GLRPPR: Sector Resources: Documents: Environmental Sustainability in the Hospitality Industry: Best Practices, Guest Participation, and Customer Satisfaction
 
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GLRPPR Sector Resource: Environmental Sustainability in the Hospitality Industry: Best Practices, Guest Participation, and Customer Satisfaction

Title:
Environmental Sustainability in the Hospitality Industry: Best Practices, Guest Participation, and Customer Satisfaction

Abstract:
Certain sustainability practices could be considered nearly universal in the lodging industry, based on a study of 100 resorts in the United States. Among the common green practices are water conserving fixtures and linen-reuse programs. A separate survey of 120,000 hotel customers finds that guests are generally willing to participate in sustainability programs, but the presence of green operations still do not override considerations of price and convenience in selecting a hotel. Additionally, the study finds an increased willingness to participate when hotels offer incentives, such as loyalty program points, for participating in environmental programs. Although the link between environmentally sustainable programs and improved customer satisfaction is weak compared to standard drivers like facilities, room, and food and beverage quality, hotels are increasingly expected to maintain sustainability programs as a regular feature of their business. At the same time, the study did find that environmental sustainability programs do not diminish guest satisfaction. Consequently, the decision regarding which programs to implement should rest on cost-benefit analysis and other operating considerations. Free registration required to download the publication.

URL:
https://www.hotelschool.cornell.edu/research/chr/pubs/reports/abstract-18593.html

Source:
Cornell University Center for Hospitality Research

Resource Type:
Article/report

Date of Publication:
March 2015

Associated Sectors:

GLRPPR is a member of the Pollution Prevention Resource Exchange, a national network of regional information centers: NEWMOA (Northeast), WRRC (Southeast), GLRPPR (Great Lakes), ZeroWasteNet (Southwest), P2RIC (Plains), Peaks to Prairies (Mountain), WSPPN (Pacific Southwest), PPRC (Northwest).

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