Influence of sustainable hospitality supply chain management on customers’ attitudes and behaviors |
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| Institution: | 1. Department of Management, Operations and Marketing, College of Business Administration, California State University, Stanislaus, Turlock, CA 95382, United States;2. School of Hospitality Business Management, College of Business, Washington State University, Pullman, WA, USA;3. School of Tourism and Hospitality, University of Johannesburg, Johannesburg, South Africa;1. School of Hospitality Management, The Pennsylvania State University, 122 Mateer Building, University Park, PA 16802, United States;2. School of Hospitality Management, The Pennsylvania State University, 224 Mateer Building, University Park, PA 16802, United States;1. UQ Business School, The University of Queensland, Colin Clark, 39 Blair Dr, St Lucia, QLD, 4067, Australia;2. School of Hospitality and Tourism Management, University of Surrey, Guildford, Surrey, GU2 7XH, UK;1. Universidad Autónoma de Madrid, Faculty of Economics and Business Administration, Business Organization Department, Madrid, Spain;2. Universidad Técnica Federico Santa María, Departamento de Industrias, Valparaiso, Chile |
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| Abstract: | This study aims to identify the impact of the environmental, social and economic dimensions of sustainable hospitality supply chain management actions on customers’ attitudes and behaviors including satisfaction, loyalty and willingness to pay a premium for sustainable hospitality goods and services utilizing data collected from U.S. consumers who frequently stay at hotels. Findings suggest that while both environmental and economic dimensions’ actions of sustainable hospitality supply chain management have positive influences on customer satisfaction, loyalty and willingness to pay a premium for sustainable hospitality goods and services, the social dimension actions are found to have a positive influence on customer satisfaction and a negative influence on customer willingness to pay a premium. Results also indicate that customer satisfaction fully mediates the relationship between social dimension actions and customer loyalty. In addition, customer satisfaction positively influences customer loyalty, which ultimately increases customer willingness to pay a premium. The implications of the research findings are provided. |
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| Keywords: | Sustainability Hospitality supply chain management Customer Satisfaction Loyalty Willingness to pay a premium |
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