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The hospitality and tourism industry strives to enhance its corporate image to speed up recovery from the effects of the COVID-19 pandemic. Since employees are service providers and practitioners of a company’s philosophy, it is vital to determine whether their work performance is conducive to corporate sustainability. This study investigated employees’ green behaviors in the hospitality and tourism industries using the behavioral reasoning theory (BRT).

This study performed fuzzy-set qualitative comparative analysis (fsQCA) and necessary condition analysis (NCA) to evaluate the formation of employees’ approach intentions for green behaviors at work.

The fsQCA and NCA results revealed complex causal recipes for the formation of high-level and low-level employees’ approach intentions for green behaviors at work and predicted that there is no single necessary condition.

The research findings have significant managerial implications for enhancing employees’ approaches to green practices in the workplace and promoting the green performance of existing tourism and hotel products.

The research findings established a theoretical basis for industry managers to activate employees’ green behaviors, providing significant references for scholars to investigate green work performance in the hospitality and tourism industry.

The investigation on the complexity of customer retention towards green products/services requires more solid analytical approaches. This study evaluated the net effects of antecedents of customer retention and the validity of configurational causal recipes that lead to customer retention in the green hotel context.

This study combined structural equation modeling (SEM), a fuzzy-set qualitative comparative analysis (fsQCA) and a necessary condition analysis (NCA). An online survey was conducted in China to evaluate the green hotel consumption.

Research findings showed that cognitive factors (perceived health benefits, green product performance, responsible employee performance and green physical environment performance) and affective factors (emotional well-being, feeling of happiness, attractiveness of green product and feeling of pride), played a distinctive role in generating customer retention toward green hotel products. The NCA found no factor was essential in order to achieve customer retention, which indicates that green hotel performance and brand management should pay more attention to emotional factors alongside cognitive factors.

Research findings provide significant managerial implications for improving green hotel services and business operations and enhancing consumers’ approach intention toward green hotel products.

This study adopted mixed approaches to investigate both the linear and nonlinear impacts of cognitive and affective factors that potentially lead to customer retention for green hotel products.

Hospitality and tourism businesses often face environmental criticism as they rely heavily on natural resources to operate. Therefore, as a recent trend, hospitality companies are trying to adopt an environmentally friendly approach. Thus, this study sought to investigate the determinants of employee intention to engage in environmentally responsible actions in the workplace, drawing on the theory of planned behavior (TPB) and the value-belief norm (VBN) theory.

This study employed the fuzzy-set qualitative comparative analysis (fsQCA) to discover sufficient configurations for predicting employees’ intentions.

The result has provided recipes with an efficient combination of factors that can influence employees’ intention to undertake environmentally responsible behaviors.

This study contributes to the body of knowledge regarding sustainable behavior among employees and sustainability in the travel and hospitality sector. The findings of this research also provide managers and operators of sustainable hospitality businesses with guidance on how to enhance their staff members' environmentally friendly behaviors at work.

This study aims to determine the distinctive attributes of pet-friendly hotels, examine the importance versus the performance of each attribute, and test the effect of the performance of attributes on customer behavior.

This research applied qualitative and quantitative methods to explore the unique attributes of pet-friendly hotels. The importance-performance analysis was used to investigate how customers perceive the importance and the performance of each attribute, and regression analysis was used to examine how the performance of attributes influences customer behavior.

This study identified six distinctive attributes of pet-friendly hotels. Furthermore, the findings underlined the significance of pet-related activity support for pet-friendly hotel selections, and addressed an urgent need for the improvement of pet-friendly safety measures. Last, results showed the salient effect of pet-related activity support on visit and word-of-mouth intentions, and the strong influence of pet-centric facilities and services on willingness to pay premiums for pet-friendly hotels.

The findings provided useful insights into how hotel companies could effectively position themselves as pet-friendly from customers’ perspectives.

This research is among the first to determine distinctive attributes and adopt importance-performance analysis in pet-friendly hotel context.