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.

Globalization and rising customer demands drive market competition, compelling product and service providers to integrate customer requirements, needs and expectations in their business segments, by implementing TQM. TQM was primarily developed in manufacturing companies and based on their good results it has also found its application in the service sector. Although the TQM principles are the same for both production and service companies, when implementing TQM practices service companies should take into consideration the specifics of their activity. The aim of this study is to provide a comprehensive literature review that examines TQM practices in hotel companies and their impact on performance. The paper uses a systematic approach to review the literature by summarising recent and relevant research in the field. Secondary data sources were used to illustrate the dissemination of international standard ISO 9001 as one of the frameworks for implementing TQM practices, its dissemination in the world, in Europe and in the Republic of Croatia in general and in the hotels and restaurants in particular is also presented. The results of the analysed studies have shown that TQM practices positively influence various aspects of hotel performance including financial and non- financial results. In relation to the ISO 9001 implementation the results indicate the need to foster its implementation in hotels and restaurants. The contribution of this study is to identify TQM practices specific to the hotel industry and to contribute to a deeper understanding of their importance in enhancing overall business performance.

Cilj ovog istraživanja bio je ispitati povezanost kategorizacije hotela s percepcijom predanosti vodstva i uključenosti zaposlenika u aktivnosti kontinuiranih poboljšanja u kontekstu hrvatskog hotelijerstva, s namjerom doprinosa unaprjeđenju kvalitete upravljanja u smještajnim objektima različitih kategorija. Empirijsko istraživanje provedeno je na uzorku srednjih i velikih hotelskih poduzeća u Republici Hrvatskoj, pri čemu su ispitana 244 menadžera uz uporabu Likertove skale od sedam stupnjeva. Obrada podataka uključivala je deskriptivne statističke metode i neparametrijsku analizu Kruskal-Wallis testom zbog utvrđenog odstupanja od normalne distribucije. Rezultati ukazuju na statistički značajne razlike u percepciji predanosti vodstva u odnosu na kategorizaciju hotela (p < 0,05), pri čemu se u hotelima više kategorije, osobito u onima s pet zvjezdica, vodstvo percipira kao više uključeno u svakodnevne aktivnosti kvalitete. Suprotno tomu, iako su hoteli viših kategorija ostvarili više prosječne rangove za uključenost zaposlenika, razlike nisu bile statistički značajne (p > 0,05). Dobiveni rezultati doprinose postojećoj literaturi te sugeriraju da kategorizacija hotela može biti indikator razine predanosti vodstva, no ne i odlučujući čimbenik u poticanju uključenosti zaposlenika.

1. Amateur sporting events hold significant potential to garner media visibility and stimulate local economies through participant expenditures (Bazzanella et al., 2023). Consequently, tourism dest...

The aim of this study is to examine the influence of internal organisational practices, namely employee engagement, quality education, and data analysis and evaluation, on continuous improvement (CI) results in the hospitality industry through the mediating role of CI implementation level. A measurement tool was developed, piloted, and pre-tested, and principal component analysis (PCA) was conducted to assess construct validity and refine the component structure. PLS-SEM was used to test the proposed structural model based on data collected from 244 senior and middle managers in medium and large hospitality organisations. The findings indicate that the level of CI implementation has a strong and significant impact on CI outcomes. Employee engagement and data analysis and evaluation can have significant direct effects on the CI level and significant indirect effects on CI results through the level of CI implementation. Quality education has no statistically significant direct or indirect effect. The contribution of this study is based on confirming the importance of CI level as a mediator in the relationship between organisational practices and improvement outcomes. This study extends the CI literature by identifying the organisational practices most strongly associated with CI implementation level and improvement outcomes in hospitality organisations within the European context.