Determinants of sustainable behavior of firms and the consequences for customer satisfaction in hospitality |
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| Affiliation: | 1. College of Hotel and Tourism Management, Kyung Hee University, 26, Kyungheedae-ro, Dongdaemun-gu, Seoul, 130-701, Republic of Korea;2. Department of Convention & Exhibition Management, Graduate School, Kyung Hee University, 26, Kyungheedae-ro, Dongdaemun-gu, Seoul, 130-701, Republic of Korea;1. Cecil B. Day School of Hospitality, J.Mack Robinson College of Business, Georgia State University, 35 Broad Street, Suite 217, Atlanta, GA 30303, USA;2. Soongsil Hospitality, Soongsil University, 369, Sangdo-Dong, Dongjak-Ku, Seoul, Republic of Korea;3. Department of Tourism, Recreation & Sport Management, University of Florida, P.O. Box 118208, Gainesville, FL 32611-8208, USA;1. National Kaohsiung University of Hospitality and Tourism, Department of Leisure and Recreation Management, Taiwan, ROC;2. National Kaohsiung University of Hospitality and Tourism, The Graduate Institute of Travel & Tourism Management, Taiwan, ROC;3. National Taiwan Normal University, Department of Geography, Taiwan, ROC;4. National Kaohsiung University of Hospitality and Tourism, Department of Hotel Management, Taiwan, ROC;1. Hospitality Management Program, Peter T. Paul College of Business and Economics, University of New Hampshire, Durham, NH 03824, United States;2. Department of Human and Consumer Sciences, Ohio University, 79 South Court Street, Athens, OH 45701, United States;3. Department of Human Sciences, The Ohio State University, 1787 Neil Avenue, Columbus, OH 43210, United States;4. Department of Marketing, Florida Atlantic University, 777 Glades Road, Boca Raton, FL 33431, United States;1. Roma Tre University, Department of Business Studies, Via Silvio D''Amico, 77, 00145, Roma, Italy;2. CENSE, Center for Environmental and Sustainability Research, NOVA School of Science and Technology, NOVA University Lisbon, Campus de Caparica, 2829-516, Caparica, Portugal;1. School of Economics and Finance, Queensland University of Technology, Brisbane, QLD, 4000, Australia;2. School of Business and Economics, Linnaeus University, Sweden & Thammasat Centre for Efficiency and Productivity Analysis, Thammasat University, Thailand |
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| Abstract: | The literature on determinants of firm sustainable behavior and its effects on firm performance is rich. However, there are still important questions that lack definitive conclusions. One revolves around factors mediating the link between organizational determinants and firm sustainable behavior, which may still be regarded as a black box. Another stresses the impact of sustainable behavior on customer satisfaction. Using a sample of survey data from 974 small and medium-sized German hotels and 62,766 independent reviews, this paper examines the links between innovativeness, managers’ sustainability attitudes and firm sustainable behavior while taking into account perceived advantages of sustainable behavior as a mediator. Furthermore, the relationship between sustainable behavior and customer satisfaction is examined. A model is proposed and tested using structural equation modeling. The results confirm innovativeness and sustainability attitudes as determinants of sustainable behavior and perceived advantage as a mediator. Sustainable behavior shows a positive relation to customer satisfaction. |
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| Keywords: | Sustainable behavior of hotels Customer satisfaction Structural equation modelling Manager attitudes Innovativeness Perceived advantages of sustainable behavior |
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