BUSINESS EXCELLENCE IN THE HIGHLY CATEGORIZED HOTELS –CASE OF CROATIA

Pojam poslovne izvrsnosti nije dovoljno istražen u području hotelskog poslovanja. Današnji izvori i istraživanja ukazuju na potrebu ugrađivanja ključnih dimenzija poslovne izvrsnosti. U ovom je radu definirano sedam pristupa koji vode prema poslovnoj izvrsnosti hotela, a koji zajedno tvore sustav. Empirijsko istraživanje provedeno je na uzorku hrvatskih hotela s četiri i pet zvjezdica. Kao instrument istraživanja koristio se anketni upitnik. Primarni su se podatci prikupljali od top i srednje razine hotelskog menadžmenta. Analiziranjem rezultata utvrđen je visok stupanj važnosti i potrebe za strateškim dimenzijama poslovne izvrsnosti u hotelijerstvu. Utvrđen je utjecaj seta dimenzija poslovne izvrsnosti na zadovoljstvo gostiju hotela i hotelsku ponudu. Teorijske i istraživačke odrednice poslovne izvrsnosti u hotelijerstvu čine temelj za buduće istraživačke radove.The concept of business excellence is not sufficiently researched in the field of hotel management. Present sources and researches point to the need to incorporate the key dimensions of business excellence. Seven approaches which form a system and lead to business excellence are defined in this paper. The empirical research was conducted on the sample of four-and five-star Croatian hotels. Questionnaire was used as a research instrument. Primary data were collected from the top and mid-level hotel management. Result analysis shows high degree of importance and need for strategic dimensions of business excellence in the hospitality sector. Impact of a set of dimensions of business excellence on hotel guest satisfaction and hotel offer was researched. The theoretical and research determinants of business excellence in hospitality form the foundation for the future research