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Influence of Quality Management System ISO 9001 at hotel business practice in Croatia

The International Organization for Standardization has set up standard ISO 9001 as international standard for Quality Management System. The aim of this paper is to determine the influence of ISO 9001 on marketing and operational performances such as human resource management in hotel business practice in the Republic of Croatia. Empirical research has been carried out for this purpose including a post inquiry on the sample of 350 hotels in the Republic of Croatia and interviews with the managers in 25 hotels, that is, in all hotels in Croatia that have implemented ISO 9001 in their business practice. We have used descriptive and inferential statistics including Chi-square testing to analyze the used data. The results of research carried out in Croatia show the positive influence of Quality Management System ISO 9001 on marketing, operations and human resource management in the hotel business practice in Croatia.

hotels; Croatia; ISO 9001; influence

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