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.
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
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