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Article

Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation

Department of Business Administration and Marketing. Jaume I University, 12071 Castellón de la Plana, Spain
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Sustainability 2019, 11(19), 5279; https://doi.org/10.3390/su11195279
Received: 3 September 2019 / Revised: 23 September 2019 / Accepted: 23 September 2019 / Published: 25 September 2019
(This article belongs to the Special Issue Co-creation of Sustainable Tourism Experiences)
Academic research on sustainability in the hospitality industry is scarce and fragmented, and requires a general structure to lend coherence to its approach. There is a need for empirical research to fathom the question of environmental sustainability and customer experience in the hospitality industry and to study the interaction between the two concepts. This paper aims to close these gaps by establishing the nature of the relationship between customers’ perceptions of the environmental practices in tourism accommodation and their customer experiences and levels of satisfaction. The working hypotheses, based on a review of the literature on environmental sustainability and customer experience in the hospitality industry, are tested in an empirical study of 412 Spanish customers who stayed in various types of tourist accommodation. The main conclusion is that the relationship between environmental sustainability and customer experience in the hospitality industry can be demonstrated. This paper also validates a measurement scale based on the most accepted dimensionality of the construct: cognitive (think), affective (feel), behavioral (act), sensory (sense) and social (relate). View Full-Text
Keywords: tourist experience; environmental sustainability; tourist satisfaction; hospitality industry tourist experience; environmental sustainability; tourist satisfaction; hospitality industry
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MDPI and ACS Style

Moliner, M.Á.; Monferrer, D.; Estrada, M.; Rodríguez, R.M. Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation. Sustainability 2019, 11, 5279. https://doi.org/10.3390/su11195279

AMA Style

Moliner MÁ, Monferrer D, Estrada M, Rodríguez RM. Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation. Sustainability. 2019; 11(19):5279. https://doi.org/10.3390/su11195279

Chicago/Turabian Style

Moliner, Miguel Á., Diego Monferrer, Marta Estrada, and Rosa M. Rodríguez 2019. "Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation" Sustainability 11, no. 19: 5279. https://doi.org/10.3390/su11195279

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