Purpose: This paper aims to identify key middle manager trustworthy behaviours that encourage employees’ participation in continuous improvement activities in industrial contexts. Design/methodology/approach: The list of behaviours has been developed in two different phases. First, the...

Purpose – The purpose of this paper is to see how quality management is carried out in hotels in the Basque Country, a region in the north of Spain with a long tradition in the tourist sector. Design/methodology/approach – The objective of the study was to establish what approaches to...