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

Author

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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)

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).

Suggested Citation

  • Miguel Ángel Moliner & Diego Monferrer & Marta Estrada & Rosa M. Rodríguez, 2019. "Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:19:p:5279-:d:270682
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    References listed on IDEAS

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    Cited by:

    1. Virginica Rusu & Cristian Rusu & Nicolás Matus & Federico Botella, 2023. "Tourist Experience Challenges: A Holistic Approach," Sustainability, MDPI, vol. 15(17), pages 1-32, August.
    2. Umut Ünal & Rıfgı Buğra Bağcı & Mertcan Taşçıoğlu, 2024. "The perfect combination to win the competition: Bringing sustainability and customer experience together," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 4806-4824, July.
    3. Taeyoung Cho & Taesoo Cho & Hao Zhang, 2021. "The Effect of IMC of Golf Product Exhibitions on Customer Behavior and Recommendation Intention," Tourism and Hospitality, MDPI, vol. 2(3), pages 1-14, July.
    4. Miguel Ángel Moliner-Tena & Diego Monferrer-Tirado & Juan Bautista Ferreres-Bonfill & Rosa M. Rodríguez-Artola, 2021. "Destination Sustainability and Memorable Tourism Experiences," Sustainability, MDPI, vol. 13(21), pages 1-12, October.
    5. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    6. Arthur Filipe de Araújo & Maria Isabel Andrés Marques & Maria Teresa Ribeiro Candeias & Armando Luís Vieira, 2022. "Willingness to Pay for Sustainable Destinations: A Structural Approach," Sustainability, MDPI, vol. 14(5), pages 1-18, February.
    7. Shahida Kanwel & Zhou Lingqiang & Muhammad Asif & Jinsoo Hwang & Abid Hussain & Arif Jameel, 2019. "The Influence of Destination Image on Tourist Loyalty and Intention to Visit: Testing a Multiple Mediation Approach," Sustainability, MDPI, vol. 11(22), pages 1-19, November.
    8. Ahmed Hassan Abdou & Thowayeb Hassan Hassan & Mohammed Moustafa El Dief, 2020. "A Description of Green Hotel Practices and Their Role in Achieving Sustainable Development," Sustainability, MDPI, vol. 12(22), pages 1-20, November.
    9. Miguel Ángel Moliner‐Tena & Diego Monferrer‐Tirado & Marta Estrada‐Guillén & Lidia Vidal‐Meliá, 2023. "Sustainable service ecosystems from the transformative value perspective: A study in tourism destinations," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(1), pages 342-357, January.

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