From sustainability to customer loyalty: A case of full service hotels' guests

被引：91

作者：

Chen, Rachel J. C. ^{[1
]}

机构：

[1] Univ Tennessee, Retail Hospitality & Tourism Management, Knoxville, TN 37996 USA

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2015年 / 22卷

关键词：

Ecofriendly practices; Innovation; Customer experiences;

D O I：

10.1016/j.jretconser.2014.08.007

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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. Published by Elsevier Ltd.

引用

页码：261 / 265

页数：5

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