Details

Autor(en) / Beteiligte

• Moliner, Miguel Ángel
• Monferrer, Diego
• Estrada, Marta
• Rodríguez, Rosa M.

Titel

Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation

Ist Teil von

• Sustainability, 2019-10, Vol.11 (19), p.5279

Ort / Verlag

Basel: MDPI AG

Erscheinungsjahr

2019

Link zum Volltext

Quelle

EZB Electronic Journals Library

Beschreibungen/Notizen

• Academic research on sustainability in the hospitality industry is scarce and fragmented, and requires a general structure to lend coherence to its approach. There is a need for empirical research to fathom the question of environmental sustainability and customer experience in the hospitality industry and to study the interaction between the two concepts. This paper aims to close these gaps by establishing the nature of the relationship between customers’ perceptions of the environmental practices in tourism accommodation and their customer experiences and levels of satisfaction. The working hypotheses, based on a review of the literature on environmental sustainability and customer experience in the hospitality industry, are tested in an empirical study of 412 Spanish customers who stayed in various types of tourist accommodation. The main conclusion is that the relationship between environmental sustainability and customer experience in the hospitality industry can be demonstrated. This paper also validates a measurement scale based on the most accepted dimensionality of the construct: cognitive (think), affective (feel), behavioral (act), sensory (sense) and social (relate).