•  
  •  
 

University of South Florida M3 Center Publishing

Abstract

The hospitality industry is a significant contributor to environment degradation and over the last years has started to implement voluntary instruments to manage environmental sustainability of its operations. The main goal of this research is to examine guest perception of these practices with respect to other hotel service quality attributes. The first objective is to identify the existence of a specific environmental dimension among hotel service quality dimensions. Taking as baseline for the analysis the three-factor theory of customer satisfaction, the second objective of the study is to evaluate if green attributes are considered by guest as basic, performance, or excitement attributes. As these attributes are not generally recognized as essential in the provision of hotel service, our hypothesis is that they may be perceived by guest as excitement factors. If the hypothesis is confirmed, when these attributes are delivered properly, they surprise and generate delight. Through a survey, targeted to hotel customers, the paper investigates how they evaluate green attributes implemented by hotels awarded with an Eco-label. Results show that customers identify environmental practices as specific dimension of eco-label hotel. Additionally, the analysis shows that most of environmental practices implemented by hotel are identified by customers as excitement factors.

DOI

https://www.doi.org/10.5038/9781955833035

Recommended Citation

Preziosi, M., Acampora, A., Merli, R., & Lucchetti, M. C. (2021). Eco-label certification, hotel performance and customer satisfaction: Analysis of a case study and future developments. In C. Cobanoglu, & V. Della Corte (Eds.), Advances in global services and retail management (pp. 1–11). USF M3 Publishing. https://www.doi.org/10.5038/9781955833035

Creative Commons License

Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial 4.0 License

Share

COinS
 
 

To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.