Journal
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
Volume 78, Issue -, Pages 59-67Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2018.11.016
Keywords
Environmental practices; Green hotels; Online reviews; Guest's perceptions; TripAdvisor
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Despite hotels' managers spend substantial time and money on environmental initiatives; they are not sure whether their guests perceive their green efforts appropriately. The purpose of this study is to analyze guests' perceptions of hotels' environmental practices expressed through social media. Main results suggest that even though customers perceive green efforts regarding six items: Energy, Water, Purchasing, Waste, Site and Education & Innovation, they do not discern hotels' level of environmental commitment. Moreover, guests' perceptions of hotel efforts in environmentally friendly practices do not significantly differ by the mode of travel nor by the reviewer's experience in travel platforms. A relevant implication is that the communication about environmentally friendly practices needs to be redesigned and intensified by hotel managers in order to take advantage of these efforts.
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