Quality Costs Measurement and Management: The Case of Hotel Companies in the Republic of Serbia

Marko Milašinović, Dejan Jovanović and Mirjana Todorović

Eastern European Economics, 2026, vol. 64, issue 1, 159-175

Abstract: The main aim of this paper is to identify and analyze the quality cost (QC) measurement and management system in hotel companies in Serbia. More precisely, the focus is on the motives for the implementation of ISO 9001 standard, as well as the motives, benefits, and barriers of measuring and reporting on QC. Results show that the largest numbers of categorized hotels do not measure and report on QC. The main barriers to measuring and reporting on QC are lack of knowledge and experience. Results show that measuring and reporting on QC has the greatest impact on a drop in guest complaints.

Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:mes:eaeuec:v:64:y:2026:i:1:p:159-175

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DOI: 10.1080/00128775.2024.2378782

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