{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,18]],"date-time":"2026-04-18T02:44:39Z","timestamp":1776480279135,"version":"3.51.2"},"reference-count":107,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2020,1,28]],"date-time":"2020-01-28T00:00:00Z","timestamp":1580169600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IJQRM"],"published-print":{"date-parts":[[2020,3,18]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>The purpose of this paper is to ascertain the extent to which knowledge management (KM), customer satisfaction (CS) and organizational image (OI) discriminate quality-certified municipalities from non-certified ones (ISO 9001).<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>An empirical study was carried out involving 81 Portuguese municipalities (40 certified, 41 non-certified), paired in a random sampling procedure. The Knowledge Management Questionnaire (<jats:italic>n<\/jats:italic>=1,372 municipality employees), the Customer Satisfaction Questionnaire and the Organizational Image Questionnaire (<jats:italic>n<\/jats:italic>=3,096 residents) were applied. Multiple discriminant analysis was performed.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>The results indicate that certified and non-certified municipalities are distinct based on a function that considers KM (competitive orientation and formal KM practices), CS (intangible and tangible factors) and OI (favorable image).<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title>\n<jats:p>The findings need further validation in other countries. However, the results highlight the importance of quality certification for both employees and residents.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title>\n<jats:p>The results encourage local public administration organizations to introduce and maintain quality certification.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>This research is the only one, to the authors\u2019 knowledge, that simultaneously explores organizational processes of KM, CS and OI in local public administration. The sampling procedure and the information from diverse data sources are unique contributions. The conclusions may aid practitioners and scholars in understanding these organizational phenomena in the context of quality-certified and quality non-certified municipalities.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/ijqrm-10-2018-0281","type":"journal-article","created":{"date-parts":[[2020,1,28]],"date-time":"2020-01-28T10:24:01Z","timestamp":1580207041000},"page":"451-469","source":"Crossref","is-referenced-by-count":16,"title":["Knowledge management, customer satisfaction and organizational image discriminating certified from non-certified (ISO 9001) municipalities"],"prefix":"10.1108","volume":"37","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-5504-4332","authenticated-orcid":false,"given":"Elisabeth","family":"Brito","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2087-5950","authenticated-orcid":false,"given":"Leonor","family":"Pais","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-1564-8120","authenticated-orcid":false,"given":"Nuno Rebelo","family":"dos Santos","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6407-7259","authenticated-orcid":false,"given":"Cl\u00e1udia","family":"Figueiredo","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2020,1,28]]},"reference":[{"issue":"8\u22129","key":"key2021043009403082500_ref001","first-page":"987","article-title":"Knowledge management \u2013 the next generation of TQM?","volume":"16","year":"2005","journal-title":"Total Quality Management and Business Excellence"},{"issue":"7","key":"key2021043009403082500_ref002","doi-asserted-by":"crossref","first-page":"869","DOI":"10.1080\/09544120050135425","article-title":"Foundations of the American customer satisfaction index","volume":"11","year":"2000","journal-title":"Journal of Total Quality Measurement"},{"issue":"8","key":"key2021043009403082500_ref003","doi-asserted-by":"crossref","first-page":"1002","DOI":"10.1108\/02656710610688185","article-title":"Process-based knowledge management system for continuous improvement","volume":"23","year":"2006","journal-title":"International Journal of Quality & Reliability Management"},{"issue":"9","key":"key2021043009403082500_ref004","doi-asserted-by":"crossref","first-page":"1395","DOI":"10.1016\/S0048-7333(01)00158-5","article-title":"Completion of knowledge codification: an illustration through the ISO 9000 standards implementation process","volume":"30","year":"2001","journal-title":"Research Policy"},{"issue":"1","key":"key2021043009403082500_ref005","first-page":"260","article-title":"Benefits of management systems integration: a literature review","volume":"94","year":"2015","journal-title":"Journal of Cleaner Production"},{"issue":"4","key":"key2021043009403082500_ref006","first-page":"29","article-title":"Five imperatives for improving service quality","volume":"31","year":"1990","journal-title":"Sloan Management Review"},{"issue":"4","key":"key2021043009403082500_ref007","doi-asserted-by":"crossref","first-page":"393","DOI":"10.1037\/0022-0167.34.4.393","article-title":"Use of discriminant analysis in counseling psychology research","volume":"34","year":"1987","journal-title":"Journal of Counseling Psychology"},{"issue":"2","key":"key2021043009403082500_ref008","doi-asserted-by":"crossref","first-page":"199","DOI":"10.1080\/14783360500054343","article-title":"An investigation into issues related to the latest version of ISO 9000","volume":"16","year":"2005","journal-title":"Total Quality Management"},{"issue":"125","key":"key2021043009403082500_ref009","doi-asserted-by":"crossref","first-page":"40","DOI":"10.1016\/S0123-5923(12)70006-2","article-title":"Modelo para gestionar la sustentabilidad de las organizaciones a trav\u00e9s de la rentabilidad, adaptabilidad e imagen","volume":"28","year":"2012","journal-title":"Estudios Gerenciais"},{"issue":"2","key":"key2021043009403082500_ref010","doi-asserted-by":"crossref","first-page":"226","DOI":"10.1108\/01443570710720630","article-title":"ISO 9000: integration rationales and organizational impacts","volume":"27","year":"2007","journal-title":"International Journal of Operations & Production Management"},{"issue":"3","key":"key2021043009403082500_ref011","doi-asserted-by":"crossref","first-page":"349","DOI":"10.1177\/009102600103000305","article-title":"Public sector change in Australia: are managers\u2019 ideals being realized","volume":"30","year":"2001","journal-title":"Public Personnel Management"},{"key":"key2021043009403082500_ref012","unstructured":"Brito, E. 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