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Antecedents et impacts des pratiques de developpement durable sur la satisfaction de la clientele hoteliere quebecoise.

机译：可持续发展实践的背景及其对魁北克酒店客人满意度的影响。

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摘要

In the context of constant growth in tourism and globalization, a sustainable development (SD) orientation is an organizational strategy that allows firms to stand out from the competition and that fosters the development of an industry that relies on nature and culture to develop. Because theses two phenomena lead on the one hand, the degradation of natural, social and cultural environments in response to the growing needs of tourists in the service of transportation, accommodation and entertainment, and on the other hand, the increase of global competitors. For example, in 2009, the International Hotels & Restaurants Association nombered 300,000 hotels and 8 million restaurants, and the hospitality industry having generated an economic impact valued at 950 billion U.S. dollars.;To understand this issue, we conducted a multilevel study using multiple methods to explore, qualitatively, how and to what extent Quebec hotels managers have initiated a process of SD and, quantitatively, to identify the antecedents and impacts of SD practices on hotel customer satisfaction in Quebec.;Five case studies were realized in the qualitative phase of our research. During the Fall of 2006 and the Winter of 2007, interviews with the leads of five hotels of various size and type of ownership were recorded. An interview guide and a grid identification of SD practices applicable in hotels were used. The hotels are rated 3 or 4 stars and are from four of Quebec's tourist areas. Six others hotels were added in the quantitative phase of our research. A survey assessing customer satisfaction with regard to SD practices was thus realized in these eleven hotels. Principal components;factor analysis and structural equation modeling validated our measurement arid research model.;However, few tourism organizations have started to date an implantation of sustainable development particularly in the hospitality industry, while the level of adherence to the eco-certification program administered by the Hotel Association of Canada is only 12 %.;In a first step, we identified the implementation of SD approaches in five hotels sites. It shows that the intensity of SD practices adopted vary according to strategic and operational factors. On the one hand, the values of hotel leads and their knowledge of environmental issues as well as the hotel's size are influential factors. On the other hand, the appointment of a SD manager, the presence of a SD committee that provides informational and communicational support, and the attitudes of all stakeholders facilitate the implementation of SD practices. We also identified difficulties with regard to the diffusion and benefits evaluation of the SD orientation.;In a second step, the quantitative results show that the responsible behaviour of customers at home influences the selection criteria for choosing a hotel, including the criteria linked to the SD orientation adopted by the hotel. These criteria also influence the satisfaction of customers. Finally, guests staying at hotels that show a higher level of intensity of adoption of SD practices have a higher level of satisfaction.
机译：在旅游业和全球化不断增长的背景下，可持续发展（SD）定位是一种组织战略，它使企业能够在竞争中脱颖而出，并促进依靠自然和文化发展的产业的发展。因为这两种现象一方面导致自然，社会和文化环境的恶化，以适应游客在运输，住宿和娱乐方面日益增长的需求，另一方面，全球竞争者的增加。例如，2009年，国际饭店饭店协会（International Hotels＆Restaurants Association）拥有30万家饭店和800万家饭店，而酒店业产生的经济影响价值为9500亿美元。为了了解这一问题，我们采用了多种方法进行了多层次研究定性地探索魁北克酒店管理者如何以及在多大程度上启动了可持续发展的过程，并定量地确定了可持续发展实践对魁北克酒店客户满意度的前因和影响。在定性阶段实现了五个案例研究我们的研究。在2006年秋季和2007年冬季，记录了对五家不同规模和所有权类型的酒店的领导进行的采访。使用了采访指南和适用于酒店的SD做法的网格标识。该酒店是三星级或四星级酒店，来自魁北克的四个旅游区。在我们的研究定量阶段，添加了六家其他酒店。因此，在这11家酒店中完成了一项评估客户对SD做法满意度的调查。主要组成部分；因子分析和结构方程模型验证了我们的测量和研究模型。但是，迄今为止，几乎没有旅游组织开始着手可持续发展的植入，特别是在酒店业中，而遵守由美国管理的生态认证计划的水平加拿大的酒店协会仅为12％。；第一步，我们确定了在五个酒店场所实施SD方法的情况。它表明，采用的可持续发展实践的强度根据战略和运营因素而有所不同。一方面，酒店领导者的价值观及其对环境问题的了解以及酒店的规模都是影响因素。另一方面，任命可持续发展经理，设有可持续发展委员会提供信息和沟通支持，以及所有利益相关者的态度都有助于可持续发展实践的实施。我们还发现了SD定位的传播和收益评估方面的困难。第二步，定量结果表明，顾客在家中的负责任行为会影响选择酒店的选择标准，包括与选择酒店相关的标准。酒店采用SD定位。这些标准也会影响客户的满意度。最后，入住酒店的客人对SD习惯的接受程度更高，他们的满意度也更高。

著录项

  • 作者

    Prud'homme, Brigitte.;

  • 作者单位

    Universite du Quebec a Trois-Rivieres (Canada).;

  • 授予单位 Universite du Quebec a Trois-Rivieres (Canada).;
  • 学科 Business Administration Management.;Sustainability.;Recreation.
  • 学位 D.B.A.
  • 年度 2012
  • 页码 430 p.
  • 总页数 430
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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