Effects of human resource development practices on service quality of services offshore outsourcing firms

Abstract

The purpose of this paper is to present the results of an exploratory study carried out on a sample of certified companies that operate in Spain, with the aim of obtaining empirical evidence on the benefits of the implantation of standardised quality systems. This study delves into the theoretical implications of a growing field of research that attempts to combine total quality management, its synergy with market orientation and the certification’s consequences. The empirical evidence obtained enables us to affirm that the benefits attained by companies as a result of ISO certification are basically linked to an improvement in internal efficiency. This points to the need for evolution towards more complex systems where total quality management may find its place together with the market orientation philosophy. Record 2.