تأثیر نگرش مشتریان در مورد هتل‌های سبز بر تمایل آنها به پرداخت و نیت مراجعه مجدد
محورهای موضوعی : مدیریت بازاریابیمحمد علی عبدالوند 1 , آرزو نعیمی مجد 2 , علی محمدزاده 3
1 - استادیار، گروه مدیریت بازرگانی، واحد علوم و تحقیقات، دانشگاه آزاد اسلامی، تهران، ایران
2 - دانشجوی دکتری مدیریت آموزش عالی، واحد علوم و تحقیقات، دانشگاه آزاد اسلامی، تهران، ایران
3 - کارشناسی ارشد مدیریت اجرایی، دانشگاه علم و صنعت ایران، تهران، ایران
کلید واژه: هتل سبز, نگرش, نیت مراجعه مجدد, گفتارهای شفاهی, ویژگی‌های کیفیت خدمات, تمایل به پرداخت,
چکیده مقاله :
هدف این مقاله، تأثیر نگرش مشتریان در مورد هتل‌های سبز بر تمایل آنها به پرداخت و نیت مراجعه مجدد می‌باشد. طراحی/ متدولوژی/ روش: روش تحقیق کمی با استفاده از پرسشنامه است. ما برای تست مدل توسعه یافته، از روش مدل سازی معادلات ساختاری (SEM) استفاده نموده‌ایم. همان طور که عنوان شد، تمامی گویه‌ها با استفاده از مقیاس 5 امتیازی لیکرت ارزیابی شده است. یافته‌ها: مشتریانی که از خدمات هتل استفاده می‌کنند، از فعالیت‌های حمایت از محیط‌زیست در ایران آگاهی دارند. آنها تمایل به استفاده از هتل‌هایی دارند که فعالیت‌های سبز انجام می‌دهند، هرچند ممکن است به لحاظ کیفیت خدمات، عالی نباشند. مشتریان ترجیح می‌دهند از امکانات اقامتی استفاده کنند که بر اساس فعالیت‌های سبز است و حتی حاضر هستند بابت این خدمات، مبالغ اضافه‌ای نیز بپردازند. به علاوه، نگرش مشتریان در مورد هتل‌های سبز بر گفتارهای شفاهی مثبت و نیت مراجعه مجدد، مؤثر است.
Purpose: The purpose of this paper is to investigate The Attitude of consumers about green hotels: how a green hotel image can influence Willingness to pay and Revisit intention. Design/Methodology/Approach: A quantitative research methodology using a questionnaire has been proposed. To test the model developed we used the Structural equations model (SEM) approach. As noted, all constructs were assessed using 5-point Likert type scales. Findings: The consumers using hotel services are conscious about environmentally friendly practices in IRAN. They patronize the hotels that have adapted green practices though not compromising on service quality. The consumers would prefer to use lodging that follows these practices with willing to pay extra for these services. Also attitude of consumers about green hotels that effect on positive word of mouth and revisit intention.
Ajzen, I. & Fishbein, M. (1980). “Understanding attitude and predicting social behavior”, Englewood Cliffs, NJ: Prentice-Hall, Inc
Ajzen, I. (1988). “Attitude, Personality, and Behavior”, Dorsey Press, Chicago, IL.
Alegre, J. & Cladera, M. (2006). “Repeat visitation in mature sun and sand holiday destinations”, Journal of Travel Research, Vol. 44, PP. 288-297.
Alegre, J. & Cladera, M. (2009). “Analyzing the effect of satisfaction and previous visits on tourist intentions to return”, European Journal of Marketing, Vol. 43, PP. 670-685.
Anderson, E.W. & Sullivan, M.W. (1993). “The antecedents and consequences of customer satisfaction for firms’’, Journal of Marketing Science, Vol. 12, PP. 125-143.
Anderson, E.W. (1998). “Customer satisfaction and word of mouth”, Journal of Service Research, Vol. 1, No. 1, PP. 5-17.
Arndt, J. (1967). “Role of product-related conversations in the diffusion of a new product”, Journal of Marketing Research, Vol. 4, PP. 291-5.
Assael, H. (1984). “Consumer Behavior and Marketing Action. Kent”, Boston.
Baker, M.A., Davis, E.A. & Weaver, P.A. (2014). “Eco-friendly Attitudes, Barriers to Participation, and Differences in Behavior at Green Hotels”, Journal of Cornell Hospitality Quarterly, Vol. 55, No. 1, PP. 89-99.
Baloglu, S. & McCleary, K.W. (1999). “A model of destination image formation”, Journal of Annals of Tourism Research, Vol. 26, No. 4, PP. 868-897.
Banerjee, S.B. (1999). “Corporate Environmentalism and the Greening of Strategic Marketing. In M. Charter, & J. M. Polonsky (Eds.), Greener Marketing - A Global Perspective on Greening Marketing Practice”, Sheffield: Greenleaf Publishing. PP. 16-40.
Barclay, D.W., Thompson, R. & Higgins, C. (1995). “The Partial Least Squares (PLS) Approach to Causal Modeling: Personal Computer Adoption and Use an Illustration”, Journal of Technology Studies, Vol. 2, No. 2, PP. 285-309.
