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The mediating effect of environmental policy on the relationship between satisfaction and loyalty in the hotel industry

Author

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  • Dimitiradis, Efstathios D.
  • Kamenidou, Irene
  • Mamalis, Spyridon
  • Bara, Evangelia - Zoi

Abstract

Customer satisfaction and loyalty, according to the literature, are influenced by many factors such as perceived value, corporate image, perceived quality, trust, communication etc. This study investigates the mediating effect of environmental policy in the relationship between satisfaction and loyalty. For this purpose, empirical research on Greek hotels’ customers, with the use of a structured questionnaire, was conducted. In data analysis, the S.P.S.S 20 and LISREL software were used. The results indicate that the degree of perceived, by customers, environmental policy is not related to satisfaction, and moreover to their loyalty towards the hotel.

Suggested Citation

  • Dimitiradis, Efstathios D. & Kamenidou, Irene & Mamalis, Spyridon & Bara, Evangelia - Zoi, 2018. "The mediating effect of environmental policy on the relationship between satisfaction and loyalty in the hotel industry," MPRA Paper 99409, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:99409
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    References listed on IDEAS

    as
    1. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2017. "Delegate satisfaction from conference service quality and its impact on future behavioural intentions," EconStor Conference Papers 215864, ZBW - Leibniz Information Centre for Economics.
    2. Gary Howat & Guy Assaker, 2013. "The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia," Sport Management Review, Taylor & Francis Journals, vol. 16(3), pages 268-284, July.
    3. Fraj, Elena & Matute, Jorge & Melero, Iguácel, 2015. "Environmental strategies and organizational competitiveness in the hotel industry: The role of learning and innovation as determinants of environmental success," Tourism Management, Elsevier, vol. 46(C), pages 30-42.
    4. Madhu Khanna & Cameron Speir, 2013. "Motivations for Proactive Environmental Management," Sustainability, MDPI, vol. 5(6), pages 1-29, June.
    5. Roxana STEGEREAN & AnamariaPETRE & Alexandru CHIS, 2014. "Environmental Strategy And Hotel Competitiveness-Evidence From Bra?Ov County," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 8(1), pages 590-597, November.
    6. Dermetzopoulos, Athanasios & Bonarou, Christina & Christou, Evangelos, 2009. "Military Service, Destination Image and Repeat Visitation on a Greek Border Island," MPRA Paper 25354, University Library of Munich, Germany, revised 25 Aug 2009.
    7. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2017. "Delegate satisfaction from conference service quality and its impact on future behavioural intentions," MPRA Paper 93933, University Library of Munich, Germany.
    8. Mohamed, S.T, 2001. "The impact of ISO 14000 on developing world businesses," Renewable Energy, Elsevier, vol. 23(3), pages 579-584.
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    More about this item

    Keywords

    Environmental Policy; Hotel industry; Satisfaction; Loyalty; Tourism marketing management;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Q56 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics - - - Environment and Development; Environment and Trade; Sustainability; Environmental Accounts and Accounting; Environmental Equity; Population Growth

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