IDEAS home Printed from https://ideas.repec.org/a/spr/infsem/v14y2016i1d10.1007_s10257-014-0271-2.html
   My bibliography  Save this article

Benefits of ISO 20000 IT service management certification

Author

Listed:
  • Santi Cots

    (Universitat de Girona)

  • Martí Casadesús

    (Universitat de Girona)

  • Frederic Marimon

    (Universitat International de Catalunya)

Abstract

This paper explores the benefits organizations perceive that they have attained by their ISO 20000 service management system standard certification. The paper proposes a classification of benefits and tests the relationship between that classification and general satisfaction with the standard. The study is based on 105 responses to ISO-20000-certified organisations survey in Spain. After a descriptive analysis of the sample, a structural equation model is designed to test the hypotheses presented. According to the model, ISO 20000 benefits can be divided into those which are internal and those which are external. The variables that best define each type are identified. Moreover, those benefits are shown to be related to general satisfaction with ISO 20000 certification. The findings can be extended to other IT service management standards such as ITIL.

Suggested Citation

  • Santi Cots & Martí Casadesús & Frederic Marimon, 2016. "Benefits of ISO 20000 IT service management certification," Information Systems and e-Business Management, Springer, vol. 14(1), pages 1-18, February.
    • Handle: RePEc:spr:infsem:v:14:y:2016:i:1:d:10.1007_s10257-014-0271-2
    DOI: 10.1007/s10257-014-0271-2
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10257-014-0271-2
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10257-014-0271-2?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Charles J. Corbett, 2006. "Global Diffusion of ISO 9000 Certification Through Supply Chains," Manufacturing & Service Operations Management, INFORMS, vol. 8(4), pages 330-350, January.
    2. Inaki HERAS-SAIZARBITORIA & German ARANA & Eduardo SAN MIGUEL, 2010. "An Analysis of the Main Drivers for ISO 9001 and other Isomorphic Metastandards," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 11(4), pages 562-574, October.
    3. James Anderson & David Gerbing, 1984. "The effect of sampling error on convergence, improper solutions, and goodness-of-fit indices for maximum likelihood confirmatory factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 49(2), pages 155-173, June.
    4. Georg Disterer, 2009. "ISO 20000 for IT," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 1(6), pages 463-467, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Joseph A. Clougherty, & Michał Grajek, & Oz Shy, 2016. "Taking ‘some’ of the mimicry out of the adoption process: Quality management and strategic substitution," ESMT Research Working Papers ESMT-16-05, ESMT European School of Management and Technology.
    2. Clougherty, Joseph A. & Grajek, Michal & Shy, Oz, 2016. "Taking ‘Some’ of the Mimicry Out of the Adoption Process: Quality-Management and Strategic Substitution," CEPR Discussion Papers 11661, C.E.P.R. Discussion Papers.
    3. Ueki, Yasushi, 2016. "Customer pressure, customer–manufacturer–supplier relationships, and quality control performance," Journal of Business Research, Elsevier, vol. 69(6), pages 2233-2238.
    4. Sharma, Subhash & Mukherjee, Soumen & Kumar, Ajith & Dillon, William R., 2005. "A simulation study to investigate the use of cutoff values for assessing model fit in covariance structure models," Journal of Business Research, Elsevier, vol. 58(7), pages 935-943, July.
    5. Chonnikarn Fern Jira & Michael W. Toffel, 2011. "Engaging Supply Chains in Climate Change," Harvard Business School Working Papers 12-026, Harvard Business School, revised Oct 2012.
    6. Leonidou, Leonidas C. & Leonidou, Constantinos N. & Fotiadis, Thomas A. & Zeriti, Athina, 2013. "Resources and capabilities as drivers of hotel environmental marketing strategy: Implications for competitive advantage and performance," Tourism Management, Elsevier, vol. 35(C), pages 94-110.
    7. Luke Butcher & Ian Phau & Min Teah, 2016. "Brand prominence in luxury consumption: Will emotional value adjudicate our longing for status?," Journal of Brand Management, Palgrave Macmillan, vol. 23(6), pages 701-715, November.
    8. Magali Delmas & Ivan Montiel, 2009. "Greening the Supply Chain: When Is Customer Pressure Effective?," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 18(1), pages 171-201, March.
    9. Enno Siemsen & Kenneth A. Bollen, 2007. "Least Absolute Deviation Estimation in Structural Equation Modeling," Sociological Methods & Research, , vol. 36(2), pages 227-265, November.
    10. Orchida Fayez & Burhan Ozfidan & Hala Ismail, 2023. "The Praxis of User Experience (UX) in the Design of Undergraduate Online Classes: Framing the Perceptions of Engineering and Social Sciences Students," Sustainability, MDPI, vol. 15(4), pages 1-11, February.
    11. Alice Mazzucchelli & Roberto Chierici & Manlio Del Giudice & Ilenia Bua, 2022. "Do circular economy practices affect corporate performance? Evidence from Italian large‐sized manufacturing firms," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(6), pages 2016-2029, November.
    12. Kathryn Bowler & Pavel Castka & Michaela Balzarova, 2017. "Understanding Firms’ Approaches to Voluntary Certification: Evidence from Multiple Case Studies in FSC Certification," Journal of Business Ethics, Springer, vol. 145(2), pages 441-456, October.
    13. Fu Jia & Yan Jiang, 2018. "Sustainable Global Sourcing: A Systematic Literature Review and Bibliometric Analysis," Sustainability, MDPI, vol. 10(3), pages 1-26, February.
    14. Andreas Buehn & Roberto Dell’Anno & Friedrich Schneider, 2018. "Exploring the dark side of tax policy: an analysis of the interactions between fiscal illusion and the shadow economy," Empirical Economics, Springer, vol. 54(4), pages 1609-1630, June.
    15. Mansoora Ahmed & Sun Zehou & Syed Ali Raza & Muhammad Asif Qureshi & Sara Qamar Yousufi, 2020. "Impact of CSR and environmental triggers on employee green behavior: The mediating effect of employee well‐being," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(5), pages 2225-2239, September.
    16. Castka, Pavel & Balzarova, Michaela A., 2008. "ISO 26000 and supply chains--On the diffusion of the social responsibility standard," International Journal of Production Economics, Elsevier, vol. 111(2), pages 274-286, February.
    17. Mohan, Geetha & Sivakumaran, Bharadhwaj & Sharma, Piyush, 2012. "Store environment's impact on variety seeking behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 419-428.
    18. Maria R. Ibanez & Michael W. Toffel, 2020. "How Scheduling Can Bias Quality Assessment: Evidence from Food-Safety Inspections," Management Science, INFORMS, vol. 66(6), pages 2396-2416, June.
    19. Wen Tang & Xiangyang Zhang & Youyi Tian, 2023. "Investigating Lifelong Learners’ Continuing Learning Intention Moderated by Affective Support in Online Learning," Sustainability, MDPI, vol. 15(3), pages 1-18, January.
    20. Julia Morgan & Casey Canfield, 2021. "Comparing Behavioral Theories to Predict Consumer Interest to Participate in Energy Sharing," Sustainability, MDPI, vol. 13(14), pages 1-17, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:infsem:v:14:y:2016:i:1:d:10.1007_s10257-014-0271-2. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.