The influence of recent hotel amenities and green practices on guests’ price premium and revisit intention

Abstract

This study examines the influence of hotels' green practices, recent amenities, and traditionally salient attributes on customers' overall online evaluation, revisit intention and hotel performance. The researchers acquired data from more than one hundred US hotels located across different states with the assistance of an international hotel chain. In order to demonstrate the incremental information content of recently-adopted hotel amenities and levels of green initiatives, the study compared two extended models with the basic model, which incorporates only salient attributes such as cleanliness, location, room, service and value. MethodsResearchers conducted focus-group interviews through video and telephone conferences with a total of eight managers. We controlled work experience and age in order to select the proper focus group members. They represented different functional departments: rooms, marketing, food and beverage, human resources, and engineering. ResultsThe findings indicate that the availability of recently-added amenities such as free Wi-Fi, pet boarding, free self-parking, multilingual staff, and airport transportation, as well as green practice initiatives, have a strong, incremental predictive power in explaining guests' overall online review ratings, price premium and revisit intention. ConclusionThis study confirmed the incremental predictive power of recent emerging attributes and green practices on guests' overall attitudes and their willingness to pay a price premium. Thus, traditional salient hotel attributes, for example, service, location, value for money, and room cannot fully meet guests' demanding expectations. This study's results corroborate the findings of Ottenbacher and Gnoth (2005) that hotels relying on the investment in these basic tangible or intangible facilities or services will not be any more successful.

Investigating Sustainable Practices in Hotel Industry-from Employees’ Perspective: Evidence from a Mediterranean Island

“…Our assertion is that employees are not in a position to force hotels to go green; however, the consumers/tourists/guests (i.e., these terms have been used interchangeably in tourism literature as they consume tourism product) [73][74][75][76][77] (just to name a few), can force the hotels to go green, otherwise they will not patronize those hotels that are not practicing sustainability [45,55,78].…”

Sustainable Tourism: The Moderating Effect of Tourists’ Educational Background in the Relationship Between Green Practices and Customer Satisfaction

“…Environmental management is a broad term, covering issues such as environmental impact (aesthetic, cultural, ecological and social), sustainability, resource management and pollution [24]. Meanwhile, environmental management practices are important elements in an environmental management system, used to reduce the impact caused by an organisation onto the environment and make the operations more sustainable [25,26] while also increasing the number of environmental pro-active customer [27]. Additionally, green initiatives through green image, energy and resource management is believed to be able to give benefit to the hotel industry [28].…”

“…This paper puts forth customer satisfaction and customer loyalty as the consequence of environmental management practices and green image. There has been much research from many various fields that explored and investigated customer satisfaction and customer loyalty, but there is still limited research focusing on green and environmental issues [27,48], especially in Malaysia. Furthermore, there is paucity in research conducted on environmental management practices in hotel organisations [14,26,16,31] that influence customer satisfaction [23,49] and hotel guests' attitudes [50].…”

Online Ratings of Hotels in Tirana and Durrës, Albania: An Econometric Analysis

“…The competition between tourist destinations is affected by the quality offered by hotels in the region, and for this reason, to add value to the hotel and to the region is necessary to provide quality services and to pay attention to the customer needs and customer satisfaction [26]. The study of [27] indicated that the availability of recently-added amenities and green practice initiatives, have a positive influence on customers' overall ratings and hotel performance. Also, [28] found that green practices were positively related to guest satisfaction and return intentions.…”