摘要：With the aim of achieving competitiveness of the Croatian economy, special attention needs to be given to factors which can influence the competitiveness of the hotel industry. This paper will focus on systems of quality and knowledge management. The link between knowledge and quality systems is directly manifested through one of the basic principles on which systems of quality management are based, namely investing into knowledge. In order to determine the level of application of quality systems in the Croatian hotel industry, as well as the influence of specific aspects on achieving the competitive edge of the Croatian hotel industry, including both quality and knowledge, two empirical studies have been carried out. The first research, together with analysing the application of quality systems in the Croatian hotel industry, aimed at determining whether there are differences between certified and uncertified enterprises form the point of view of measuring employee satisfaction and investing in their training and education. The second Research analysed which aspects have the highest influence on achieving competitiveness, according to the opinion of hotel managers. Results of the first research show that 39% of the 31 surveyed hotel enterprises apply quality systems in accordance to the international standard ISO 9001:2008. Certified Enterprises analyse the satisfaction of their employees to a higher degree than uncertified enterprises, and they also invest in training and education. The results obtained point to the need of introducing these activities to enterprises that do not have a certified quality system. By analysing various aspects which influence competitiveness, including quality and knowledge, it has become clear that knowledge, skills and abilities of employees have a considerable influence. Results point to the conclusion that knowledge and quality are a condition of achieving sustainable competitive edge of the Croatian hotel industry.
关键词：knowledge management; quality management; competitiveness; hotel industry; ISO 9001:2008
