Ana Paula Ferreira, Marta Lopes
2A case of certified units in a Portuguese university: Interactions of ISO 9000 norms with HRM practices, employee performance and employee satisfaction
Abstract: This study aims to assess organizational changes arising from the certification process according to the ISO 9001: 2008 norm, as well as assess the changes in human resource management (HRM) practices and in employee performance and satisfaction. From a population of employees in 3 certified service units of a Portuguese university, 248 valid questionnaires were used to support this research. Results are in line with previous research regarding general changes to the implementation and certification of ISO 9000: (1) internal restructuring – related to ...
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