Beerli, A. & Martín, J.D. (2004). “Factors influencing destination image”, Journal of Annals of Tourism Research, Vol. 31, No. 3, PP. 657-681.
Bloemer, J. & Ruyter, K. (1998). “On the relationship between store image, store satisfaction and store loyalty”, European Journal of Marketing, Vol. 32, PP. 499-513.
Bohdanowicz, P. (2005). “European Hoteliers’ Environmental Attitudes: Greening the Business”, Journal of Cornell Hotel and Restaurant Administration Quarterly, Vol. 46, No. 2, PP. 188-204.
Campo-Martínez, S., Garau-Vadell, J.B. & Martínez-Ruiz, M.P. (2010). “Factors influencing repeat visits to a destination: The influence of group composition”, Journal of Tourism Management, Vol. 31, PP. 862-870.
Carl, W.J. (2006). “What’s all the buzz about? Everyday communication and the relational basis of Word-of-Mouth and buzz marketing practices”, Journal of Management Communication Quarterly, Vol. 19, No. 4, PP. 601-634.
Chan, E.S.W. (2013). “Gap analysis of green hotel marketing”, International Journal of Contemporary Hospitality Management, Vol. 25, No. 7, PP. 1017-1048.
Chin, W.W. (1998). “The Partial Least Squares Approach to Structural Equation Modeling. In Modern Methods for Business Research, Macrolides, G.A. (ed.)”, Lawrence Erlbaum Associates, Mahwah, NJ, PP. 1295-1336.
Cronin, J.J. & Taylor, S.A. (1992). “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, PP. 55-68.
Day, G.S. (1969). “A two-dimensional concept of brand loyalty”, Journal of Advertising Research, Vol. 9, No. 3, PP. 29-35.
Day, G.S. (1971). “Attitude change, media and word of mouth”, Journal of Advertising Research, Vol. 11, No. 6, PP. 31-40.
Desatnick, R.L. (1987). “Managing to Keep the Customer”, San Francisco, CA: Josei-Bass.
Dichter, E. (1966). “How word-of-mouth advertising works”, Journal of Harvard Business Review, Vol. 9, PP. 131-44.
Dodds, R. & Butler, R. (2010). “Barriers to the Implementation Sustainable Tourism Policy in Destinations”, Tourismos: An International Multidisciplinary Journal of Tourism, Vol. 5, No. 1, PP. 35-53.
Engel, J.F., Kegerreis, R.J. & Blackwell, R.D. (1969). “Word-of-mouth communication by the innovator”, Journal of Marketing, Vol. 33, No. 3, PP. 15-19.
Enz, C.A. & Siguaw, J.A. (1999). “Best hotel environmental practices”, Journal of Cornell Hospitality Quarterly, Vol. 40, No. 5, PP. 72-77.
Fogli, L. (2006). “Customer Service Delivery”, San Francisco: Josei-Bass.
Fornell, C. & Lacker, D.F. (1981). “Evaluation structural equation models with unobserved variables and measurement error”, Journal of Marketing Research, Vol. 18, No. 1, PP. 39-50.
Fornell, C. & Cha, J. (1994). “Partial least squares”, in Baozi, R.P. (Ed.), Advanced Methods of Marketing Research, Blackwell, Cambridge, MA, PP. 52-78.
Getty, J.M. & Thompson, K.N. (1994). “The relationship between quality, satisfaction, and recommending behavior in lodging decision”, Journal of Hospitality and Leisure Marketing, Vol. 2 No. 3, PP. 3-22.
Gil-Garcia, J.R. (2008). “Using partial least squares in digital government research”, in Garson, G.D., Khosrow-Pour, M. (Eds), Handbook of Research on Public Information Technology, Idea Group, Hershey, PP. 239-253.
Graci, S. (2008). “Environmental Commitment in Tourist Accommodation Industry”, The Case of Sanya, China. Waterloo: University of Waterloo.
Gronroos, C. (2000). “Service Management and Marketing: A Customer Relationship Management Approach”, 2nd ed. West Sussex: John Wiley & Sons, Ltd.
Guiltinan, J.P. (1989). “A classification of switching costs with implications for relationship marketing. In: Childers, T.L., Baozi, R.P., Peter, J.P. (Eds.), AMA Winter Educators’ Conference: Marketing Theory and Practice”, American Marketing Association, Chicago, PP. 216-220.
Hair, J.F., Black, W.C., Babin, B.J. & Anderson, R.E. (2010). “Multivariate Data Analysis”, Upper Saddle River, NJ: Prentice-Hall.
Han, H. & Ryu, K. (2006). “Moderating role of personal characteristics in forming restaurant customers’ behavioral intentions: an upscale restaurant setting”, Journal of Hospitality and Leisure Marketing, Vol. 15, No. 4, PP. 25-53.
Han, H., Hsu, L. & Lee, J. (2009). “Empirical investigation of the roles of attitudes toward green behaviors, overall image, gender, and age in hotel customers’ eco-friendly decision-making process”, International Journal of Hospitality Management, Vol. 28, PP. 519-528.
Han, H., Hsu, L. & Sheu, C. (2010), “Application of the theory of planned behavior to green hotel choice: testing the effect of environmental friendly activities”, Journal of Tourism Management, Vol. 31, PP. 325-334.
