Recognition of customer satisfaction standards of ISO 10000 family by spa enterprises – a case study analysis

1. INTRODUCTION
2. METHODOLOGY
3. STUDY DESCRIPTION
4. CONCLUSIONS

Paweł Nowicki received his Ph.D. from Cracow University of Economics – Poland. Is now an Assistant Professor at the Department of Quality Management of Cracow University of Economics. His research interests are in the areas of Quality management in food industry; Customer satisfaction in relation to quality; Risk analysis in quality management systems and food safety assurances systems; Food safety assurance and management systems, International standards of food quality and safety for retailers network suppliers. Alexandra Simon received her Ph.D. from the University of Girona – Spain. She is now a postdoctoral researcher at the Autonomous University of Barcelona, Spain. Her research interests are in the areas of Quality Management and Management System Integration. Piotr Kafel received his Ph.D. from Cracow University of Economics – Poland. Is now an Assistant Professor at the Department of Quality Management of Cracow University of Economics. His research interests are in the areas of Quality management and product certification. Marti Casadesus received his Ph.D. from the University of Girona – Spain. He is now a Professor at the Business Management and Product Design Department of the University of Girona – Spain and currently he is the director of the Universities Quality Agency (AQU) of Catalonia. His research interests are in the areas of Quality Management and Management System Standards.

Asif M., Searcy C., Zutshi A., Fisscher O. (2013). An integrated management systems approach to corporate social responsibility, Journal of Cleaner Production, Volume 56, 1 October 2013, Pages 7-17 Bernardo M., Casadesus M., Karapetrovic S., Heras I. (2010). An empirical study on the integration of management system audits, Journal of Cleaner Production, Volume 18, Issue 5, March, Pages 486-495 ISO 10001:2007, Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations ISO 10002:2004, Quality management. Customer satisfaction. Guidelines for complaints handling in organizations ISO 10003:2007, Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations, Karapetrovic, S., Doucette, J. (2009). An Application of Customer Satisfaction Standards in Engineering Management Courses, ASEE Annual Conference & Exposition, Austin Simon A., Karapetrovic S., Casadesus M. (2012). Evolution of Integrated Management Systems in Spanish firms, Journal of Cleaner Production, Volume 23, Issue 1, March, Pages 8-19 Simon, A., Karapetrovic S., Casadesus M. (2013). On the applications of ISO 10000 customer satisfaction standards in Catalonia. International Journal of Advanced Quality, 41(1), Pages 23-27 The ISO Survey of Certifications – 2012, International Organization for Standardization, Geneva.