Exploring green service quality elements for international tourist hotels in Taiwan from the aspect of two-dimensional quality model

Abstract

The enhancement of leisure atmosphere in the past years has resulted in environmental pollution and changes, thus tourism industry is no longer a non-smokestack green industry. Although the governmental organizations have promoted Green Hotel for the improvement, the remodeling of appearance and equipment and the alternation of spares sources have increased the costs, therefore a lot of hotels are still waiting and seeing the successive development. This study tends to find out customer emphases on the green service quality of international tourist hotels through the classification with Two-Dimensional Quality Model. The research findings show that 20 out of 28 green service quality items are Indifferent Quality, 4 Attractive Quality, and 4 One-Dimensional Quality. The businesses therefore should enhance Attractive Quality and One-Dimensional Quality. For instance, the green service quality items of Hotel providing balanced and diversified foods, Hotel offering traditional food with local characteristics, Fresh fruit and vegetable juice offered in a hotel, and Hotel providing 24-hour free wireless network services could enhance consumer satisfaction. The government, on the other hand, should promote the value of Green Hotel and green service quality. Furthermore, making improvements with internationally effective green service quality evaluation standards could promote Taiwan to be the first choice of green tourism.

Impact of hotels’ sustainability practices on guest attitudinal loyalty: application of loyalty chain stages theory

“…The term of green hotel is alternatively used with environmentally responsible hotels, eco-friendly hotels, and sustainable hotels (Han, 2015;Han & Yoon, 2015). Green hotels are increasingly responding to the environmental issue in a positive way by integrating sustainability into their management, operations, facilities, designs, buildings, and programs (Chan, 2013;Jiang & Kim, 2015;Lee et al, 2010;Li et al, 2014;Wu et al, 2016).…”

“…The issue of green/sustainability has been receiving increasing attention in the global hotel industry as an emerging phenomenon (Li et al, 2014;Lee et al, 2010;Wu et al, 2016). Specifically, Marriott International is leading green policies by introducing the "green our supply chain" annual program (e.g., greener key cards, eco-pillow, earth-friendly towels, recycled pens, low-VOC paint, biodegradable laundry bags, laundry detergent).…”

Synthesizing the effects of green experiential quality, green equity, green image and green experiential satisfaction on green switching intention

“…They build green hotels to provide customers with a new accommodation alternative (Lin and Lin, 2011). Recently, the concept of green hotels in Taiwan has been increasingly receiving a lot of attention (Li et al, 2014). However, only a few hotels enter the green hotel fashion by saving energy or reducing the use of chemical detergents (Lin and Lin, 2011).…”

The impact of investments in energy conversation technologies on the economic performance of companies - example from the Czech Republic

“…Environmental concern on the part of companies can also increase the attractiveness of specific companies in various industries. Examples include the idea of green tourism (Li et al, 2014) or research done by on the chemical industry.…”