From sustainability to customer loyalty: A case of full service hotels’ guests |
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| Institution: | 1. Geography Department, Faculty of Arts, University of Jordan, Amman 11942 Jordan;2. Department of Parks, Recreation, and Tourism Management, Clemson University, USA;3. Department of Psychology, Clemson University, USA;1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, Tsim Sha Tsui East, Kowloon, Hong Kong;2. School of Business, Sun Yat-sen University, No.135, Xin Gang Xi Road, Guangzhou, China;3. William F. Harrah College of Hotel Administration, University of Nevada at Las Vegas, 4505 Maryland Parkway, Box 456021, Las Vegas, NV 89154-6021, United States;4. Department of Hospitality Management, Taiwan Shoufu University, No.168, Nanshi Li, Madou District, Tainan City, Taiwan;1. Department of Nutrition, Dietetics, & Hospitality Management, Auburn University, Auburn, AL 36849, USA;2. The Lester E. Kabacoff School of Hotel, Restaurant and Tourism Administration, University of New Orleans, New Orleans, LA 70148, USA;3. Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, Houston, TX 77204, USA;1. International Center for Hospitality Research & Development, Dedman School of Hospitality, Florida State University, 288 Champions Way, UCB 4117, P.O. Box 3062541, Tallahassee, FL 32306, USA;2. Graduate School of Tourism Management, National Institute of Development Administration, 118 Moo 3, Sereethai Road, Klong-Chan, Bangkapi, Bangkok 10240, Thailand |
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| Abstract: | More hotels adopt ecofriendly practices and implement innovative technologies to reduce carbon footprints and increase a viable green image. Many hotel guests value hotels that offer up-to-date technology and demonstrate sustainability efforts through various sustainable programs. Previous studies investigated how ecofriendly practices would induce higher customer loyalty and increase the image of a hotel brand in the past decade and reported the benefits of implementing green efforts in hotels. This study, which included distributing surveys to over 1200 existing hotel guests in 2013–2014 in the southeastern United States, examined how technologies, innovations, and sustainable-effort-related factors have an impact on customer perceptions, selection decisions, experience, and post-experience. |
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| Keywords: | Ecofriendly practices Innovation Customer experiences |
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