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The purpose of this paper is to identifying, discussing and analyzing the existing education and training programs related to quality management system (QMS) in Spain.

Exhaustive search of the education system database was used to map the multifaceted of Spanish education system and professional training in addition to their relationships with the labor market. Thereafter, a thorough scan of the existing training related to management system standards was used to classify them into different subgroups as well as identifying possible education and the professional trainings related to QMS.

The overall results showed that general education in Spain and in particular related to QMS can be classified into four different groups including: official university, unofficial university, official non-university and unofficial non-university. Moreover, this study observed that the general concern about the employment and earnings in Spain has led the local, autonomous communities and national government to launch specific measures designed to both continue to increase the quality of the workforce with the QMS backgrounds and to ease the difficulties encountered when entering the labor market.

This study is the first to analyze and map the multifaceted character of Spanish education system and professional training related to QMS. The findings of this study may be useful for organizations trying to evaluate their QMS efforts, thus, engage their people in order to face the competitive challenges that lie ahead.

The difficulties in the integration of management systems (MSs) and their relationship with innovation and customer satisfaction are explored by proposing a model that links these three concepts together. Integration, innovation and customer satisfaction are relevant issues for the competitiveness of companies, especially for the ones that have implemented several MS standards. The paper aims to discuss these issues.

Data for the study derives from a survey carried out in 76 Spanish organizations registered to at least both ISO 9001:2008 and ISO 14001:2004 standards for quality MSs and environmental MSs, respectively. An exploratory factor analysis and structural equation modeling (SEM) are utilized to assess and confirm the proposed scales validity and the relationships of the conceptual model.

Based on the empirical study, the second-order SEM shows that the difficulties of integration are directly and negatively related to both of MS documentation and procedures. This level is also directly related to the innovation and satisfaction. Nevertheless, no relationships were found between the difficulties of integration and the integration level of MS human resources. Moreover, no direct relationships were found between the difficulties of integration and both the constructs of innovation and satisfaction. Also, the results showed the integration level of MS procedures was not related to the construct of innovation.

This is one of the first studies to relate integration difficulties with innovation and customer satisfaction, with a conclusion that an organization should give more importance to the difficulties of integrated MSs that have been uncovered to have a relationship with innovation and customer satisfaction.

This study aims to investigate whether ISO 9001 certification affects and enhances the relationships among customers' perceptions of service recovery and, consequently, customer satisfaction, perceived value and loyalty. In pursuit of this objective, the study also proposes a model linking loyalty and its antecedents to investigate the factors that might influence customer satisfaction and loyalty as well as the possible mediating effects of customer satisfaction.

An online‐based questionnaire was conducted to survey 123 online banking customers who have experienced at least one non‐routine encounter while conducting online banking. Structural equation modeling and a multi‐regression analysis were utilized to assess the relationships among the constructs.

Service recovery was shown to be directly and positively related to customer satisfaction and perceived value, which, in turn, was found to significantly influence loyalty. The mediating role of satisfaction was partially supported. The results also showed that ISO 9001 certification has no influence on customers' perceptions of service recovery or on customer satisfaction, perceived value and loyalty. However, ISO 9001 certification improved the relationship between customer satisfaction and customer loyalty by approximately 47 percent.

Service recovery can be used as a strategic driver in seizing new opportunities to enhance customer satisfaction and hence customer loyalty. This finding casts serious doubt on whether ISO 9001 helps to directly/indirectly strengthen customer loyalty. However, companies should consider ISO 9001 certification because it was shown to increase the loyalty of satisfied customers to firms.

This study is the first to investigate the impact of ISO 9001 on service recovery.

The purpose of this paper is to investigate whether ISO 9001 certification by banks affects customers' perceptions of e‐service quality (and hence customer satisfaction and loyalty) in online banking services. In pursuit of this objective, the study also investigates: the validity of a modified scale for measuring e‐service quality in online banking services; and the factors that might influence customer satisfaction and loyalty in the context of online banking services (and the possible mediating/moderating effects of customer satisfaction on the relationship between service quality and customer loyalty).

An online survey is conducted among 428 customers of online banking services in Spain. Exploratory factor analyses, multi‐regression analyses, and Mann‐Whithney U‐tests are utilised to assess the proposed modification of the E‐S‐QUAL scale; the relationships among the constructs of service quality, satisfaction, and loyalty; and whether ISO 9001 certification affects customers' perceptions of e‐service quality (and hence satisfaction and loyalty).

Three of the four dimensions of the modified E‐S‐QUAL scale are confirmed, and all have a positive impact on customer satisfaction, which, in turn, significantly influences e‐loyalty. The mediating/moderating role of satisfaction on the relationship between service quality and loyalty is confirmed. Contrary to the research hypothesis, ISO 9001 certification does not seem to influence customers' perceptions of e‐service quality.

Managers should consider ISO 9001 certification, even if only for the internal benefits that it promises to provide. Managers must ensure superior e‐service quality (especially with regard to “efficiency”) if they wish to promote customer satisfaction and loyalty.

This paper is one of the first to investigate the impact of ISO 9001 certification on customers' perceptions of e‐service quality. However, the study is limited to a particular sector in a particular country.

In recent years, organizations have been forced to compete in a new environment and to become more innovative, provide more quality and respond more effectively to consumers' needs and preferences. Within this context, the main objectives of this research are to propose scales and study the existing relationships among innovation, Management System Standards (MSSs) Integration and customer satisfaction in order to help organizations to manage these elements and increase their performance.

Data for this study derives from a survey carried out in 76 Spanish organizations registered to at least both ISO 9001:2008 and ISO 14001:2004. An Exploratory Factor Analysis (EFA) and Structural Equation Modelling (SEM) are utilised to assess and confirm the proposed scales validity and the relationships of the research model.

The conceptual model finds significant support based on the empirical study. Three of the four dimensions of innovation and the four dimensions of MSs Integration are confirmed. Besides, the findings show that the integration characteristics are positively related to innovation and satisfaction, whereas, innovation is only partially linked to satisfaction.

This study, which aims to shed light on the integration characteristics, is the first to propose a model that links the three concepts of integration, customer satisfaction and innovation together. These are relevant issues for the competitiveness of companies, willing to increase their performance, especially for companies which have implemented several ISO based systems, which have become a key part of the organisation's lifeline and a prerequisite for survival in the twenty‐first century.