The Nexus between Environmentally Sustainable Practices, Green Satisfaction, and Customer Citizenship Behavior in Eco-Friendly Hotels: Social Exchange Theory Perspective

Recently, with increasing customer awareness about environmental issues, guests staying in hotels and potential consumers are more and more concerned about environmentally sustainable practices and their associated consequences. From the hotel industry perspective, empirical studies conducted on the...

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Bibliographic Details
Published in:Sustainability 2022-10, Vol.14 (19), p.12791
Main Authors: Abdou, Ahmed Hassan, Hassan, Thowayeb H, Salem, Amany E, Albakhit, Azzam Ibrahem, Almakhayitah, Muhanna Yousef, Salama, Wagih
Format: Article
Language:English
Subjects:
Behavior
Brand loyalty
Citizenship
Climate change
Consumer behavior
Consumption
Creative industries
Customer relations
Customer satisfaction
Customer services
Customers
Developing countries
Energy
Environmental aspects
Environmental management
Hospitality industry
Hotels
Hotels & motels
Hotels and motels
Human behavior
Industrialized nations
LDCs
Marketing
Methods
Model testing
Multivariate statistical analysis
Natural resources
Saudi Arabia
Social exchange theory
Sustainability
Sustainable development
Sustainable practices
Tourism
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Summary:Recently, with increasing customer awareness about environmental issues, guests staying in hotels and potential consumers are more and more concerned about environmentally sustainable practices and their associated consequences. From the hotel industry perspective, empirical studies conducted on the association between customer citizenship behavior (CCB) and environmentally sustainable practices (ESPs) with the existence of green satisfaction (GS) are scarce. Consequently, the primary aim of the current study is to investigate the impact of ESPs on GS and CCB in a sample of five-star eco-friendly hotels in Egypt, as well as exploring the potential mediative role of GS in the relationship between CCB and ESPs. Additionally, we attempt to empirically determine to what extent GS directly impacts CCB. The study suggests a conceptual model for testing four hypothesized relationships between ESPs, GS, and CCB. Structural equation modeling (SEM) with bootstrapping was employed for testing our hypotheses. The findings of the study confirmed the significant positive impacts of ESPs on GS and CCB. Further, GS significantly and positively affects CCB. Moreover, GS partially mediates the relationship between CCB and ESPs. Given the study findings, some practical implications for improving GS and boosting CCBs in the green/eco-friendly hotel industry context are suggested.
ISSN:2071-1050
2071-1050
DOI:10.3390/su141912791