Purpose: According to ISO 9000:2015 “the primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations”, where “a customer can be internal or external to the organization”. Internal customers refer to a company’s employees, while external customers are the buyers of a company’s products and services. Previous research has scrutinised the impact of ISO 9001 on company performance, without clear focus on the performance related to internal and external customers. Methodology/Approach: The purpose of this paper is to measure the impact of ISO 9001 on the performance to internal and external customers using a survey that has been responded by 141 companies in the Republic of Serbia. Findings: The results show that quality management system (QMS) certification to ISO 9001 enhances employee- and customer-related company performance, while certification incentives are found to influence this relationship. Research Limitation/Implication: The data are gathered in only one specific country, although there are no reasons to think that the results could depend of the specific analysed region. Originality/Value of paper: The main value of the article is to be one of the first ones to analyse, in any way, the impact of QMS on internal and external customers.

The aim of this paper is to investigate the motives of tourists for participating in wine tourism in Serbia. The research was conducted using the survey method. From the total number of sent questionnaires, there was received 160 fully completed ones. Results of the research show that the most important motives for the inclusion of tourists to the wine tourism are: wine tasting, trying different sorts of wines, visiting wineries, getting information about wine and its production and organization of the trip. Wine tourists showed a high degree of readiness to visit wineries that produce their favorite wine. Secondary motives of wine tourists are: participating in the production of wine, visiting shops that sell local products and meeting people with similar interests. Motivation of tourists is the driving force that affects their intention to visit a wine destination and take part in wine tourism. On the other hand, barriers such as free time, distance of wine regions and financial expenditure do not significantly affect the motivation and future behavior of wine tourists.

The emergence of internal control over specific segments of activities has been associated with management needs for evaluation of the consistency between the actual situation and development targets. Monitoring activities should enable detection and timely reaction to possible target-related deviations. While responding to complex market needs, companies are exposed to numerous internal and external influences, some of which may cause significant damage. Companies have realized that it is safer and cheaper to establish their own internal control systems in order to prevent such influences. The aim of this work is to show how the overall quality of control and The emergence of internal control over specific segments of activities has been associated with management needs for evaluation of the consistency between the actual situation and development targets. Monitoring activities should enable detection and timely reaction to possible target-related deviations. While responding to complex market needs, companies are exposed to numerous internal and external influences, some of which may cause significant damage. Companies have realized that it is safer and cheaper to establish their own internal control systems in order to prevent such influences. The aim of this work is to show how the overall quality of control and company performance is improved through implementation of preventive methods by internal controls.

Information and communication technologies (ICTs) have a significant role in contemporary business activities, helping companies to improve quality, efficiency, flexibility and learning capacity, to reduce costs, and finally, to achieve competitive advantage. The aim of this paper is to examine the extent of implementation, as well as the benefits of ICTs used for the hotel supply chain management (SCM). A survey has been conducted involving 40 hotels in Serbia categorized as four- and five-star. The results reveal modest to scanty adoption of SCM-related ICTs among hotels in Serbia. Hotel managers find ICTs they use as very beneficial regarding: (1) more efficient and faster guest attraction, (2) more efficient communication with suppliers, (3) increased speed, (4) increased flexibility, (5) reduced costs and (6) improved guest services. It was also found that the size and affiliation of hotels do not impact the benefits, while the category is positively associated with benefits from using the SCM technologies.

This paper focuses on assessing the impact of TQM implementation on the financial performance of hotels. According to the previous studies from Spain, Singapore, Malaysia, and the USA, an empirical investigation was conducted in Serbia during the first quarter of 2013. The findings revealed that the hotels practiced TQM at a relatively high level, especially customer orientation and teamwork. However, the analysis did not yield clear evidence that a higher level of TQM implementation impacted positively on the financial performances of hotels. The present research complements the existing literature on total quality management, and is the first attempt in Serbia to measure the financial consequences of TQM implementation. It aimed to raise the awareness among hoteliers regarding the importance of quality, and to support further analysis on the effects of TQM, especially in developing countries, which generally lack research of this kind, particularly in the hotel industry.

The COVID-19 virus pandemic appeared to be a low-probability, high-impact event that has caused significant disruptions in supply chains worldwide. The hotel industry has been one of the most severely affected, with all participants in the supply chain suffering from the crisis. This paper aims to analyze if, and to what extent, hotels in the Republic of Serbia have faced difficulties in supply chain management (SCM) due to the COVID-19 virus pandemic, with special reference to the difficulties in introducing information and communications technologies (ICTs) for SCM. Empirical research was conducted in May, 2021 involving managers from 40 hotel companies categorised as 4-and 5-star. The study results reveal that majority of hotel companies have experienced difficulties in SCM and implementation of ICTs for SCM due to the pandemic, while the intensity of difficulties is not found to be correlated with hotel size, category and affiliation.