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The purpose of this paper is to investigate the heterogeneity in the implementation of the ISO 9001 quality management system in service-oriented organizations, and to identify patterns (i.e. relationships, dependencies and exceptions) among critical implementation factors, possible implementation determinants and desired post-implementation outcomes.

The paper adopts a qualitative approach, in the form of a multiple case study of five ISO 9001 certified, service-oriented organizations, located in Greece. Using multiple data collection methods including interviews with upper management and employees, desk research and on-site observation allowed for data triangulation.

The analysis reveals that ISO 9001 implementation can range across different levels of fidelity, from merely superficial to genuinely substantive. Several determinants (i.e. implementation experience, motivation for certification, perception of quality, commitment to change) affect the level of fidelity and, in turn, the post-implementation outcomes. Interestingly, even a superficial ISO 9001 implementation can initiate, at least to a moderate degree, beneficial changes throughout the organizations. The organizations that strictly abide by ISO 9001 requirements still have to address some challenges, most notably to instill a culture of prevention in their management system and to efficiently balance standardization and flexibility.

This study contributes to the ISO 9001 internalization literature, providing an in-depth analysis of possible patterns among ISO 9001 implementation factors, determinants and outcomes. Related findings are also discussed under the prism of the revised ISO 9001:2015.

Invisibility and inequality in the subjective experiences of Albanian migrant women in the Greek labor market have not been sufficiently studied. In times of crisis, mechanisms and social processes of marginalization are being strengthened and push women to new roles, expectations, and social positions. This chapter investigates how migrant women understand invisibility within their occupation, to what extent they feel relative deprivation and injustice when comparing their situation with others, and what this means for the reproduction of inequalities and the boundaries of social stratification. Qualitative research is conducted through a case study and 10 work history biographical interviews with Albanian migrant women, living and working in the Artemis community. Findings are analyzed in light of the socio-historical context of invisibility of migrant women workers in Greece, while the statistical analysis of changes in the occupational distribution provides a picture of the social landscape. Findings show evidence of the ethnic and gender segregation of the Greek labor market and a significant increase of informal and temporary work in low-status jobs in services. Invisibility is mainly experienced through the degradation of working conditions, flexibility, insecurity, and the concealed process of alienation. The economic crisis increases the dependencies; meanings and perceptions change towards reduced expectations. Comparisons with reference groups show increasing inequalities within the same social group, but feelings of injustice are felt more due to administrative barriers and discrimination. The chapter offers insights on the process of invisibility of migrant women and its significance for social stratification.