Han, H., Hsu, L.T., Lee, J.S. & Sheu, C. (2011). “Are lodging customers ready to go green? An examination of attitudes, demographics, and eco-friendly intentions”, International Journal of Hospitality Management, Vol. 30, No. 2, PP. 345-355.
Han, X. & Chan, K. (2013). “Perception of Green Hotels Among Tourists in Hong Kong: An Exploratory Study”, Journal of Services Marketing Quarterly, Vol. 34, No. 4, PP. 339-352.
Hanai, T., Oguchi, T., Ando, K. & Yamaguchi, K. (2008). “Important attributes of lodgings to gain repeat business: A comparison between individual travels and group travels”, International Journal of Hospitality Management, Vol. 27, PP. 268-275.
Hawkins, D.I., Best, R. & Coney, K.A. (2004). “Consumer Behavior: Building Marketing Strategy”, 9th ed. Boston: McGraw Hill.
Herr, P.M., Kardes, F.R. & Kim, J. (1991). “Effects of word-of-mouth and product attribute information on persuasion: an accessibility-diagnosticity perspective”, Journal of Consumer Research, Vol. 17, PP. 454-62.
Honey, M. (2002). “Ecotourism and Certification: Setting Standards in Practice”, Publisher: Island Press; 2 editions, Vol. 9 No. 1.
Huh, C. & Chang, H.S. (2017). “An investigation of Generation Y travelers’ beliefs and attitudes towards green hotel practices: a view from active and passive green Generation Y travelers”. International Journal of Tourism Sciences, Vol. 17(2), PP. 126-139.
Jacoby, J. & Kyner, D.B. (1973). “Brand loyalty vs. repeat purchasing behavior”, Journal of Marketing Research, Vol. 10, PP. 1-19.
Jarvis, L.P. & Wilcox, J.B. (1977). “True vendor loyalty or simply repeat purchase behavior?”, Journal of Industrial Marketing Management, Vol. 6, PP. 9-14.
Kang, K.H., Stein, L., Heo, C.Y. & Lee, S. (2011). “Consumers’ willingness to pay for green initiatives of the hotel industry”, International Journal of Hospitality Management, Vol. 31, No. 2, PP. 564-572.
Kärnä, J., Hansen, E. & Juslin, H. (2003). “Social responsibility in environmental marketing planning”, European Journal of Marketing, Vol. 37, No. 6, PP. 848-871.
Kasim, A. (2006). “The Need for Business Environmental and Social Responsibility in the Tourism Industry”, International Journal of Hospitality & Tourism Administration, Vol. 7, No. 1. PP. 1-22.
Kelly, J., Haider, W., Williams, P.W. & Englund, K. (2007). “Stated preferences of tourists for ecoefficient destination planning options”, Journal of Tourism Management, Vol. 28 No. 2, PP. 377-390.
Kim, W.G. & Moon, Y.J. (2009). “Customers’ cognitive, emotional, and actionable response to the service scape: A test of the moderating effect of the restaurant type”, International Journal of Hospitality Management, Vol. 28, PP. 144-156.
Kim, Y., & Han, H. (2010). “Intention to pay conventional-hotel prices at a green hotel - a modification of the theory of planned behavior”, Journal of Sustainable Tourism, Vol. 18(8), PP. 997-1014.
Kirkpatrick, D. (1990). “Environmentalism: The new crusade”, Fortune, Vol. 2, No.12, PP. 44-52.
Kirk, D. (1996). “Environmental Management for Hotels: A Student’s Handbook”, Oxford: Butterworth-Heinemann.
Kivela, J., Inbakaran, R. & Reece, J. (1999). “Consumer research in the restaurant environment. Part 1. A conceptual model of dining satisfaction and return patronage”, International Journal of Contemporary Hospitality Management, Vol. 11, No. 5, PP. 20-22.
Kwok, L., Huang, Y-K. & Hu. L (2016). “Green attributes of restaurants: What really matters to consumers?”, International Journal of Hospitality Management, 55, PP. 107-117.
Lam, T. & Hsu, C.H.C. (2004). “Theory of planned behavior: potential travelers from China”, Journal of Hospitality & Tourism Research, Vol. 28, No. 4, PP. 463-482.
Lam, T. & Hsu, C.H.C. (2006). “Predicting behavioral intention of choosing a travel destination”, Journal of Tourism Management, Vol. 27, PP. 589-599.
Laroche, M., Bergeron, J. & Barbaro-Forleo, G. (2001). “Targeting consumers who are willing to pay more for environmentally friendly products”, Journal of Consumer Marketing, Vol. 18, No. 6, PP. 503-520.
Lee, K.J. (2005). “A practical method of predicting client revisit intention in a hospital setting”, Journal of Health Care Management Review, Vol. 30, PP. 67-157.
Lee, M.J. & Back, K. (2007). “Association members’ meeting participation behaviors: development of meeting participation model”, Journal of Travel & Tourism Marketing, Vol. 22 No. 2, PP. 15-33.
Lee, J.S., Hsu, L.T.J., Han, H. & Kim, Y. (2010). “Understanding how consumers view green hotels: How a hotel’s green image can influence behavior intentions”, Journal of Sustainable Tourism, Vol. 18(7), PP. 901-914.
