Facultad de Ciencias Sociales y Jurídicas, Universidad de Jaén
Abstract
The growth of the certifications of the standard quality system ISO 9000 has caused an increase in the consultancy service specialized in ISO 9000 demand. This article analyzes the profile of the ideal consultant. A classic service quality model –SERVQUAL– has been adapted to this case. A confirmatory factor analysis leads to the conclusion that there are three dimensions to be taken into account: his or her quality as a person, his or her capability to fulfil deadlines and lately tangible elements
