Hotels’ sustainability practices and guests’ familiarity, attitudes and behaviours

Olya H. Altinay L. Farmaki A. Kenebayeva A. Gursoy D.
2021 Routledge

Journal of Sustainable Tourism
2021 #29 Issue 7 1063 - 1081 pp.

This study investigates the effects of hotel’s sustainability practices in three areas of sustainability and familiarity with those practices on hotel guest satisfaction and loyalty in the Kazakhstan hotel industry. Using a structural equation modelling (SEM) and fuzzy-set Qualitative Comparative Analysis (fsQCA), findings reveal that social and environmental dimensions play positive roles on guests’ satisfaction and loyalty while the economic dimension and familiarity are not significantly related to guest loyalty, although they are likely to improve guest satisfaction. Furthermore, results of the analysis of the necessary conditions to achieve the expected model outcomes indicate that all three sustainability dimensions are necessary for sustainability efforts to have the most positive effect on guest satisfaction and loyalty. Results also indicate that although familiarity alone is insufficient, its combination with the social dimension increases guest satisfaction and loyalty. Findings provide theoretical and practical insights into sustainability practices in the hotel industry.

familiarity , hotels , Kazakhstan , loyalty , satisfaction , Sustainability practices

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Sheffield University Management School, Sheffield, United Kingdom
Strategy and Entrepreneurship, Oxford Brookes Business School, Oxford Brookes University, Headington Campus, Oxford, United Kingdom
Department of Hotel and Tourism Management, Cyprus University of Technology, Limassol, Cyprus
Management and Business Department, University of International Business, Almaty, Kazakhstan
Tourism Management, School of Hospitality Business Management, College of Business, Washington State University, Pullman, WA, United States
School of Tourism and Hospitality, University of Johannesburg, South Africa

Sheffield University Management School
Strategy and Entrepreneurship
Department of Hotel and Tourism Management
Management and Business Department
Tourism Management
School of Tourism and Hospitality

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