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Publication date: 29 July 2024

Antonio Marín-García, Irene Gil-Saura, Maria-Eugenia Ruiz-Molina and Mihaela Moise

The objective of this work is to respond to the calls for research that, in retail and from the company’s perspective, support the importance of retaining a vision towards…

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Abstract

Purpose

The objective of this work is to respond to the calls for research that, in retail and from the company’s perspective, support the importance of retaining a vision towards sustainability-oriented service innovation (SOSI), delving into the nature of this construct and examining its possible antecedent variables (information and communication technologies or ICT) and its consequent variables (volume and radicalness of innovation).

Design/methodology/approach

To contrast the proposed hypotheses and respond to the main objective of the research, an empirical study was carried out through face-to-face interviews with 200 managers of retail commercial establishments.

Findings

Empirical evidence highlights the important role that SOSI plays in fostering innovative capacity and disrupting innovative practices within the retail sector, particularly from the perspective of store managers, catalysed by the influence of ICT. The findings underline SOSI’s clear contribution to innovation dynamics in retail.

Originality/value

This research analyses SOSI from the perspective of the retail manager within the unique context of the current permacrisis. It contributes to progress in the conceptualisation of SOSI, offering a comprehensive understanding of the construct and its accompanying elements. It provides valuable insights for academics and policy development practitioners navigating the changing landscape of SOSI in the retail sector.

Details

International Journal of Retail & Distribution Management, vol. 52 no. 7/8
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 11 November 2020

Mihaela Simona Moise, Irene Gil-Saura and María-Eugenia Ruiz-Molina

To respond to the environmental demands of consumers, more and more hotels are increasingly striving to implement sustainable practices to satisfy the requests of environmentally…

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Abstract

Purpose

To respond to the environmental demands of consumers, more and more hotels are increasingly striving to implement sustainable practices to satisfy the requests of environmentally conscious consumers. This paper aims to propose and test the relationship between these “green” initiatives and functional value as perceived by tourists, guest satisfaction and intentions to revisit the hotel and to spread positive word-of-mouth (WOM).

Design/methodology/approach

A sample of 378 guests who stayed in a three- and four-star hotel was used. Structural equation modeling (SEM) was used to test the proposed relationships. Confirmatory factor analysis and structural equational modeling were used to test the proposed model.

Findings

The results of the data analysis indicated that the impact of “green” practices on perceived value, satisfaction, intention to revisit and WOM. In addition, the positive effects of functional value on guest satisfaction and WOM are also confirmed.

Practical implications

Customers' revisit intention is not only created when hotels implement “green” practices, but also when the degree of customer satisfaction with the hotel increases. In this sense, managers are encouraged to pay more attention to environmental initiatives as an essential tool to increase the level of guests' satisfaction.

Originality/value

The study yields several implications that can be helpful for managers while devising green marketing strategies for the hotel sector. The results show that guests tend to develop greater levels of loyalty to a specific hotel when they are satisfied with the services offered by the hotel. In this sense, the environmental measures implemented by companies are a key strategic tool, given their essential role in the construction of perceived value, guest satisfaction as well as WOM and revisit intention.

Details

Journal of Hospitality and Tourism Insights, vol. 4 no. 5
Type: Research Article
ISSN: 2514-9792

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