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.

The quality of service in the public health sector is an essential aspect that influences patient satisfaction. Providing quality in public health sector means delivering health service in an affordable, safe and effective manner, with...

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.

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.

Mentoring Programs as a Basis for Creating Communities of Practices in Tourism: 10.4018/978-1-5225-0013-1.ch003: The connection between educational institutions and tourism organizations is of great importance in the time of a turbulent and competitive labor market. The

Quality assurance in public health presents one of the key factors in the quality of health service. Accordingly, there is increasing awareness of the need to integrate quality systems and their principles into the healthcare system. Their role is important in the context of quality assurance in accordance with patient requirements as well as in the process of improving the quality of health care service. They are essential for the successful implementation of a quality management system and refer to customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making, and relationship management. This paper presents the results of a study among Croatian Institutes of Public Health with regard to the level of implementation of quality principles related to employee engagement, improvement and internal customer focus. Analysis focused on the relationship between focus on internal customer (employees) and improvements as well as the employee engagement and improvement respectively. Results show there is a strong positive relationship between employee engagement and improvements, while between internal customer focus and improvement the relationship has not been verified. In the context of standardization of quality of public health services, the paper aims to expand theoretical knowledge about TQM principles, with the emphasis on the employee engagement, internal customer focus (employees) and process improvement. The results can serve as a basis for improving the existing practice of quality management system implementation in the public health sector, with emphasis on employees.