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

Miguel Ángel Moliner, Diego Monferrer, Marta Estrada and Rosa M. Rodríguez
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Miguel Ángel Moliner: Department of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, Spain
Diego Monferrer: Department of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, Spain
Marta Estrada: Department of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, Spain
Rosa M. Rodríguez: Department of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, Spain

Sustainability, 2019, vol. 11, issue 19, 1-15

Abstract: 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).

Keywords: tourist experience; environmental sustainability; tourist satisfaction; hospitality industry (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:11:y:2019:i:19:p:5279-:d:270682

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