Lewis, R.C. & Chambers, R.E. (2000). “Marketing Leadership in Hospitality”, Wiley, New York.
Li, Y.M., Yang, C.Y., Kuo, Y.H. & Hung, R.Y. (2014). “Exploring green service quality elements for international tourist hotels in Taiwan from the aspect of two-dimensional quality model”. Acta Oeconomica, Vol. 64(2), PP. 111-125.
Luchs, M.G., Naylor, R.W., Irwin, J.R. & Raghu Nathan, R. (2010). “The Sustainability Liability: Potential Negative Effects of Ethicality on Product Preference”, Journal of Marketing, Vol. 74, No. 5, PP. 18-31.
Manaktola, K. & Jauhari, V. (2007). “Exploring consumer attitude and behavior towards green practices in the lodging industry in India”, International Journal of Contemporary Hospitality Management, Vol. 19, No. 5, PP. 364-377.
Mangold, G.W. (1987). “Use of commercial sources of information in the purchase of professional services: what the literature tells us”, Journal of Professional Services Marketing, Vol. 3, No. 1/2, PP. 5-17.
Masau P. & Prideaux, B. (2003). “Sustainable Tourism: A Role for Kenya's Hotel Industry”, Current Issues in Tourism, Vol. 6, No. 3, PP. 197-208.
Mazzarol, T., Sweeney, J.C. & Soutar, G.N. (2007). “Conceptualizing word-of mouth activity, triggers and conditions: an exploratory study”, European Journal of Marketing, Vol. 42, No. 3/4, PP. PP. 344-364.
Menon, A. & Menon, A. (1997). “Enviropreneurial Marketing Strategy: The Emergence of Corporate Environmentalism as Market Strategy”, Journal of Marketing, Vol. 61, No. 1, PP. 51-67.
Mensah, I. (2004). “Environmental management practices in US hotels. Retrieved No 7, 2008, Practices. html.
Miles, M.P. & Covin, J.G. (2000). “Environmental marketing: A source of reputational, competitive, and financial advantage”, Journal of Business Ethics, Vol. 23, No. 3, PP. 299-311.
Millar, M. & Baloglu, S. (2011). “Hotel Guests' Preferences for Green Guest Room Attributes”, Journal of Cornell Hospitality Quarterly, Vol. 52, No. 3, PP. 302-311.
Mudie, P. & Pirrie, A. (2006). “Services Marketing Management”, 3rd edition. Oxford: Elsevier Ltd.
Murray, K.B. (1991). “A test of services marketing theory: consumer information acquisition activities”, Journal of Marketing, Vol. 55, PP. 10-25.
Ogbeide, G.C. (2012). “Perception of Green Hotels in the 21st Century”. Journal of Tourism Insights, Vol. 3(1), Article 1. PP. 1-9.
Olson, E. (2013). “It's not easy being green: the effects of attribute tradeoffs on green product preference and choice”, Journal of the Academy of Marketing Science, Vol. 41, No. 2, PP. 171-184.
Penny, W.Y.K. (2007). “The use of environmental management as a facilities management tool in the Macao hotel sector. Facilities, Vol. 25, No. 7/8, PP. 286-295.
Prendergast, G. & Ho, W. (2002). “The influence of store image on store loyalty in Hong Kong’s quick service restaurant industry”, Journal of Foodservice Business Research, Vol. 5, No. 1, PP. 45-59.
Ringle, C.M., Wende, S. & Will, A. (2005). “Smart PLS Version 2.0 M3, University of Hamburg.
Rivera, J. (2002). “Assessing a voluntary environmental initiative in the developing world: The Costa Rican Certification for Sustainable Tourism”, Journal of Policy Sciences, Vol. 35, No. 4, PP. 333-360.
Ryu, K., Han, H. & Kim, T. (2007). “The relationships among overall quick casual restaurant image, perceived value, customer satisfaction, and behavioral intentions”, International Journal of Hospitality Management, Vol. 27, No. 3, PP. 459-469.
Shang, J., Basil, D.Z. & Wymer, W. (2010). “Using social marketing to enhance hotel reuse programs”, Journal of Business Research, Vol. 63, No. 2, PP. 166-172.
Shao, J., Wang, Z. & Long, X. (2008). “The driving factor of customer retention: Empirical study on bank card”, In 2008 International Conference on Management Science & Engineering PP.558-564.
Sheth, J.N. (1971). “Word of mouth in low risk innovations”, Journal of Advertising Research, Vol. 11, PP. 15-18.
Soderlund, M. & Ohman, N. (2005). “Assessing behavior before it becomes behavior: an examination of the role of intentions as a link between satisfaction and patronizing behavior”, International Journal of Service Industry Management, Vol. 16, No. 2, PP. 169-185.
Taylor, S.A. & Baker, T.L. (1994). “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions”, Journal of Retailing, Vol. 70, No. 2, PP. 163-178.
Teng, Y. M., Wu, K. S., & Liu, H. H. (2013). “Integrating altruism and the theory of planned behaviour to predict patronage intention of a green hotel”, Journal of Hospitality & Tourism Research. Advance online publication. Doi:10.1177/1096348012471383.
Theobald, W.F. (1998). “Foreword. In W. F. Theobald (Eds.), Global Tourism (PP. ix)”, Oxford: Butterworth-Heinemann.
