The impact of green experience on customer satisfaction: evidence from TripAdvisor

Yixiu Yu, Xu Li, Tun Min (Catherine) Jai

Research output: Contribution to journalArticlepeer-review

38 Scopus citations

Abstract

Purpose: The purpose of this paper is to examine guests’ experiences at green hotels and the impact of green experience on customer satisfaction. Design/methodology/approach: A total of 727 green reviews (reviews on green experiences) of the top ten green hotels in the USA were downloaded from TripAdvisor for content analysis. Descriptive statistics and ordinal logistic regressions were then used. Findings: Guests have both positive and negative experiences at green hotels. “Energy”, “purchasing” and “education and innovation” are the most frequently discussed green practices. Some guests’ green experiences, such as “guest training”, “energy”, “water”, “purchasing” and “education and innovation”, significantly influence their overall satisfaction with hotels. Compared with basic green practices, advanced green practices tend to have greater impacts on customer satisfaction. Research limitations/implications: This study provides insight into guests’ green experiences at hotels and their impact on customer satisfaction. More importantly, this study examines the contribution of different types of green practices to customer satisfaction. As the green hotels examined in this study were not randomly selected, the results should be interpreted with caution. Practical implications: Different practices impact customer satisfaction in different ways, so hoteliers should refine their green strategies when they implement these green practices. Originality/value: Very few studies have examined the relationship between green practices and customer satisfaction. A gap still exists in specifically what types of green practices affect customer satisfaction and whether different levels of green practices have different impacts on customer satisfaction. This study investigates guests’ actual experiences and fills the above research gap.

Original languageEnglish
Pages (from-to)1340-1361
Number of pages22
JournalInternational Journal of Contemporary Hospitality Management
Volume29
Issue number5
DOIs
StatePublished - 2017

Keywords

  • Content analysis
  • Customer satisfaction
  • Green experiences
  • Green hotels
  • Online reviews
  • TripAdvisor

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