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PurposeThis paper aims to examine how “green” attributes contribute to hotel customers' overall satisfaction.Design/methodology/approachA qualitative study helped generate a list of the attributes that contribute to overall satisfaction with hotel services. Then a Tetraclasse model, which highlights the four‐fold nature of this contribution, was used. Two hypotheses are posed. First, attributes of hotel service can be divided into four different types according to the way in which they contribute to forming satisfaction. Second, in terms of how they contribute to forming satisfaction, environmental protection initiatives can be considered “plus” attributes.FindingsThe first hypothesis is rejected. For the second hypothesis, the results show that the environmental attributes were evaluated as “basic”, which means they were seen as an integral part of the service offer, rather than as differentiating criteria.Research limitations/implicationsThe study was based on a relatively restricted sample. Further research is needed to improve the external validity of the research.Practical implicationsIt is necessary to maintain a high level of performance for “green” attributes. Moreover, it would be preferable not to inform customers about environmental initiatives in order to limit the risk of being unfavorably evaluated on these attributes. It would seem worthwhile for a company to invest in service attributes that are respectful of the environment, even if they do not promote these attributes directly to the customer. Pro‐environment initiatives may also be introduced for economic reasons.Originality/valueThe paper makes use of the Tetraclasse model methodology.

Socially responsible consumption (SRC) behaviours have progressed over the last few years and appear to show signs of a lasting trend. Situations of atypical consumption such as Christmas time, however, raise an important and as of yet unexplored question: What are the influences of unusual situations upon the relationship between people's socially responsible profile and their socially responsible purchase intentions (SRPI)? The objective of this article is thus to use the theory of planned behaviour (Ajzen, 1991) and environment-based variables, called 'atmospherics', to answer to this question. A Web survey on a total sample of 301 Canadian consumers, shows that people's past SRC behaviours are positively related to their SRPI in unusual situations. Moreover, the atmosphere of the place consumers are situated in has a negative moderating influence upon this relationship. This result is explained by a change in people's attitude toward SRC. However, this negative moderating effect of atmosphere is contained and constrained by social desirability in the form of subjective norms on SRC and the level of behavioural control consumers perceive. K E Y W O R D S consumer behaviour, socially responsible consumption, theory of planned behaviour

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International audienceThis article aims to measure the influence of two environmental strategies: “concerned citizen” and “proactive” strategies on firms’ performance. A two-step data envelopment analysis (DEA) procedure is therefore used on a sample of 38 French ski resorts. First, the DEA method is used to evaluate ski resorts’ operational performance. Second, the impact of environmental strategies on their performance is analyzed via a bootstrapped truncated regression model. Contrary to findings of current studies, these results show that a “proactive” environmental strategy is not more positively correlated with firms’ performance than a “concerned citizen” strategy. The research highlights an inflection point on the correlation between environmental strategy and organization’s performance. By clarifying which green initiatives lead to performance improvements, this study helps managers defining their most advantageous environmental investments

International audienceCette étude vise à comparer les perceptions qu’ont les Français du tourisme durable (TD) et leur bien-fondé par rapport à sa définition institutionnelle. Les résultats obtenus, sur la base d’un échantillon de 630 répondants, montrent une compréhension des trois dimensions du TD : respect de l’environnement, maximisation des retours économiques aux acteurs locaux, respect socioculturel des populations d’accueil. Certains décalages avec la définition sont cependant mis au jour comme par exemple une envie importante de contact avec la nature et d’immersion au sein des populations visitées. Une analyse par le logiciel Alceste montre de plus que les représentations du TD se structurent autour de quatre idées : (a) actions visant à respecter les « valeurs durables », (b) vacances de « nature » en France, (c) recours à des transports « propres », et (d) séjours lointains en immersion. Des leviers de diffusion du TD et de des recommandations aux professionnels du secteur touristique sont ensuite proposés

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