Upravljanje kvalitetom u hotelskim lancima u Republici Hrvatskoj

master's thesis

• Title (english): Quality management in hotel chains in Croatia
• Author: Marta Oršanić
• Mentor: Tonći Lazibat (mentor)
• Committee member: Tomislav Baković (predsjednik povjerenstva)
• Committee member: Tonći Lazibat (član povjerenstva)
• Committee member: Mate Damić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Tourism); Zagreb
• Defense date and country: 2020-09-29, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Provedba sustava kvalitete vitalni je dio poslovanja svih poduzeća koja nude svoju robu ili usluge na tržištu. Upravljanje kvalitetom u turizmu, s posebnim fokusom na hotelsku industriju, prikazano je na primjeru pet vodećih hotelskih lanaca s obzirom na ostvarene prihode u 2018. godini: Valamar Riviera d.d., Maistra d.d., Jadranski Luksuzni hoteli, Plava Laguna d.d. te Arena Hospitality Group d.d.. Mjerenje kvalitete u uslužnim djelatnostima i dalje je izazov za znanstvenike i poduzeća koja ih provode. Razjašnjeni su osnovni modeli u upravljanju kvalitetom Dan je prikaz međunarodnih standarda koji su najznačajniji za hotelsko poslovanje te nagrada za kvalitetu poslovanju u hotelima na nacionalnoj, europskoj i svjetskoj razini. Također ispitana je uloga nefinancijskog izvještavanja u navedenim poduzećima i odgovorno poslovanje.

Abstract (english)

The quality management system is a vital part of the business of all companies that offer their goods or services in the market. Quality management in tourism, with a special focus on the hotel industry, is shown on the example of five leading hotel chains in Croatia, based on revenues in 2018: Valamar Riviera d.d., Maistra d.d., Adriatic Luxury Hotels, Plava Laguna d.d. and Arena Hospitality Group d.d. Measuring quality in service industries remains a challenge for scientists and the companies that implement them. This thesis covers basics in quality menagement for hospitality industry. It offers an overview of the international standards that are most important for the hotel business and awards for the quality of hotel business at the national, European and world level. The role of non-financial reporting in these companies and responsible business operations were also examined.

• Keywords: upravljanje kvalitetom; hrvatski turizam; hotelski lanci; hotelijerstvo u Hrvatskoj; lanac kvalitete i dobiti; društveno odgovorno poslovanje; nefinancijsko izvještavanje
• Keywords (english): quality management; Croatian tourism; Hotel chains; Hospitality industry in Croatia; Service-profit chain; Corporate social responsibility; non-financial reporting
• Language: croatian
• URN:NBN: urn:nbn:hr:148:441373
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2020-09-29 11:34:03