Purpose of the paper: The study tests whether guests’ perceptions of the environmental policies put in place by the hotel influences guests’ evaluation of their overall experience. Methodology: The empirical analysis uses a dataset of 52,764 reviews from a hotel chain’s internal platform, which specifically requests for a guest evaluation of the environmental policies. The sample includes data from 105 European hotels in 2017-2018. A semantic content analysis of almost 100,000 observations from the chain’s internal platform and from open peer-to-peer platforms complements the quantitative study. Findings: Findings suggest that hotel guests, when evaluating the overall experience, do not take their own evaluation on the environmental policy into account.

Last AND least: when hotel guests do not care about environmental policies

Rebecca Pera;
2020-01-01

Abstract

Purpose of the paper: The study tests whether guests’ perceptions of the environmental policies put in place by the hotel influences guests’ evaluation of their overall experience. Methodology: The empirical analysis uses a dataset of 52,764 reviews from a hotel chain’s internal platform, which specifically requests for a guest evaluation of the environmental policies. The sample includes data from 105 European hotels in 2017-2018. A semantic content analysis of almost 100,000 observations from the chain’s internal platform and from open peer-to-peer platforms complements the quantitative study. Findings: Findings suggest that hotel guests, when evaluating the overall experience, do not take their own evaluation on the environmental policy into account.
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Environmental policies; consumer experience; mixed-method analysis; hospitality industry
Graziano Abrate, Rebecca Pera, Sarah Quinton
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2318/1805263
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