Dalilis Escobar

Universitat Oberta de Catalunya | UOC · Economic and Business Studies

The growth of sharing economy (SE) business models across different sectors suggests global shifts in consumer expectations, values, behaviours and lifestyles. SE products and service are not standardized, and it is impossible to talk about quality as it is traditionally understood. The methodological and theoretical approaches to study the quality...

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,...

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 age...

This paper analyzes group of customers as part of a study to measure delight in restoration experiences to find differences among satisfied customers, very satisfied customers, and delighted customers. The study has an exploratory character using the two-step cluster analysis, mean differences, and other descriptive statistical analysis. The study...

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 mod...

There are many times that we, as tourist consumers, have been more than satisfied. We have been delighted with the product or service received. However, do we know the factors which affect our delight as customers? Are they affective or cognitive factors? The objective of this article is to empirically identify delighted consumers and the factors a...

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 collecte...

The efforts of the organizations to face the continuous changes of the environment have been translated in the search of the excellence and therefore the delight of the clients distinguishes by the high incidence of an emotional factor. The results for the organizations associated to this state are related mainly to the event-response chain of sati...

At the present time, organizations operate in a competitive atmosphere with continuous changes. Then, it is required to improve the quality of generated products or services, the environmental care and the workers’ health; among other aspects. In this context, led by the International Standards Organization through the standards it promulgates, the...

Continuous change in the markets and the external environment stimulates to the organizations for the search of administrative models to assure their persistence. The movement for quality and customer satisfaction approach has been one of the most frequently used tools to respond to this evolution, supported in the standardization process, from the...

The risk approach is a philosophy that is becoming amply used in a dynamic organizational context. Its current value is given among other items, by the requirements imposed by the market, competition and instability in economicfinancial aspects; therefore a horizontal risk management is required. The application of this philosophy through the imple...

Resumen El papel que juegan los procesos de negocio en una empresa constituye un factor de gran importancia; por lo que eficacia en estos y su agilidad para adaptarse a los cambios internos y externos; proporciona un mayor crecimiento organizacional. Como apoyo existen diversas herramientas para la gestión de procesos. Una de ellas es Gestión de Pr...

The role of business processes in a company is an important factor; so effectively in these and agility to adapt to the internal and external changes; provides greater organizational growth. As there are various tools to support process management. One is Business Process Management and Service Oriented Architecture. These are emerging as a new tre...

La calidad es un factor esencial para las organizaciones frente a un contexto de globalización económica, auge de las Tecnologías de la Información y las Comunicaciones (TICs) y aumento de la competencia. Este marco constituye un reto para el cumplimiento de su misión; por tanto es un imperativo el desarrollo de auditorías eficaces, como herramient...