Knowledge Agora

Title	From sustainability to customer loyalty: A case of full service hotels' guests
ID_Doc	31256
Authors	Chen, RJC
Title	From sustainability to customer loyalty: A case of full service hotels' guests
Year	2015
Published
Abstract	More hotels adopt ecofriendly practices and implement innovative technologies to reduce carbon footprints and increase a viable green image. Many hotel guests value hotels that offer up-to-date technology and demonstrate sustainability efforts through various sustainable programs. Previous studies investigated how ecofriendly practices would induce higher customer loyalty and increase the image of a hotel brand in the past decade and reported the benefits of implementing green efforts in hotels. This study, which included distributing surveys to over 1200 existing hotel guests in 2013-2014 in the southeastern United States, examined how technologies, innovations, and sustainable-effort-related factors have an impact on customer perceptions, selection decisions, experience, and post-experience. Published by Elsevier Ltd.
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