Does Environmental Initiatives Really Mater My Customers A Joint Analysis of Performance and Satisfaction Measurement in the Hotel Industry

Elisabeth Robinot ()
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Elisabeth Robinot: ESG UQAM Laboratory IREGE Montreal, Postal: CA

Journal of Advanced Research in Management, 2015, vol. 6, issue 1, 22-33

Abstract: This research note mobilizes Data Envelopment Analysis DEA method to build a bridge between consumer satisfactions evaluations of their experience and the economic performance in the hotel industry Moreover regarding the particularity of this industry in terms of environmental damages a focus on environmental initiatives is also integrated to the analysis By clarifying how green actions lead to performance improvements this study helps managers defining their most advantageous hotel strategies Moreover it enriches the literature by integrating a distinction between satisfaction and specific satisfaction impacts Results reveals that efficiency increases when the hotel adopt environmental initiatives Only one hotel on the sample experienced a perfect score in terms of performance and satisfaction All the transactional satisfaction criterions give a room to help managers identifying the improvement to do in their service delivery experience

Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:srs:jemt00:v:6:y:2015:i:1:p:22-33

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