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The role of quality standards in innovative service companies: An empirical analysis for Germany

: Blind, K.; Hipp, C.

Fulltext urn:nbn:de:0011-n-738786 (205 KByte PDF)
MD5 Fingerprint: cbf2ed1d8030a7fca92119f6412efdf3
Created on: 21.5.2008

TU Delft, Faculty of Technology and Management:
Critical Infrastructures. CD-ROM : 5th International Conference on Technology Policy and Innovation, June 26-29, 2001 the Netherlands
Utrecht: Lemma, 2002
ISBN: 90-5931-019-5
15 pp.
International Conference on Technology Policy and Innovation <5, 2001, Delft>
Conference Paper, Electronic Publication
Fraunhofer ISI ()
service company; survey; quality standard; ISI 9000

Proceeding from theoretical hypotheses, driving forces for the introduction of the ISO 9000ff series in innovative service companies are analysed. Based on the European Community Innovation Survey (CIS), a probit model is estimated with different explanatory variables based on a sample of innovative German service companies. The first analysis of the role of the quality standard ISO 9000ff in German innovative service companies, based on general hypotheses concerning the role of quality standards, produced elucidating results. Besides sector- and size-specific differences, the use of "risky" technologies positively influences the probability of introducing ISO 9000ff. This quality standard has another twofold impact: first, as expected, it is a quality seal for the customers of the service company, especially in markets with homogeneous products and average qualities. Second, the introduction of ISO 9000ff has impacts on the internal processes of the service companies. In contrast to a conventional product standard, it supports the management in being flexible especially towards the preferences of the customers and in reaching project deadlines. However, the introduction may also increase the pressure on the employees, who are therefore evidently more reluctant about its introduction. Consequently, the empirical results underpin most of the theoretical hypotheses on the role of quality standards in service companies.