Hotel Guest’s Green Lodging Experiences: A Segmentation Study

Abstract

This research examines the lodging experience in the context of environmentally friendly hotels by discovering the underlying guest segments. A mixed-method approach is deployed, which first reveals three lodging experience dimensions entailing, functionality, hedonism and social responsibility via in-depth interviews. Subsequently, a questionnaire survey is conducted which gathers responses from 326 guests staying at seven certified green hotels. A cluster analysis based on green lodging experiences is performed that evokes three distinct guest segments labeled as (1) spontaneous guests, (2) active guests, and (3) devoted guests. The study notes that social responsibility is the most important lodging experience across the three resultant segments. The study also finds about 31% of respondents tend not to pay much attention to green lodging operations. It leads to a suggestion that the implementation of green operations may be accomplished in a way not notably compromising certain service expectations by those not profusely aspiring of the notion of green operations. Even though meeting the needs of core customers is a vital task.

Citation

Chen, Y.-L. (2017), "Hotel Guest’s Green Lodging Experiences: A Segmentation Study", Advances in Hospitality and Leisure (Advances in Hospitality and Leisure, Vol. 13), Emerald Publishing Limited, Leeds, pp. 127-139. https://doi.org/10.1108/S1745-354220170000013012