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dc.contributor.authorBruns-Smith, Alexandra
dc.contributor.authorChoy, Vanessa
dc.contributor.authorChong, Howard
dc.contributor.authorVerma, Rohit
dc.description.abstractCertain sustainability practices could be considered nearly universal in the lodging industry, based on a study of 100 resorts in the United States. Among the common green practices are water conserving fixtures and linen-reuse programs. A separate survey of 120,000 hotel customers finds that guests are generally willing to participate in sustainability programs, but the presence of green operations still do not override considerations of price and convenience in selecting a hotel. Additionally, the study finds an increased willingness to participate when hotels offer incentives, such as loyalty program points, for participating in environmental programs. Although the link between environmentally sustainable programs and improved customer satisfaction is weak compared to standard drivers like facilities, room, and food and beverage quality, hotels are increasingly expected to maintain sustainability programs as a regular feature of their business. At the same time, the study did find that environmental sustainability programs do not diminish guest satisfaction. Consequently, the decision regarding which programs to implement should rest on cost-benefit analysis and other operating considerations.
dc.rightsRequired Publisher Statement: © Cornell University. This report may not be reproduced or distributed without the express permission of the publisher
dc.subjectenvironmental sustainability programs
dc.subjectcustomer satisfaction
dc.subjectenergy best practices
dc.titleEnvironmental Sustainability in the Hospitality Industry: Best Practices, Guest Participation, and Customer Satisfaction
dc.description.legacydownloadsBrunsSmith_2015_Enviro_Sustain.pdf: 72617 downloads, before Aug. 1, 2020.
local.authorAffiliationChong, Howard: Cornell University
local.authorAffiliationVerma, Rohit: Cornell University

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