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Due to the growing prominence of quality management systems in health, this article presents the theoretical background and the results of an empirical study conducted among the Institutes of public health in the Republic of Croatia, with the aim to determine the level of implementation of TQM principles. The research was based on a questionnaire built on the Kanji model. According to the quality managers' perception, all analyzed TQM principles have been implemented at high level. Although in general a high level of implementation exists, certain TQM principles have been implemented to a larger extent than others. The research was also focused on finding if the difference among QM managers' perceptions exists depending on the status of ISO 9001 (implemented/not implemented/plan to implement). The differences were found in relation to the activities connected with people-based management and continuous improvement. Based on the research results, specific areas of improvement, i.e. activities that foster implementation of TQM principles, are emphasized.

Purpose -Service quality plays an important role in improving quality and competitiveness in glamping, an innovative and novel form of accommodation in campsites. Therefore, this paper strives to present the dimensions of service quality in glamping from the perspective of two target groups: guests and campsite managers. Methodology -Research was based on a structured questionnaire, designed especially for each target group (guests and campsite managers). The study included 120 managers and 130 guests. Surveys were conducted in 2017 and 2018 using an on-site questionnaire for managers and both an on-site and online questionnaire for guests. The data were analysed using methods of descriptive and inferential statistics. Findings -Research results indicate that managers and guests alike attach importance to the quality elements of glamping service and glamping accommodation facilities. Both target groups agree that friendly staff, professional staff and cleanliness have the greatest role in ensuring glamping service quality, and attractive and well-maintained natural environment, equipment and fittings, and innovative and appealing appearance, in glamping accommodation quality. Results also show that the importance scores given by managers are somewhat higher than those given by guests, in all quality elements that were rated with regard to glamping service and glamping facilities. Contribution -This study makes a contribution to theory and application. From a theoretical perspective, the study contributes by broadening the literature by identifying quality elements in glamping from the perspective of guests and campsite managers. From an application perspective, the results of research contribute by highlighting the quality elements that are important to guests and that should be taken into consideration when designing a product/service as well as in the service provision process.

As the P2P (peer-to-peer) accommodation market is expanding, there is a growing interest in the factors affecting customer satisfaction. The previous literature largely concentrates on Airbnb users and tends to use online questionnaires as research data. To address this gap, we analyze the key attributes affecting customer satisfaction in the P2P accommodation market in 2020, the first year of the pandemic, based on onsite research. This will allow the authors to examine the key determinants of customer satisfaction across many platforms. Based on previous research, a conceptual model was developed, and two dimensions of service quality were created: host service quality and facility service quality. An offline primary survey was conducted, and the model was tested using exploratory factor analysis, correlation analysis, and regression analysis. The empirical results show a strong relationship between host service quality and facility service quality and customer satisfaction. This study provides clear theoretical insights to advance our knowledge about the determinants of customer satisfaction. Our results are in line with previous research, despite the survey being conducted during the first year of the pandemic and with the use of offline questionnaires. Furthermore, this study offers practical implications for both peer-to-peer and institutional market actors.

Knowledge is an infinite resource of hotel enterprises and society as a whole. In hotel enterprises, it serves as a platform for practising sustainable development and gaining competitive advantages. Knowledge-based economic development provides the best opportunities for dealing with a global environment in which rapid and dynamic changes are taking place. Seen as a precondition to success, Knowledge Management (KM) will result in generating value-added in tourism. A survey was conducted in large and mid-sized hotel enterprises to demonstrate their KM level and the contribution of KM in gaining competitive advantages in the Croatian hotel industry. Empirical research was used to establish the level of KM development in the Croatian hotel industry, and to determine the importance of KM in gaining competitive advantages in the hotel industry. In addition to knowledge, quality is a vital factor in gaining competitive advantages in hotel enterprises. Globalized markets and increasingly discerning customers, demanding more and more for their money, are compelling product and service providers to ground their business systems on customer needs. Total Quality Management (TQM)—a new management philosophy—enables the systematic application of these ideas. This chapter looks at several TQM approaches that define the basic elements essential to successful TQM implementation, in particular, the element pertaining to employees. The application of these elements in the Croatian hotel industry is presented through the results of empirical research on a sample of mid-sized and large hotel enterprises.