Um, S., Chon, K. & Ro, Y.H. (2006). “Antecedents of revisit intention”, Journal of Annals of Tourism Research, Vol. 33, PP. 1141-1158.
UNWTO, (2006), Retrieved August 16, 2007 from the World Wide Web: http://www.worldtourism.org/facts/menu.html.
Wang, Y., Lo, H. & Yang, Y. (2004). “An integrated framework for service quality, customer value, satisfaction: Evidence from China’s telecommunication industry”, Journal of Information Systems Frontiers, Vol. 6, PP. 325-340.
Westbrook, R.A. (1987). “Product/consumption-based affective responses and post purchase processes”, Journal of Marketing Research, Vol. 24, No. 3, PP. 258-270.
Wilkie, W.L. (1994). “Consumer Behavior, 3rd edition”, John Wiley & Sons, New York, NY.
Font, X. & Buckley, R.C. (2001). “Tourism Ecolabelling: Certification and Promotion of Sustainable Management”, Publisher: CABI; First edition, Vol. 3, No. 20.
Yesawich, P. (1997), “The myth of the loyal quest”, Journal of Lodging Hospitality, Vol. 53 No. 11, P. 18.
Zboja, J.J. & Voorhees, C.M. (2006). “The impact of brand trust and satisfaction on retailer repurchase intentions”, Journal of Services Marketing, Vol. 20, PP. 381-390.
Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996). “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60, PP. 31-46.
_||_
Ajzen, I. & Fishbein, M. (1980). “Understanding attitude and predicting social behavior”, Englewood Cliffs, NJ: Prentice-Hall, Inc
Ajzen, I. (1988). “Attitude, Personality, and Behavior”, Dorsey Press, Chicago, IL.
Alegre, J. & Cladera, M. (2006). “Repeat visitation in mature sun and sand holiday destinations”, Journal of Travel Research, Vol. 44, PP. 288-297.
Alegre, J. & Cladera, M. (2009). “Analyzing the effect of satisfaction and previous visits on tourist intentions to return”, European Journal of Marketing, Vol. 43, PP. 670-685.
Anderson, E.W. & Sullivan, M.W. (1993). “The antecedents and consequences of customer satisfaction for firms’’, Journal of Marketing Science, Vol. 12, PP. 125-143.
Anderson, E.W. (1998). “Customer satisfaction and word of mouth”, Journal of Service Research, Vol. 1, No. 1, PP. 5-17.
Arndt, J. (1967). “Role of product-related conversations in the diffusion of a new product”, Journal of Marketing Research, Vol. 4, PP. 291-5.
Assael, H. (1984). “Consumer Behavior and Marketing Action. Kent”, Boston.
Baker, M.A., Davis, E.A. & Weaver, P.A. (2014). “Eco-friendly Attitudes, Barriers to Participation, and Differences in Behavior at Green Hotels”, Journal of Cornell Hospitality Quarterly, Vol. 55, No. 1, PP. 89-99.
Baloglu, S. & McCleary, K.W. (1999). “A model of destination image formation”, Journal of Annals of Tourism Research, Vol. 26, No. 4, PP. 868-897.
Banerjee, S.B. (1999). “Corporate Environmentalism and the Greening of Strategic Marketing. In M. Charter, & J. M. Polonsky (Eds.), Greener Marketing - A Global Perspective on Greening Marketing Practice”, Sheffield: Greenleaf Publishing. PP. 16-40.
Barclay, D.W., Thompson, R. & Higgins, C. (1995). “The Partial Least Squares (PLS) Approach to Causal Modeling: Personal Computer Adoption and Use an Illustration”, Journal of Technology Studies, Vol. 2, No. 2, PP. 285-309.
Beerli, A. & Martín, J.D. (2004). “Factors influencing destination image”, Journal of Annals of Tourism Research, Vol. 31, No. 3, PP. 657-681.
Bloemer, J. & Ruyter, K. (1998). “On the relationship between store image, store satisfaction and store loyalty”, European Journal of Marketing, Vol. 32, PP. 499-513.
Bohdanowicz, P. (2005). “European Hoteliers’ Environmental Attitudes: Greening the Business”, Journal of Cornell Hotel and Restaurant Administration Quarterly, Vol. 46, No. 2, PP. 188-204.
Campo-Martínez, S., Garau-Vadell, J.B. & Martínez-Ruiz, M.P. (2010). “Factors influencing repeat visits to a destination: The influence of group composition”, Journal of Tourism Management, Vol. 31, PP. 862-870.
Carl, W.J. (2006). “What’s all the buzz about? Everyday communication and the relational basis of Word-of-Mouth and buzz marketing practices”, Journal of Management Communication Quarterly, Vol. 19, No. 4, PP. 601-634.
Chan, E.S.W. (2013). “Gap analysis of green hotel marketing”, International Journal of Contemporary Hospitality Management, Vol. 25, No. 7, PP. 1017-1048.
Chin, W.W. (1998). “The Partial Least Squares Approach to Structural Equation Modeling. In Modern Methods for Business Research, Macrolides, G.A. (ed.)”, Lawrence Erlbaum Associates, Mahwah, NJ, PP. 1295-1336.
