Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation
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 indus...
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Online Access: | https://www.mdpi.com/2071-1050/11/19/5279 |
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doaj-9893e93ae18d46008ad83d060f2a3e032020-11-25T00:11:42ZengMDPI AGSustainability2071-10502019-09-011119527910.3390/su11195279su11195279Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist AccommodationMiguel Ángel Moliner0Diego Monferrer1Marta Estrada2Rosa M. Rodríguez3Department of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, SpainDepartment of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, SpainDepartment of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, SpainDepartment of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, SpainAcademic 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).https://www.mdpi.com/2071-1050/11/19/5279tourist experienceenvironmental sustainabilitytourist satisfactionhospitality industry |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Miguel Ángel Moliner Diego Monferrer Marta Estrada Rosa M. Rodríguez |
spellingShingle |
Miguel Ángel Moliner Diego Monferrer Marta Estrada Rosa M. Rodríguez Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation Sustainability tourist experience environmental sustainability tourist satisfaction hospitality industry |
author_facet |
Miguel Ángel Moliner Diego Monferrer Marta Estrada Rosa M. Rodríguez |
author_sort |
Miguel Ángel Moliner |
title |
Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation |
title_short |
Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation |
title_full |
Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation |
title_fullStr |
Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation |
title_full_unstemmed |
Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation |
title_sort |
environmental sustainability and the hospitality customer experience: a study in tourist accommodation |
publisher |
MDPI AG |
series |
Sustainability |
issn |
2071-1050 |
publishDate |
2019-09-01 |
description |
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). |
topic |
tourist experience environmental sustainability tourist satisfaction hospitality industry |
url |
https://www.mdpi.com/2071-1050/11/19/5279 |
work_keys_str_mv |
AT miguelangelmoliner environmentalsustainabilityandthehospitalitycustomerexperienceastudyintouristaccommodation AT diegomonferrer environmentalsustainabilityandthehospitalitycustomerexperienceastudyintouristaccommodation AT martaestrada environmentalsustainabilityandthehospitalitycustomerexperienceastudyintouristaccommodation AT rosamrodriguez environmentalsustainabilityandthehospitalitycustomerexperienceastudyintouristaccommodation |
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