certification and performance of Brazilian firms: an empirical study\u201d, International Journal of Production Economics, Vol. 66, pp. 143-147.","DOI":"10.1016\/S0925-5273(99)00118-8"},{"key":"key2021010220162416200_b37","doi-asserted-by":"crossref","unstructured":"Llach, J. , Casadesus, M. and Marimon, F. (2011), \u201cRelationship between quality-management systems and organizational innovations\u201d, Human Factors and Ergonomics in Manufacturing & Service Industries, Vol. 21 No. 1, pp. 52-66.","DOI":"10.1002\/hfm.20213"},{"key":"key2021010220162416200_b38","doi-asserted-by":"crossref","unstructured":"L\u00f3pez-Fresno, P. (2010), \u201cImplementation of an integrated management system in an airline: a case study\u201d, The TQM Journal, Vol. 22 No. 6, pp. 629-647.","DOI":"10.1108\/17542731011085311"},{"key":"key2021010220162416200_b39","doi-asserted-by":"crossref","unstructured":"Matias, J.C.O. and Coelho, D.A. (2002), \u201cThe integration of the standards systems of quality management, environmental management and occupational health and safety management\u201d, International Journal of Production Research, Vol. 40 No. 15, pp. 3857-3866.","DOI":"10.1080\/00207540210155828"},{"key":"key2021010220162416200_b40","doi-asserted-by":"crossref","unstructured":"Migu\u00e9is, V.L. , Camanho, A. and Falc\u00e3o e Cunha, J. (2013), \u201cCustomer attrition in retailing: an application of multivariate adaptive regression splines\u201d, Expert Systems with Applications, Vol. 40 No. 16, pp. 6225-6232.","DOI":"10.1016\/j.eswa.2013.05.069"},{"key":"key2021010220162416200_b41","doi-asserted-by":"crossref","unstructured":"Naveh, E. and Marcus, A. (2005), \u201cAchieving competitive advantage through implementing a replicable management standard: installing and using ISO 9000\u201d, Journal of Operations Management, Vol. 24, pp. 1-26.","DOI":"10.1016\/j.jom.2005.01.004"},{"key":"key2021010220162416200_b42","unstructured":"Nemati, A. , Khan, K. and Iftikhar, M. (2010), \u201cImpact of innovation on customer satisfaction and brand loyalty: a study of mobile phones users in Pakistan\u201d, European Journal of Social Sciences, Vol. 16 No. 2, pp. 299-306."},{"key":"key2021010220162416200_b43","doi-asserted-by":"crossref","unstructured":"Nishitani, K. , Kaneko, S. , Fujii, K. and Komatsu, S. (2012), \u201cAre firms' voluntary environmental management activities beneficial for the environment and business? An empirical study focusing on Japanese manufacturing firms\u201d, Journal of Environmental Management, Vol. 105, pp. 121-130.","DOI":"10.1016\/j.jenvman.2012.03.054"},{"key":"key2021010220162416200_b44","unstructured":"Nunnally, J.C. and Bernstein, I.H. (1994), Psychometric Theory, McGraw-Hill, New York, NY."},{"key":"key2021010220162416200_b45","unstructured":"OECD (2005), \u201cThe measurement of scientific and technological activities\u201d, Oslo Manual. Guidelines for Collecting and Interpreting Innovation Data, 3a ed., OECD EUROSTAT, Paris."},{"key":"key2021010220162416200_b46","doi-asserted-by":"crossref","unstructured":"Oliveira, O. (2013), \u201cGuidelines for the integration of certifiable management systems in industrial companies\u201d, Journal of Cleaner Production, Vol. 2013, pp. 1-10.","DOI":"10.1016\/j.jclepro.2013.06.037"},{"key":"key2021010220162416200_b48","unstructured":"Pellicer, E. , Yepes, V. , Correa, C.L. and Marinez, G. (2008), \u201cEnhancing R&D&I through standardization and certification: the case of the Spanish construction industry\u201d, Revista Ingenieria de Construcci\u00f3n, Vol. 23 No. 2, pp. 112-121."