engleski

QUALITY COSTS IN SOME EUROPEAN BOUTIQUE HOTELS - A CASE STUDY OF CRACOW AND ZAGREB

The aim of the article is to diagnose the problem of quality costs in boutique hotels in specific times of the global Covid-19 pandemic. For the correct implementation of the research objectives, the example of boutique hotels in selected resorts in Poland and Croatia was used. The following research methods were used to achieve the objectives of the publication. In the theoretical part - an analysis of the boutique hotel literature and a comparative analysis. The authors used a questionnaire to verify the hypotheses. A representative group of boutique hotels from both cities participated in the survey. Research results indicate that the Covid-19 pandemic has had a noticeable impact on the cost of quality in boutique hotels in Krakow and Zagreb. The issue of quality costs in boutique hospitality is raised by organizations operating in this industry on the Polish and Croatian markets. The Covid-19 pandemic affected both the quality of hotel services and the level of costs incurred (including quality costs). Quality costs are significant for the operation of hotels in Poland and Croatia. Future research should focus on expanding the group of analyzed entities to include hotels from other European countries. The authors presented creative research on the specificity of quality costs in an international perspective. Comparing the cost of quality in boutique hospitality in two different tourism markets yields interesting research results.

hospitality, global pandemic, quality costs, services, historical monument

nije evidentirano