Can sustainability really add customer value? The case of Hotel Ermitage, Evian Les Bains, France

Gaurav Chawla, Polina Kovaljova

    Research output: Contribution to conferencePaperpeer-review

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    Abstract


    The purpose of this paper is to assess if environmental sustainability can add value to the hospitality experience. Using Green and Peloza’s Consumption Value Model (2011), the study adopts qualitative approach. Primary data was collected through semi-structured interviews with clients and managers of Hotel Ermitage. Findings indicate that sustainability results in symbolic and functional value, though the impact on customer value can be positive and negative. Value perceptions are heavily influenced by price, indicating that the potential to add value through sustainability might be limited. It is recommended that managers invest in educating consumers about sustainability, as greater awareness results in higher value perceptions. It is vital that sustainability does not interfere with hedonic aspect of the experience.
    Original languageEnglish
    Number of pages12
    Publication statusPublished - 4 Jul 2013
    EventI-CHLAR Conference 2013 - Ecole hôtelière de Lausanne, Lausanne, Switzerland
    Duration: 4 Jul 20135 Jul 2013

    Conference

    ConferenceI-CHLAR Conference 2013
    Country/TerritorySwitzerland
    CityLausanne
    Period4/07/135/07/13

    Keywords

    • sustainability
    • CSR
    • customer value

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