},{"key":"key2021010220162416200_b49","doi-asserted-by":"crossref","unstructured":"Poksinska, B. , Dahlgaard, J.J. and Eklund, J. (2003), \u201cImplementing ISO 14000 in Sweden: motives, benefits and comparisons with ISO 9000\u201d, International Journal of Quality & Reliability Management, Vol. 20 No. 5, pp. 585-606.","DOI":"10.1108\/02656710310476543"},{"key":"key2021010220162416200_b50","doi-asserted-by":"crossref","unstructured":"Prajogo, D.I. and Sohal, A.S. (2001), \u201cTQM and innovation: a literature review and research framework\u201d, Technovation, Vol. 21, pp. 539-558.","DOI":"10.1016\/S0166-4972(00)00070-5"},{"key":"key2021010220162416200_b51","doi-asserted-by":"crossref","unstructured":"Prajogo, D.I. and Sohal, A.S. (2003), \u201cThe relationship between TQM practices, quality performance, and innovation performance: an empirical examination\u201d, International Journal of Quality & Reliability Management, Vol. 20 No. 8, pp. 901-918.","DOI":"10.1108\/02656710310493625"},{"key":"key2021010220162416200_b52","doi-asserted-by":"crossref","unstructured":"Renzi, M.F. and Capelli, L. (2000), \u201cIntegration between ISO 9000 and ISO 14000: opportunities and limits\u201d, Total Quality Management, Vol. 11 Nos 4\/5\/6, pp. 849-856.","DOI":"10.1080\/09544120050008318"},{"key":"key2021010220162416200_b53","doi-asserted-by":"crossref","unstructured":"Salomone, R. (2008), \u201cIntegrated management systems: experiences in Italian organizations\u201d, Journal of Cleaner Production, Vol. 16 No. 16, pp. 1786-1806.","DOI":"10.1016\/j.jclepro.2007.12.003"},{"key":"key2021010220162416200_b54","doi-asserted-by":"crossref","unstructured":"Sanzo, M.J. , Santos, M.L. , Vazquez, R. and \u00c1lvarez, L.I. (2003), \u201cThe effect of market orientation on buyer-beller relationship satisfaction\u201d, Industrial Marketing Management, Vol. 32 No. 4, pp. 327-345.","DOI":"10.1016\/S0019-8501(01)00200-0"},{"key":"key2021010220162416200_b56","doi-asserted-by":"crossref","unstructured":"Simon, A. and Petnji Yaya, L.H. (2012), \u201cImproving innovation and customer satisfaction through systems integration\u201d, Industrial Management & Data Systems, Vol. 112 No. 7, pp. 1026-1043.","DOI":"10.1108\/02635571211255005"},{"key":"key2021010220162416200_b55","doi-asserted-by":"crossref","unstructured":"Simon, A. , Karapetrovic, S. and Casades\u00fas, M. (2012), \u201cDifficulties and benefits of integrated management systems\u201d, Industrial Management & Data Systems, Vol. 112, pp. 828-846.","DOI":"10.1108\/02635571211232406"},{"key":"key2021010220162416200_b75","doi-asserted-by":"crossref","unstructured":"Simon, A. , Bernardo, M. , Karapetrovic, S. and Casadesus, M. (2011), \u201cIntegration of standardized environmental and quality management systems audits\u201d, Journal of Cleaner Production, Vol. 19, pp. 2057-2065.","DOI":"10.1016\/j.jclepro.2011.06.028"},{"key":"key2021010220162416200_b76","doi-asserted-by":"crossref","unstructured":"Stark, J. (2000), \u201cProduct lifecycle management\u201d, available at: www.johnstark.com (accessed 3 November 2011).","DOI":"10.1007\/978-0-85729-546-0_1"},{"key":"key2021010220162416200_b57","doi-asserted-by":"crossref","unstructured":"Tar\u00ed, J.J. and Molina-Azor\u00edn, J.F. (2010), \u201cIntegration of quality management and environmental management systems: similarities and the role of the EFQM model\u201d, The TQM Journal, Vol. 22 No. 6, pp. 687-701.","DOI":"10.1108\/17542731011085348"},{"key":"key2021010220162416200_b58","unstructured":"Tenenhaus, M. , Amato, S. and Esposito, V. (2004), \u201cA global goodness-of-fit index for PLS structural equation modelling\u201d, XLII SIS Scientific Meeting Proceedings, CLEUP, Padova, pp. 739-742."