Please use this identifier to cite or link to this item:
Title: A moderating role of green practices on the relationship between service quality and customer satisfaction : Chinese hotel context
Other Titles: 绿色环保践行对服务质量与顾客满意度关系的调节作用:基于中国酒店业的研究
Authors: Lee, S
Sun, KA
Wu, L
Xiao, Q 
Keywords: Customer satisfaction
Green initiative
Moderating effect
Service quality
Issue Date: 2018
Publisher: Routledge, Taylor & Francis Group
Source: Journal of China tourism research (中國旅游硏究), 2018, v. 14, no. 1, p. 42-60 How to cite?
Journal: Journal of China tourism research (中國旅游硏究) 
Abstract: The purpose of the current study is to investigate the existence of a moderating effect of a green initiative on the relationship between service quality and customers’ satisfaction in the Chinese hotel context. The study adopts a 2 × 2 between-subjects experimental design using scenarios. Four scenarios provide a mixed combination of high or low cases for a hotel’s green participation, and good or poor cases for service quality. The study uses the survey method to collect data from Chinese guests. It finds the main effect of service quality on customers’ satisfaction and a significant moderating role for green initiatives on the relationship between service quality and customers’ satisfaction, but interestingly found an opposite direction of the moderating role to the one hypothesized. The study’s results also reveal an insignificant main effect of a green initiative on customers’ satisfaction. The study provides theoretical and practical implications.
ISSN: 1938-8160
EISSN: 1938-8179
DOI: 10.1080/19388160.2017.1419897
Appears in Collections:Journal/Magazine Article

View full-text via PolyU eLinks SFX Query
Show full item record


Citations as of Sep 11, 2018

Page view(s)

Citations as of Sep 18, 2018

Google ScholarTM



Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.