What matters most? A sustainable or a conventional hotel experience? The interaction effect on guest satisfaction: A mixed-methods approach

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-11-12 DOI:10.1016/j.ijhm.2024.103988

Zhenzhong Zhao , Mingming Cheng , Kangjuan Lv , Li Huang

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Abstract

This study examined the interaction effect of sustainable and conventional hotel experience on satisfaction in sustainable hotels. Using a hierarchical linear model, Study 1 analysed 60,725 Tripadvisor review comments from the ten highest-rated sustainable hotels in the USA, and Study 2 conducted a ‘2 × 2’ online experiment. Results empirically confirmed the positive impact of sustainable and conventional hotel experiences on satisfaction. They also demonstrated that how the sustainable and conventional hotel experiences interact can result in varying satisfaction levels. Specifically, a rank order in generating satisfaction was identified, with guests being more satisfied with highly sustainable, low conventional experiences than with low sustainable, high conventional ones. This study contributes to sustainable tourism literature by theoretically and empirically testing how and why the interaction effects on satisfaction occur in sustainable hotels. It provides practical implications for hotels on how to increase satisfaction by strategically integrating sustainable practices with conventional services.

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什么最重要？可持续发展的酒店体验还是传统的酒店体验？客人满意度的互动效应：混合方法

本研究探讨了可持续酒店体验与传统酒店体验对可持续酒店满意度的交互影响。研究 1 采用分层线性模型，分析了美国评级最高的十家可持续酒店的 60725 条 Tripadvisor 评论意见，研究 2 则进行了 "2 × 2 "在线实验。结果从经验上证实了可持续和传统酒店体验对满意度的积极影响。研究结果还表明，可持续酒店体验和传统酒店体验之间的相互作用会导致不同的满意度水平。具体来说，研究发现了产生满意度的等级顺序，客人对可持续程度高、常规程度低的体验的满意度要高于可持续程度低、常规程度高的体验。本研究从理论和实证角度检验了可持续酒店如何以及为何会产生满意度互动效应，为可持续旅游文献做出了贡献。它为酒店如何通过战略性地将可持续实践与传统服务相结合来提高满意度提供了实际启示。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.