},{"key":"key2021010220162416200_b59","doi-asserted-by":"crossref","unstructured":"Terlaak, A. and King, A. (2006), \u201cThe effect of certification with the ISO 9000 quality management standard: a signaling approach\u201d, Journal of Economic Behavior & Organization, Vol. 60, pp. 579-602.","DOI":"10.1016\/j.jebo.2004.09.012"},{"key":"key2021010220162416200_b60","doi-asserted-by":"crossref","unstructured":"Terziovski, M. , Samson, D. and Dow, D. (1997), \u201cThe business value of quality management systems certification: evidence from Australia and New Zealand\u201d, Journal of Operations Management, Vol. 15, pp. 1-18.","DOI":"10.1016\/S0272-6963(96)00103-9"},{"key":"key2021010220162416200_b61","doi-asserted-by":"crossref","unstructured":"Wilkinson, G. and Dale, B.G. (1999), \u201cModels of management system standards: a review of the integration issues\u201d, International Journal of Management Review, Vol. 1 No. 3, pp. 279-298.","DOI":"10.1111\/1468-2370.00016"},{"key":"key2021010220162416200_b62","doi-asserted-by":"crossref","unstructured":"Withers, B. and Ebrahimpour, M. (2000), \u201cDoes ISO 9000 certification affect the dimensions of quality used for competitive advantage?\u201d, European Management Journal, Vol. 18 No. 4, pp. 431-443.","DOI":"10.1016\/S0263-2373(00)00032-3"},{"key":"key2021010220162416200_b63","doi-asserted-by":"crossref","unstructured":"Yee, R. , Yeung, A.T.C. , Cheng, E. and Lee, P. (2013), \u201cMarket competitiveness and quality performance in high-contact service industries\u201d, Industrial Management & Data Systems, Vol. 113 No. 4, pp. 573-588.","DOI":"10.1108\/02635571311322801"},{"key":"key2021010220162416200_b64","doi-asserted-by":"crossref","unstructured":"Zeng, S. , Shi, J. and Lou, G. (2007), \u201cA synergetic model for implementing an integrated management system: an empirical study in China\u201d, Journal of Cleaner Production, Vol. 15 No. 18, pp. 1760-1767.","DOI":"10.1016\/j.jclepro.2006.03.007"},{"key":"key2021010220162416200_b65","unstructured":"Zutshi, A. and Sohal, A.S. (2005), \u201cIntegrated management system. The experience of three Australian organisations\u201d, International Journal of Quality & Reliability Management, Vol. 16 No. 2, pp. 211-232."},{"key":"key2021010220162416200_frd1","unstructured":"BSI (2007), OHSAS 18001:2007 \u2013 Occupational Health and Safety Management Systems Requirements, British Standards Institution, London."},{"key":"key2021010220162416200_frd2","unstructured":"Heras, I. and Casadesus, M. (2006), \u201cLos est\u00e1ndares internacionales de sistemas de gesti\u00f3n: pasado, presente y futuro\u201d, Bolet\u00edn ICE \u2013 Revista del Ministerio de Industria, Turismo y Comercio, Vol. 2876, pp. 45-61."},{"key":"key2021010220162416200_frd3","unstructured":"O'Loughlin, C. and Coenders, G. (2002), Application of the European Customer Satisfaction Index to Postal Services: Structural Equation Models Versus Partial Least Squares, Departament d'Economia de la Universitat de Girona, Girona."}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-03-2013-0148\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-03-2013-0148\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:51:26Z","timestamp":1753393886000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/114\/2\/183-202\/176121"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2014,3,4]]},"references-count":71,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2014,3,4]]}},"alternative-id":["10.1108\/IMDS-03-2013-0148"],"URL":"https:\/\/doi.org\/10.1108\/imds-03-2013-0148","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2014,3,4]]}}}