Hotels’ sustainability practices and guests’ familiarity, attitudes and behaviours

Bibliographic Data

ID21603825
AuthorsHossein Olya (0000-0002-0360-0744, Sheffield University Management School, Sheffield, UK, corresponding author), Levent Altinay (0000-0003-4689-1032, Strategy and Entrepreneurship, Oxford Brookes Business School, Oxford Brookes University, Headington Campus, Oxford, UK), Levent Altınay (0000-0002-7293-9362, Oxford Brookes University), Anna Farmaki (0000-0002-9996-5632, Cyprus University of Technology), Ainur Kenebayeva (0000-0002-9222-4364, University of International Business), Dogan Gursoy (0000-0002-3602-9433, Washington State University)
Year2021
Volume29
Issue7
Pages1063-1081
Publication date2021-07-03
Peer ReviewedYes
Open AccessNo
TypeARTICLE
VenueJournal of Sustainable Tourism (JOURNAL)
Journal identifiersISSN: 0966-9582 • E-ISSN: 1747-7646
PublisherInforma UK Limited (PUBLISHER • GB)
DOI10.1080/09669582.2020.1775622
OpenAlexW3035153298
LanguageEN
Citations received15
References cited102

This study investigates the effects of hotel’s sustainability practices in three areas of sustainability and familiarity with those practices on hotel guest satisfaction and loyalty in the Kazakhstan hotel industry. Using a structural equation modelling (SEM) and fuzzy-set Qualitative Comparative Analysis (fsQCA), findings reveal that social and environmental dimensions play positive roles on guests’ satisfaction and loyalty while the economic dimension and familiarity are not significantly related to guest loyalty, although they are likely to improve guest satisfaction. Furthermore, results of the analysis of the necessary conditions to achieve the expected model outcomes indicate that all three sustainability dimensions are necessary for sustainability efforts to have the most positive effect on guest satisfaction and loyalty. Results also indicate that although familiarity alone is insufficient, its combination with the social dimension increases guest satisfaction and loyalty. Findings provide theoretical and practical insights into sustainability practices in the hotel industry

Business · Corporate social responsibility · Hospitality industry · Loyalty · Political science · Public relations · Qualitative comparative analysis · Structural equation modeling · Sustainability · Tourism · Computer Science · Consumer Behavior in Brand Consumption and Identification · Corporate Social Responsibility Reporting · Environmental Sustainability in Business · Psychology · Marketing

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