In the current changing environment, organizations need to evolve from a profitable perspective to a more sustainable focus. To deal with this change, the implementation of specific quality models and principles might help. Thus, the present article aims to study whether sustainable management can be achieved in specific organizations (enterprises, associations, and government institutions) by identifying the EFQM principles. Moreover, it analyses which of these quality principles positively and directly impacts the performances studied (environmental, social, and economic). To achieve these objectives, Ordinal Logistic Regression (ORL) was performed using data corresponding to the sample compiled by the Càtedra Universitària de Responsabilitat Social (RSU) from University of Girona. The research results indicate that implementing specific quality principles all the dimensions improved; thus, the organization becomes more sustainable. The value of this research lies in its contribution to the sustainable management literature; adds knowledge to the ongoing debate about the possible influence of TQM principles on the specific dimensions of sustainable management and highlight the importance of having a clear strategy to obtain the highest sustainable performance.

Sustainability and social responsibility are goals that are currently aimed for by companies, entities and institutions as well as national and international agendas. In a globalized and highly connected world, the achievement of both goals must be pursued. This means more than mere compliance with agendas approved by national and international agencies; it means that all of these entities, each in their own field and area of responsibility, become co-responsible for their own social, environmental and economic situation. Because of this co-responsibility, their decisions and activities must contribute to the deployment of a jointly responsible and sustainable model of innovation, development and social transformation. In this context, this article aims to propose a model based on the principles of total quality management that will make it possible to explore the degree of territorial social responsibility and sustainability linked to the companies and institutions of a territory. The validity of this model is based on the application of the model of the European Foundation for Quality Management (EFQM) and its applicability to all types of organizations. The empirical validation was carried out in the specific region of Girona (Spain) with the participation of the University Social Responsibility (USR) Chair of the University of Girona (UdG).

The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer’s happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications.

The aim of this study is to identify customer delight by developing a research model and measurement scale in the hospitality industry that includes cognitive and emotional factors. The main analysis to support the research uses a confirmatory factor analysis, while collected data represent 186 tourism experiences in hotels and restaurants. The model describes a way to appraise memorable experiences by customers and the positive significance of emotions based on their needs. The authors argue that managing designed experiences and considering a customer's service ideal from the factors in the proposed model could be the basis for achieving customer delight in the hospitality industry.