Cronin, J.J. & Taylor, S.A. (1992). “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, PP. 55-68.
Day, G.S. (1969). “A two-dimensional concept of brand loyalty”, Journal of Advertising Research, Vol. 9, No. 3, PP. 29-35.
Day, G.S. (1971). “Attitude change, media and word of mouth”, Journal of Advertising Research, Vol. 11, No. 6, PP. 31-40.
Desatnick, R.L. (1987). “Managing to Keep the Customer”, San Francisco, CA: Josei-Bass.
Dichter, E. (1966). “How word-of-mouth advertising works”, Journal of Harvard Business Review, Vol. 9, PP. 131-44.
Dodds, R. & Butler, R. (2010). “Barriers to the Implementation Sustainable Tourism Policy in Destinations”, Tourismos: An International Multidisciplinary Journal of Tourism, Vol. 5, No. 1, PP. 35-53.
Engel, J.F., Kegerreis, R.J. & Blackwell, R.D. (1969). “Word-of-mouth communication by the innovator”, Journal of Marketing, Vol. 33, No. 3, PP. 15-19.
Enz, C.A. & Siguaw, J.A. (1999). “Best hotel environmental practices”, Journal of Cornell Hospitality Quarterly, Vol. 40, No. 5, PP. 72-77.
Fogli, L. (2006). “Customer Service Delivery”, San Francisco: Josei-Bass.
Fornell, C. & Lacker, D.F. (1981). “Evaluation structural equation models with unobserved variables and measurement error”, Journal of Marketing Research, Vol. 18, No. 1, PP. 39-50.
Fornell, C. & Cha, J. (1994). “Partial least squares”, in Baozi, R.P. (Ed.), Advanced Methods of Marketing Research, Blackwell, Cambridge, MA, PP. 52-78.
Getty, J.M. & Thompson, K.N. (1994). “The relationship between quality, satisfaction, and recommending behavior in lodging decision”, Journal of Hospitality and Leisure Marketing, Vol. 2 No. 3, PP. 3-22.
Gil-Garcia, J.R. (2008). “Using partial least squares in digital government research”, in Garson, G.D., Khosrow-Pour, M. (Eds), Handbook of Research on Public Information Technology, Idea Group, Hershey, PP. 239-253.
Graci, S. (2008). “Environmental Commitment in Tourist Accommodation Industry”, The Case of Sanya, China. Waterloo: University of Waterloo.
Gronroos, C. (2000). “Service Management and Marketing: A Customer Relationship Management Approach”, 2nd ed. West Sussex: John Wiley & Sons, Ltd.
Guiltinan, J.P. (1989). “A classification of switching costs with implications for relationship marketing. In: Childers, T.L., Baozi, R.P., Peter, J.P. (Eds.), AMA Winter Educators’ Conference: Marketing Theory and Practice”, American Marketing Association, Chicago, PP. 216-220.
Hair, J.F., Black, W.C., Babin, B.J. & Anderson, R.E. (2010). “Multivariate Data Analysis”, Upper Saddle River, NJ: Prentice-Hall.
Han, H. & Ryu, K. (2006). “Moderating role of personal characteristics in forming restaurant customers’ behavioral intentions: an upscale restaurant setting”, Journal of Hospitality and Leisure Marketing, Vol. 15, No. 4, PP. 25-53.
Han, H., Hsu, L. & Lee, J. (2009). “Empirical investigation of the roles of attitudes toward green behaviors, overall image, gender, and age in hotel customers’ eco-friendly decision-making process”, International Journal of Hospitality Management, Vol. 28, PP. 519-528.
Han, H., Hsu, L. & Sheu, C. (2010), “Application of the theory of planned behavior to green hotel choice: testing the effect of environmental friendly activities”, Journal of Tourism Management, Vol. 31, PP. 325-334.
Han, H., Hsu, L.T., Lee, J.S. & Sheu, C. (2011). “Are lodging customers ready to go green? An examination of attitudes, demographics, and eco-friendly intentions”, International Journal of Hospitality Management, Vol. 30, No. 2, PP. 345-355.
Han, X. & Chan, K. (2013). “Perception of Green Hotels Among Tourists in Hong Kong: An Exploratory Study”, Journal of Services Marketing Quarterly, Vol. 34, No. 4, PP. 339-352.
Hanai, T., Oguchi, T., Ando, K. & Yamaguchi, K. (2008). “Important attributes of lodgings to gain repeat business: A comparison between individual travels and group travels”, International Journal of Hospitality Management, Vol. 27, PP. 268-275.
Hawkins, D.I., Best, R. & Coney, K.A. (2004). “Consumer Behavior: Building Marketing Strategy”, 9th ed. Boston: McGraw Hill.
Herr, P.M., Kardes, F.R. & Kim, J. (1991). “Effects of word-of-mouth and product attribute information on persuasion: an accessibility-diagnosticity perspective”, Journal of Consumer Research, Vol. 17, PP. 454-62.
Honey, M. (2002). “Ecotourism and Certification: Setting Standards in Practice”, Publisher: Island Press; 2 editions, Vol. 9 No. 1.
Huh, C. & Chang, H.S. (2017). “An investigation of Generation Y travelers’ beliefs and attitudes towards green hotel practices: a view from active and passive green Generation Y travelers”. International Journal of Tourism Sciences, Vol. 17(2), PP. 126-139.
