Role of Perceived Fit With Hotels’ Green Practices in the Formation of Customer Loyalty: Impact of Environmental Concerns
Role of Perceived Fit With Hotels’ Green Practices in the Formation of Customer Loyalty: Impact of Environmental Concerns
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感知与酒店绿色实践的契合度在客户忠诚度形成中的作用：环境问题的影响
DOI：
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发表时间：
2013
期刊：
影响因子：
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通讯作者：
Heesup Han
中科院分区：
文献类型：
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作者：
S. Ham;Heesup Han
随着饭店消费者对生态问题的日益关注，本研究旨在调查顾客对饭店核心业务与绿色实践的感知以及由此产生的购买相关忠诚度（即访问意图、接受价格溢价和推荐）。此外，本研究还探讨了环境因素对酒店绿色实践感知与忠诚度之间关系的调节作用。一项对游客使用酒店的调查显示，顾客对酒店的核心业务和绿色实践持积极态度，从而影响了顾客对酒店的购买意愿。这项研究在学术界是独一无二的，因为它通过考虑环境问题的影响，同时采用环境实践作为一个新兴的社会事业，这是越来越重要的社会调查适合理论的酒店业。这项研究是有益的，提供酒店管理者洞察酒店客户的决策过程中有关绿色的做法。
With the increasing concern for ecological issues among hotel customers, this study pursues an investigation of customers' perceptions of hotels' core business in association with green practices and the resulting purchase-related loyalty (i.e. intentions to visit, accept price premiums, and recommend). In addition, the study examines the moderating role of environmental concerns in the relationships among perceptions of hotels' green practices and loyalty components. A survey of tourists using hotels showed that customers related hotels' core businesses and green practices positively, which consequently affected customers' purchase intentions toward the hotels. This study is unique in academia in that it investigates the fit theory for the hospitality industry by considering the impact of environmental concerns, while employing environmental practices as an emerging social cause, which is, increasingly, important for the society. This study is beneficial by providing hotel managers with insight into hotel customers' decision-making processes regarding green practices.