Measurement scale for eco-component of hotel service quality

作者：Bastic Majda^*; Gojcic Slavka

来源：International Journal of Hospitality Management, 2012, 31(3): 1012-1020.

DOI：10.1016/j.ijhm.2011.12.007

• 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.

• 出版日期2012-9