Jacoby, J. & Kyner, D.B. (1973). “Brand loyalty vs. repeat purchasing behavior”, Journal of Marketing Research, Vol. 10, PP. 1-19.
Jarvis, L.P. & Wilcox, J.B. (1977). “True vendor loyalty or simply repeat purchase behavior?”, Journal of Industrial Marketing Management, Vol. 6, PP. 9-14.
Kang, K.H., Stein, L., Heo, C.Y. & Lee, S. (2011). “Consumers’ willingness to pay for green initiatives of the hotel industry”, International Journal of Hospitality Management, Vol. 31, No. 2, PP. 564-572.
Kärnä, J., Hansen, E. & Juslin, H. (2003). “Social responsibility in environmental marketing planning”, European Journal of Marketing, Vol. 37, No. 6, PP. 848-871.
Kasim, A. (2006). “The Need for Business Environmental and Social Responsibility in the Tourism Industry”, International Journal of Hospitality & Tourism Administration, Vol. 7, No. 1. PP. 1-22.
Kelly, J., Haider, W., Williams, P.W. & Englund, K. (2007). “Stated preferences of tourists for ecoefficient destination planning options”, Journal of Tourism Management, Vol. 28 No. 2, PP. 377-390.
Kim, W.G. & Moon, Y.J. (2009). “Customers’ cognitive, emotional, and actionable response to the service scape: A test of the moderating effect of the restaurant type”, International Journal of Hospitality Management, Vol. 28, PP. 144-156.
Kim, Y., & Han, H. (2010). “Intention to pay conventional-hotel prices at a green hotel - a modification of the theory of planned behavior”, Journal of Sustainable Tourism, Vol. 18(8), PP. 997-1014.
Kirkpatrick, D. (1990). “Environmentalism: The new crusade”, Fortune, Vol. 2, No.12, PP. 44-52.
Kirk, D. (1996). “Environmental Management for Hotels: A Student’s Handbook”, Oxford: Butterworth-Heinemann.
Kivela, J., Inbakaran, R. & Reece, J. (1999). “Consumer research in the restaurant environment. Part 1. A conceptual model of dining satisfaction and return patronage”, International Journal of Contemporary Hospitality Management, Vol. 11, No. 5, PP. 20-22.
Kwok, L., Huang, Y-K. & Hu. L (2016). “Green attributes of restaurants: What really matters to consumers?”, International Journal of Hospitality Management, 55, PP. 107-117.
Lam, T. & Hsu, C.H.C. (2004). “Theory of planned behavior: potential travelers from China”, Journal of Hospitality & Tourism Research, Vol. 28, No. 4, PP. 463-482.
Lam, T. & Hsu, C.H.C. (2006). “Predicting behavioral intention of choosing a travel destination”, Journal of Tourism Management, Vol. 27, PP. 589-599.
Laroche, M., Bergeron, J. & Barbaro-Forleo, G. (2001). “Targeting consumers who are willing to pay more for environmentally friendly products”, Journal of Consumer Marketing, Vol. 18, No. 6, PP. 503-520.
Lee, K.J. (2005). “A practical method of predicting client revisit intention in a hospital setting”, Journal of Health Care Management Review, Vol. 30, PP. 67-157.
Lee, M.J. & Back, K. (2007). “Association members’ meeting participation behaviors: development of meeting participation model”, Journal of Travel & Tourism Marketing, Vol. 22 No. 2, PP. 15-33.
Lee, J.S., Hsu, L.T.J., Han, H. & Kim, Y. (2010). “Understanding how consumers view green hotels: How a hotel’s green image can influence behavior intentions”, Journal of Sustainable Tourism, Vol. 18(7), PP. 901-914.
Lewis, R.C. & Chambers, R.E. (2000). “Marketing Leadership in Hospitality”, Wiley, New York.
Li, Y.M., Yang, C.Y., Kuo, Y.H. & Hung, R.Y. (2014). “Exploring green service quality elements for international tourist hotels in Taiwan from the aspect of two-dimensional quality model”. Acta Oeconomica, Vol. 64(2), PP. 111-125.
Luchs, M.G., Naylor, R.W., Irwin, J.R. & Raghu Nathan, R. (2010). “The Sustainability Liability: Potential Negative Effects of Ethicality on Product Preference”, Journal of Marketing, Vol. 74, No. 5, PP. 18-31.
Manaktola, K. & Jauhari, V. (2007). “Exploring consumer attitude and behavior towards green practices in the lodging industry in India”, International Journal of Contemporary Hospitality Management, Vol. 19, No. 5, PP. 364-377.
Mangold, G.W. (1987). “Use of commercial sources of information in the purchase of professional services: what the literature tells us”, Journal of Professional Services Marketing, Vol. 3, No. 1/2, PP. 5-17.
Masau P. & Prideaux, B. (2003). “Sustainable Tourism: A Role for Kenya's Hotel Industry”, Current Issues in Tourism, Vol. 6, No. 3, PP. 197-208.
Mazzarol, T., Sweeney, J.C. & Soutar, G.N. (2007). “Conceptualizing word-of mouth activity, triggers and conditions: an exploratory study”, European Journal of Marketing, Vol. 42, No. 3/4, PP. PP. 344-364.
