Examining an integrated model of green image, perceived quality, satisfaction, trust, and loyalty in upscale hotels

Assaker, Guy; O’Connor, Peter; El-Haddad, Rania

doi:10.1080/19368623.2020.1751371

Cited by 83 publications

(97 citation statements)

References 55 publications

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“…This finding was validated by Punyatoya [14], showing the path of environmental perception, trust, and purchase intention. Assaker, O'Connor, and El-Haddad [59] offered empirical evidence for the relationship between green image, quality, satisfaction, and loyalty regarding green images' indirect effect on consumer behavior. In a study limited to examining consumer intention in café businesses, Jeong, Jang, Day, and Ha [60] revealed that green perception builds positive attitudes.…”

Section: Environmental Responsibilitymentioning

confidence: 99%

“…Furthermore, environmental responsibility is defined as how consumers construct a positive, eco-friendly image of café businesses. Both ease of app use [49,50,52,55] and environmental responsibility [14,56,58,59] were derived from previous studies. All the attributes are composed of four items.…”

Section: Research Model and Measurementsmentioning

confidence: 99%

“…However, this research showed that environmental responsibility worked as a nonsignificant attribute for purchase intention, indicating that the environmental element is not critical for sales growth in the context of café businesses. It is possible that either an indirect path toward a certain attribute (e.g., trust, risk, and value) for the environmental element or other specific green areas (e.g., labeling, organic sourcing, or packaging) might determine purchase intention significantly in the coffee shop business domain, as previous research has addressed [58][59][60][61]66]. This implies that more in-depth investigation of the environmental responsibility is necessary to consider more diverse paths and variables.…”

Section: Explanation For the Hypotheses Testingmentioning

confidence: 99%

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Antecedents of Purchase Intention at Starbucks in the Context of Covid-19 Pandemic

et al. 2021

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The purpose of this research is to examine the determinants of coffee shop purchase intention. The research domain is Starbucks, which is the brand ranked first in the coffee shop market. This study selects healthiness, hygiene, quarantine, ease of app use, and environmental responsibility as candidates for the antecedents of purchase intention. For hypothesis testing, this research used a survey and recruited survey participants using Amazon Mechanical Turk, and carried out multiple linear regressions to test research hypotheses. The number of valid observations for the data analysis is 474. It was found that purchase intention is positively influenced by healthiness, hygiene, quarantine, and ease of app use. However, environmental responsibility was identified as a nonsignificant attribute to account for purchase intention. Practical implications are presented for coffee shop management. The outcomes contribute to the literature by scrutinizing café customers’ purchase intention with various attributes.

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Section: Environmental Responsibilitymentioning

confidence: 99%

Section: Research Model and Measurementsmentioning

confidence: 99%

Section: Explanation For the Hypotheses Testingmentioning

confidence: 99%

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Antecedents of Purchase Intention at Starbucks in the Context of Covid-19 Pandemic

et al. 2021

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“…The literature identifies how satisfied customers are advantageous for the service providers; their satisfaction creates a ripple effect, which includes including loyalty to the service provider, engagement in positive word-of-mouth promotion, and paying premium prices (Ali et al 2017(Ali et al , 2016Dedeoglu and Demirer 2015;Amin et al 2013). Therefore, customer satisfaction has garnered considerable attention from both academics and practitioners (Hultman et al 2021;Assaker et al 2020;Hu et al 2009). In the tourism sector, these satisfactions interact with the type, variety, and quality of the services provided by a destination.…”

Section: Literature Reviewmentioning

confidence: 99%

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Wang

Jing

2021

Serv Bus

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The strict contactless management measures that have been implemented to control the spread of the COVID-19 pandemic have severely limited the ability of hotel staff to provide guest services in a quarantine scenario. This study examines the effect of lodgers' perceptions of the services provided in hotels under quarantine on their satisfaction and intentions to revisit. A self-administered questionnaire was distributed to 250 interviewees who had experienced lodging in quarantined hotel in Mainland China and Taiwan. A structural equation modeling technique was used to study the relationship between the model and the developed hypotheses. The study findings revealed that service perception dimensions are significantly related to customer satisfaction, and there is a positive correlation between customer satisfaction and their intentions to revisit. Moreover, the quality of hotel staff members' reliability and responsiveness was shown to be the most significant dimension of lodgers' perceptions of the services received in a quarantined hotel. Therefore, hoteliers who manage hotels that are under quarantine should carefully consider their service provisions in order to encourage lodgers to revisit.

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“…In addition, Eid et al [8] have demonstrated a significant relationship between the green image of Egyptian hotels and guest satisfaction. But Assaker et al [41] have conducted a study using structural equations model applied to the luxury hotels' guests in London, and the results showed that the green image of hotels influences consumers satisfaction through the perception of quality.…”

Section: Satisfaction As a Consequence Of The Green Imagementioning

confidence: 99%

The Green Image in the Spanish Hotel Sector: Analysis of Its Consequences from a Relational Perspective

2021

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The main objective of this research is to propose a hierarchy of effects model to study three antecedents of green brand image, such as trust, satisfaction and loyalty, and to examine the relationships between these variables. In this context, we investigated how these variables have been applied in the Spanish hotel management strategies for influencing consumer attitude and behavior. To test the proposed model empirically, personal surveys of 732 hotel customers were conducted in five Spanish cities using a structured questionnaire. A structural equations model was developed to test the research hypothesis. The main results indicate positive relationships between the green image and loyalty, the green image and satisfaction, the green image and trust. In addition, there are positive relationships between trust and loyalty, and finally between satisfaction and loyalty. From a practical point of view, hotel chains and their marketers must improve their green image through the correct design of activities, actions, and strategies to increase their clients’ trust, satisfaction, and loyalty. In addition, the hotel chains must design green communication campaigns through their own and paid media to ensure that customers talk about them, and as a result, be able to influence the attitude and behavior of their customers. The results of our research provide a better understanding of the relationships between the green image, trust, satisfaction, and loyalty, following the framework of the hierarchy of effects model. By complementing previous studies on green image creation, this study offers an assessment of how green marketing strategies in the hotel industry increase trust, loyalty, and customer satisfaction.

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Examining an integrated model of green image, perceived quality, satisfaction, trust, and loyalty in upscale hotels

Cited by 83 publications

References 55 publications

Antecedents of Purchase Intention at Starbucks in the Context of Covid-19 Pandemic

Antecedents of Purchase Intention at Starbucks in the Context of Covid-19 Pandemic

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

The Green Image in the Spanish Hotel Sector: Analysis of Its Consequences from a Relational Perspective

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