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The two sides of hotel green practices in customer experience: an integrated approach of the Kano model and business analytics.
- Source :
-
Journal of Travel & Tourism Marketing . Jun2024, Vol. 41 Issue 4, p659-671. 13p. - Publication Year :
- 2024
-
Abstract
- Sustainability has become a prominent goal in tourism and hospitality. While green practices can benefit the environment and society, they can also lead to customer dissatisfaction. Therefore, the current study aims to identify different hotel green practices and examine their impact on customer satisfaction and dissatisfaction. This study uses a mixed method of business analytics and regression analysis on a dataset of 813,791 online reviews of 450 hotels in New York City derived from TripAdvisor.com. The research findings guide hotel operators to build strategies for green practices while reducing customers' discomfort and improving the overall customer experience. [ABSTRACT FROM AUTHOR]
Details
- Language :
- English
- ISSN :
- 10548408
- Volume :
- 41
- Issue :
- 4
- Database :
- Academic Search Index
- Journal :
- Journal of Travel & Tourism Marketing
- Publication Type :
- Academic Journal
- Accession number :
- 176395713
- Full Text :
- https://doi.org/10.1080/10548408.2024.2333411