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Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction

Author

Listed:
  • Michele Preziosi

    (Energy Efficiency Department, ENEA (Italian National Agency for New Technologies, Energy and Sustainable Economic Development), Lungotevere Thaon di Revel 76, 00196 Roma, Italy)

  • Alessia Acampora

    (Department of Business Studies, Roma Tre University, Via Silvio D’Amico 77, 00145 Roma, Italy)

  • Maria Claudia Lucchetti

    (Department of Business Studies, Roma Tre University, Via Silvio D’Amico 77, 00145 Roma, Italy)

  • Roberto Merli

    (Department of Business Studies, Roma Tre University, Via Silvio D’Amico 77, 00145 Roma, Italy)

Abstract

Tourism has a key role in the global economy, and it is a significant contributor to environmental degradation and climate change. Concurrently, it is one of the most exposed businesses to the deterioration of environmental quality. Inside the tourism sector, the hospitality industry accounts for nearly 30% of emissions and in recent years has begun to introduce voluntary tools to manage the environmental impacts of its operations. Among these instruments, ecolabels ensure compliance with specific environmental performance criteria and reliable communication. In Italy, Legambiente Turismo is the most widespread tourism ecolabel that awards over 300 hotels. Previous investigations have shown that firms implementing environmental sustainability practices may gain economic advantages in terms of savings thanks to increased efficiency and reduced waste. At the same time, when evaluating firms’ performance, it is relevant to explore how customers perceive the actions implemented by the accommodation industry to minimize the environmental impact of its activities. Through a survey addressed to the customers of an eco-labeled hotel, this paper investigates if green practices form a specific dimension of service quality and if these green practices are considered by hotel guests as excitement factors among hotel service quality attributes. Results show that customers identify environmental practices as a specific dimension of eco-labeled hotels. Moreover, applying the three-factors theory of customer satisfaction, findings identify hotel green practices as delighting guests if properly delivered and communicated. Findings have significant implications both from a theoretical and managerial viewpoint, as they show that customers positively recognize the hotel’s commitment toward the natural environment, representing a significant differentiation strategy on the market.

Suggested Citation

  • Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:6:p:3575-:d:774065
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    2. Olaleke Oluseye Ogunnaike & Solomon Agada Agada & Ogheneochuko Salome Ighomereho & Taiye Tairat Borishade, 2022. "Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction," Sustainability, MDPI, vol. 14(14), pages 1-17, July.
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    4. Wen Tu Zhang & Il Young Choi & Yun Joo Hyun & Jae Kyeong Kim, 2022. "Hotel Service Analysis by Penalty-Reward Contrast Technique for Online Review Data," Sustainability, MDPI, vol. 14(12), pages 1-14, June.

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