Menon, A. & Menon, A. (1997). “Enviropreneurial Marketing Strategy: The Emergence of Corporate Environmentalism as Market Strategy”, Journal of Marketing, Vol. 61, No. 1, PP. 51-67.
Mensah, I. (2004). “Environmental management practices in US hotels. Retrieved No 7, 2008, Practices. html.
Miles, M.P. & Covin, J.G. (2000). “Environmental marketing: A source of reputational, competitive, and financial advantage”, Journal of Business Ethics, Vol. 23, No. 3, PP. 299-311.
Millar, M. & Baloglu, S. (2011). “Hotel Guests' Preferences for Green Guest Room Attributes”, Journal of Cornell Hospitality Quarterly, Vol. 52, No. 3, PP. 302-311.
Mudie, P. & Pirrie, A. (2006). “Services Marketing Management”, 3rd edition. Oxford: Elsevier Ltd.
Murray, K.B. (1991). “A test of services marketing theory: consumer information acquisition activities”, Journal of Marketing, Vol. 55, PP. 10-25.
Ogbeide, G.C. (2012). “Perception of Green Hotels in the 21st Century”. Journal of Tourism Insights, Vol. 3(1), Article 1. PP. 1-9.
Olson, E. (2013). “It's not easy being green: the effects of attribute tradeoffs on green product preference and choice”, Journal of the Academy of Marketing Science, Vol. 41, No. 2, PP. 171-184.
Penny, W.Y.K. (2007). “The use of environmental management as a facilities management tool in the Macao hotel sector. Facilities, Vol. 25, No. 7/8, PP. 286-295.
Prendergast, G. & Ho, W. (2002). “The influence of store image on store loyalty in Hong Kong’s quick service restaurant industry”, Journal of Foodservice Business Research, Vol. 5, No. 1, PP. 45-59.
Ringle, C.M., Wende, S. & Will, A. (2005). “Smart PLS Version 2.0 M3, University of Hamburg.
Rivera, J. (2002). “Assessing a voluntary environmental initiative in the developing world: The Costa Rican Certification for Sustainable Tourism”, Journal of Policy Sciences, Vol. 35, No. 4, PP. 333-360.
Ryu, K., Han, H. & Kim, T. (2007). “The relationships among overall quick casual restaurant image, perceived value, customer satisfaction, and behavioral intentions”, International Journal of Hospitality Management, Vol. 27, No. 3, PP. 459-469.
Shang, J., Basil, D.Z. & Wymer, W. (2010). “Using social marketing to enhance hotel reuse programs”, Journal of Business Research, Vol. 63, No. 2, PP. 166-172.
Shao, J., Wang, Z. & Long, X. (2008). “The driving factor of customer retention: Empirical study on bank card”, In 2008 International Conference on Management Science & Engineering PP.558-564.
Sheth, J.N. (1971). “Word of mouth in low risk innovations”, Journal of Advertising Research, Vol. 11, PP. 15-18.
Soderlund, M. & Ohman, N. (2005). “Assessing behavior before it becomes behavior: an examination of the role of intentions as a link between satisfaction and patronizing behavior”, International Journal of Service Industry Management, Vol. 16, No. 2, PP. 169-185.
Taylor, S.A. & Baker, T.L. (1994). “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions”, Journal of Retailing, Vol. 70, No. 2, PP. 163-178.
Teng, Y. M., Wu, K. S., & Liu, H. H. (2013). “Integrating altruism and the theory of planned behaviour to predict patronage intention of a green hotel”, Journal of Hospitality & Tourism Research. Advance online publication. Doi:10.1177/1096348012471383.
Theobald, W.F. (1998). “Foreword. In W. F. Theobald (Eds.), Global Tourism (PP. ix)”, Oxford: Butterworth-Heinemann.
Um, S., Chon, K. & Ro, Y.H. (2006). “Antecedents of revisit intention”, Journal of Annals of Tourism Research, Vol. 33, PP. 1141-1158.
UNWTO, (2006), Retrieved August 16, 2007 from the World Wide Web: http://www.worldtourism.org/facts/menu.html.
Wang, Y., Lo, H. & Yang, Y. (2004). “An integrated framework for service quality, customer value, satisfaction: Evidence from China’s telecommunication industry”, Journal of Information Systems Frontiers, Vol. 6, PP. 325-340.
Westbrook, R.A. (1987). “Product/consumption-based affective responses and post purchase processes”, Journal of Marketing Research, Vol. 24, No. 3, PP. 258-270.
Wilkie, W.L. (1994). “Consumer Behavior, 3rd edition”, John Wiley & Sons, New York, NY.
Font, X. & Buckley, R.C. (2001). “Tourism Ecolabelling: Certification and Promotion of Sustainable Management”, Publisher: CABI; First edition, Vol. 3, No. 20.
Yesawich, P. (1997), “The myth of the loyal quest”, Journal of Lodging Hospitality, Vol. 53 No. 11, P. 18.
Zboja, J.J. & Voorhees, C.M. (2006). “The impact of brand trust and satisfaction on retailer repurchase intentions”, Journal of Services Marketing, Vol. 20, PP. 381-390.
Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996). “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60, PP. 31-46.
