期刊
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
卷 31, 期 3, 页码 1012-1020出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2011.12.007
关键词
Ecological expectations; Hotel service quality; Eco-component; Wellness hotels; Eco-label
Growing acknowledgement of the need to achieve more sustainable forms of development has resulted in environmentally conscious tourists who have indicated a dissatisfaction with existing hotel service quality. The objective of this study was to investigate tourists' ecological expectations referring to the quality of spas and wellness hotel services in order to develop and test a scale for measuring the 'eco-component,' a new component of hotel service quality. The findings revealed four dimensions of the eco-component: hotel staff's eco-behaviour; environmentally friendly and healthy equipment; efficient use of energy and water; and bio-food. Tourists also demonstrated a hierarchy of eco-dimensions, with the most important being hotel staff's eco-behaviour and the least important being bio-food. Tourists' expectations about the level of eco-dimensions differ significantly with respect to their income, nationality, and the hotel certification. However, no significant difference emerged in their expectations due to different educational levels. (C) 2011 Elsevier Ltd. All rights reserved.
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